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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and streamline operations.
- Company: Join K2 Partnering Solutions, a global leader in enterprise applications and AI.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by driving operational excellence and mentoring a passionate team.
- Qualifications: 5+ years in CX Operations with leadership experience; Salesforce knowledge is a plus.
- Other info: Be part of an inclusive culture that values diversity and personal development.
The predicted salary is between 36000 - 60000 £ per year.
K2 Partnering Solutions is a global provider of unique end-to-end consultative solutions in the enterprise applications, AI, and cloud space. The Regional CX Teamlead is responsible for overseeing the CX (Customer Experience and Operations) Department within a specific region in a hands-on capacity. You will lead a team to ensure the seamless execution of the deal lifecycle: From onboarding and contract management to billing, commissions and renewal management. Your goal is to drive operational excellence, mentor your team, and act as the primary bridge between Regional Sales, Leadership and Shared Services (Accounting, Credit Control, and Compliance).
Key Responsibilities
- Regional Operational Excellence
- Billing: Accounts Receivable: Oversee, manage and contribute to monthly Billing from timesheet/expenses collection and processing to creating invoices/credit notes for customers across the region.
- Accounts Payable: Oversee, manage and contribute processing of consultant invoices and payments.
- Governance: Responsibility for correct setup of the Operations related fields in dealsheets (Salesforce).
- Cross-departmental collaboration: Ensure regional adherence to SOA/STC/SOW standards. Work with Credit Control to minimise DSO (Days Sales Outstanding) by resolving billing issues at the source.
- Process Optimisation: Contribute towards the continuous automation of the Billing process, and collaborate with IT on enhancements for manual data entry or processing.
- Reporting: Provide regional updates on SOW statuses, pending POs, and team KPIs.
- Engagement Success
- Onboarding: Ownership for Consultant / Client Onboarding for new/renewal deals, including document collection.
- Renewal Management: Responsibility for the execution of a proactive renewal management process within the region to drive retention, higher renewals and customer satisfaction.
- Process Optimisation: Oversee the improvement of the onboarding process to create a scalable, repeatable process and high customer satisfaction.
- Leadership & People Management
- Team Oversight: Lead, mentor, and develop a regional team of CX Associates. Conduct regular 1-on-1s and performance reviews.
- Resource Allocation: Manage the distribution of consultant pools among the team to ensure balanced workloads and high service levels.
- Training: Onboard new hires and provide ongoing training on Salesforce accuracy, contract nuances, and de-escalation techniques.
Skills and Requirements
- Experience: 5+ years in CX Operations, Sales Operations or Customer Service with at least 1–2 years in a supervisory or Teamlead capacity.
- Strategic Communication: Beyond professional communication, you must be able to influence stakeholders, deliver difficult feedback, and lead regional meetings.
- Advanced Commercial Acumen: Understanding of commercial contracts and trade-off management to guide the team towards the best outcomes for the business.
- Conflict Resolution: Highly skilled in de-escalation, not just with clients, but in mediating internal departmental friction.
- Systems Mastery: The ideal candidate has worked with Salesforce and SAP.
- Language Skills: Proficiency in English is required; any additional European language proficiency is highly preferred (French or Italian) to manage regional customer pools and local stakeholders.
Regional CX Teamlead EMEA employer: K2 Partnering Solutions Ltd
Contact Detail:
K2 Partnering Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional CX Teamlead EMEA
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in CX Operations and team leadership. Show them you’re the perfect fit for their Regional CX Teamlead role!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to remind them why you’re the ideal candidate for the position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing familiar names pop up in our system, so make sure you take that step!
We think you need these skills to ace Regional CX Teamlead EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in CX Operations and any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can lead our team to success. Keep it engaging and relevant to the role.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you've achieved! Use numbers and examples to demonstrate how you've driven operational excellence or improved processes in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at K2 Partnering Solutions Ltd
✨Know Your Numbers
Make sure you’re familiar with key metrics related to customer experience and operations. Brush up on your understanding of billing processes, accounts receivable, and how to optimise these areas. Being able to discuss specific examples of how you've improved operational excellence in previous roles will really impress.
✨Showcase Your Leadership Style
As a potential team lead, it’s crucial to demonstrate your leadership skills. Prepare to share examples of how you’ve mentored teams, conducted performance reviews, or resolved conflicts. Highlighting your approach to resource allocation and training will show that you’re ready to take on this role.
✨Master the Tools
Familiarise yourself with Salesforce and any other relevant systems mentioned in the job description. If you have experience with SAP, be ready to discuss how you’ve used these tools to enhance customer experience and streamline operations. This will show that you can hit the ground running.
✨Communicate Strategically
Prepare for questions about how you handle difficult conversations and influence stakeholders. Think of scenarios where you’ve had to deliver tough feedback or mediate between departments. Demonstrating your strategic communication skills will be key to showing you can bridge gaps effectively.