Global Director Customer Service

Synthomer is an innovative and differentiated global leader in sustainable polymer solutions. The Group is one of the world’s foremost suppliers of water based polymers and has leadership positions in many markets. Our polymers help customers create innovative new products and enhance the performance of existing products in key industries such as coatings, construction, adhesives, textiles, paper and nitrile medical gloves.

With the acquisition of Eastman Adhesive Resins in 2022 and Omnova Solutions in 2020, Synthomer grew its global manufacturing network, expanded its product portfolio and boosted its geographical presence, allowing it to better serve over 6000 customers around the world. Synthomer has its operational headquarters in London, UK, and provides customer-focused services from regional centres in Harlow, UK; Marl, Germany; Kuala Lumpur, Malaysia and Beachwood, Ohio, USA. It employs more than 5000 employees across over 40 sites and is listed on the London Stock Exchange.

Purpose of Job:

This new role will transform the current customer service organisation into an efficient, high performing, commercially savvy function whose mission is to maximise customer loyalty by being the easiest partner with which to do business in our space.

Main Accountabilities:

1. Lead, motivate and develop the Global Customer Service team and ensure an efficient organisational design.
2. Align customer service resources, activities and initiatives to support and enhance organisational objectives.
3. Synthomer Global Business Process Owner for Order to Cash. Guide effective deployment of Synthomer’s IT roadmap.
4. Oversee all aspects of Synthomer’s customer service policies, objectives, and initiatives.
5. Identify, implement, and track functional KPIs, targets and reporting mechanisms to accelerate performance improvement especially with respect to reducing customer response times, increasing value of customer interactions, and capturing customer feedback.
6. Regular publication of KPIs & metrics that speak to performance from varying business perspectives (e.g. market, sales channel, region, division etc).
7. Develop customer service career tracks and development plans with an eye towards talent retention and identification.
8. Identify and implement standardised performance management metrics for customer service team managers, supervisors, representatives.
9. Develop methods for providing differentiated service levels in line with business strategies.
10. Lead cross functional initiatives with functions such as Credit, Finance, Logistics, Planning, Sales to improve service quality and efficiency utilising support from Supply Chain and Group process improvement resources.
11. Represent Customer Service directly and/or through delegates on various business teams as part of their regular meeting cadence.

Experience and skills required:

1. Bachelor’s Degree, with additional certifications beneficial.
2. 10+ years experience increasing Customer Service within B2B preferably within a chemical/manufacturing environment, alongside 5 years in multi-site leadership experience.
3. Experience in other areas of Supply Chain or within Commercial roles highly valuable.
4. Must be familiar with modern Customer Service best practices and trends.
5. Extensive experience in implementation and use of SAP.
6. Able to articulate clear vision to drive transformation; operate effectively in complex, multisite and international environments.
7. Professional gravitas, assertive and confident with a high level of personal and professional credibility, to represent Customer Service at senior level both internally and externally.
8. Strong cultural awareness, adaptability, and confidence to operate across geographic regions.

We kindly request you submit your application in English.

Why Synthomer?

We are ambitious!
We have grown significantly – both organically and inorganically. We are a FTSE 250 listed company, 22% of our revenue comes from newly commercialized products, and we’re recognized in the top-quartile for chemicals manufacturing safety.

We believe in high challenge, high support!
We are keen to let you contribute in real roles from day 1. We expect a lot, but offer a lot, too. This includes onboarding, induction and learning events, networking opportunities, mentoring and personal development planning. So, be up for an inspiring long-term career adventure.

We personalize our approach to development!
At Synthomer, you won’t find generic career tracks or development programs but rather a one-size-fits-one approach to employee development. We’ll partner with you to ensure you have the right experiences that build your capabilities and accelerate your career growth.

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