Director of Customer Solutions

Our mission:

We’re on a mission to make the switch to sustainable transport and energy faster, easier and more affordable. We use our own technology stack and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for electric vehicles (EVs).

The worlds of energy and transport are colliding and Ohme is at the heart of this. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of Octopus Energy, Volvo Benelux, VW UK, Mercedes UK, Hyundai UK and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested in joining a fast-growing cleantech venture on a journey to speed up the global transition to clean energy, read on!

Your role:

We are looking for an experienced Director of Customer Solutions to join our fast-growing, innovation-focused company. Reporting into the CEO/Founder / C-Suite, you will play a pivotal role in ensuring operational excellence and exceptional customer care.

We are seeking a strong customer care leader who combines hands-on operational experience with strategic thinking. Your role will be one of vision-creation, target-setting and execution. You’ll be instrumental in helping implement Ohme’s vision, culture and process. You’ll drive strategic initiatives and collaborate with cross-functional stakeholders to enhance customer satisfaction and drive business growth.

You will be the voice of the customer and will champion our customers' needs across the Ohme business.

Requirements

You will:

• Develop and execute a global Customer Solutions strategy aligned with the company’s overall vision and translate strategy and financial plans into actionable steps for growth.
• Implement best practices for incident management, escalation, problem-solving, knowledge management, ticket resolution and service level agreements (SLAs).
• Draft, communicate and own and track business wide OKRs and KPIs for your team.
• Optimise people, processes and strategies for a customer-centric approach and set us up for success as regards delivering exceptional service.
• Champion customer-centricity by ensuring timely and effective resolution of customer issues and ensure comprehensive service delivery and the establishment of performance and satisfaction metrics.
• Ensure effective recruiting, onboarding, training & professional development, mentoring, performance management, and retention.
• Optimise resource allocation, staffing, and training to meet service demands; manage the clearing of backlogs; manage an on-call rota for the teams.
• Oversee global Customer Solutions teams to ensure consistent service delivery; establish communication channels for seamless coordination across global teams; drive alignment on global support processes and standards.
• Analyse internal operations and use data-driven insights to identify areas for process improvement; regularly report on key metrics to executive leadership.
• Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
• Stay up-to-date on industry trends: innovate and implement new support models, tools, technology and processes.
• Collaborate with other senior leaders across the firm – including Customer Success, Managed Installation, Sales, Product, Engineering – to align Customer Operations goals with business objectives and ensure a cohesive customer experience.

Who you are:

• 10+ years of experience in customer care, showing progressive responsibility in each role with at least 4 years in a leadership role; preferably across more than one organisation and in more than one sector.
• Experience gained within firms who sell a physical product is essential.
• Experience of best of breed cloud technologies including knowledge management, project management, ticketing and service CRM.
• Experience of introducing a new service CRM.
• Experienced in motivating customer-facing teams, dealing with complaints, fostering a culture of empathy, responsiveness, and continuous improvement.
• Change management expertise, with evidence of contributing to operational improvements and customer satisfaction.
• Experienced in having responsibility and oversight of a high volume of customer tickets.
• Frontline customer experience – i.e. liaising directly with customers – allied with strong Operations Management expertise: hands-on, practical operations with overall responsibility for managing a throughput of work.
• Key characteristics: Flexible; practical, hands-on; resilient; calm – but with a bias for action; a positive and “can-do” attitude with a problem-solving approach; customer-obsessed.
• Ability to work well under pressure and in a fast-paced environment.
• Strong analytics capabilities - building, analysing, and interpreting customer data.
• Experienced in communicating key metrics to senior management.
• Live our values: Move fast, be brave, push the bar, take ownership and be transparent. Be a team player with creative opinions, focused on driving solutions. Always look forward and learn from mistakes.

Benefits

Our Benefits

You’ll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

• Competitive salary and discretionary bonus
• Private Health Insurance
• Aegon Pension Scheme
• Life Assurance Scheme with death in service benefit of 4x salary
• Income Protection Scheme for long term illness
• Ride to Work Scheme
• Payroll Giving Scheme
• Season Ticket Loan to spread cost of travel over 12 months

Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.