Regional Business Partner

Impellam Group

Partner – North America

Customer Office Strategy and Consulting (COSC)

REGIONS

Reporting to the Managing Partner COSC, the Partner is accountable for the delivery of the Strategy and Consulting of the Customer Office, or COSC in their region. The Partner COSC also has a responsibility to collaborate with other COSC Regional Partners. The Partner may direct line manage Associates in their region.

The Partner COSC is responsible for enhancing customer centric practice and ways of working with strategically important customers.

As key enablers to support the retention and growth of existing or prospect Workforce Solution (WFS) customers and other strategically important customers and to increase the lifetime value of a customer, the CO play a key role in ensuring there is never a reason for a customer to leave us and every reason for a customer to join us.

It is expected this role delivers on the integrated, collaborative model to drive growth and retention whilst simultaneously building a culture of Virtuosity and customer centricity in line with the Impellam Group vision, mission and strategy and aligns to similar strategic priorities in Headfirst Group and Headfirst Global.

Partnering with brand and operational leaders of selected customers in each region, and relevant operational/sales/other teams, to support their growth strategies, understand customer needs, drive customer-led insights and nurture outstanding customer experience through rigorous review, assessment, and subject matter expertise deployment to support the full life cycle of a customer’s journey, with responsibility for support on single-regional customers and prospects. In addition, to provide data insights, independent review and enhanced services with agility and responsiveness to deliver solution strategies.

Duties and responsibilities include but are not limited to the following tasks, criteria, and attributes to successfully perform the position of COSC.

Customer Centricity Custodian:

• Provide Managing Partner COSC with visibility of strategically important WFS customer activity, satisfaction and opportunity including:
• Implement and develop a Listening Framework in the region - Quarterly roll up & report out of NPS
• Conduct CX Outline for WFS customers in each region
• Provide updates and insights on key WFS customer data, such as contract end dates, extensions, expansion opportunities and other relevant intelligence on the customer
• Collaborate with brand leaders to ensure risks and opportunities across our key WFS customers are identified and plans put in place to proactively respond
• Recommend, develop and implement tools and best practices to enhance customer centricity across the organisation
• Consistently use Customer Centric tools and processes developed to support WFS customers
• Co-ordinate the reporting of customer centric data
• Raise customer centric standards across the organisation
• Provide the best of Impellam to our brand leaders/teams and WFS customers
• Drive growth through “protecting” or “accelerating” key strategic WFS customers

Regional Customer Support:

• Deliver the CO’s Strategy and Consulting services (both internally and externally). Provide regular updates, actions and outputs from consultancy projects for key customers in the region
• Develop, facilitate and provide output from consultancy assignments – including workshops, reports and other outputs
• Conduct regular reviews to prioritise WFS customers with brand leaders. Ensuring effective support is in place at key moments that matter in the lifecycle of a WFS customer
• Drive a holistic approach to customer centricity in your region, ensure connection between the relevant Brand program teams, and the appropriate resources across the Group. Support the award, retention and growth of workforce solutions customers and increase the lifetime value of a customer and thereby ensure there is never a reason for a customer to leave Impellam
• Oversee regional objective reviews of key WFS customers, to identify risk and opportunity, and identify accounts for strategic focus
• Objectively assess the delivery of services of key WFS customers and consult with Brand Leaders on the most appropriate services moving forward
• Ensure coordination and monitoring of Customer Experience metrics across WFS customers (satisfaction, loyalty and advocacy)
• Develop Brand capabilities to conduct program management fundamentals such as Stakeholder mapping, governance reviews, strategic planning, listening framework
• Consulted on and recommend key account strategies, working together with the brand owners to drive retention and or growth
• Ensure the Managing Partner and Regional leaders are aware of key findings, lessons learned, or intelligence relating to WFS customers and the broader market
• Drive collaboration across WFS accounts, across Brands and Regions to support retention and growth and drive collaboration, with approaches like Sector forums
• Actively support the assigned pursuit lead on relevant sales opportunities
• Lead the implementation of agreed strategies and plans within the region, by demonstrating strong change management capability to protect key customer relationships and enable Virtuosos to realise their full potential
• Lead by example to promote the essence of Virtuosity and customer centricity and communicate to the business the expectations of the Group in relation to the Group’s shared culture, vision and mission
• Regular cadence with Brand MD’s & Operational/Sales Leads.

Team and Management (if applicable):

• Responsible for the day-to-day operations of their team, including recruiting, training, and managing performance. Responsible for identifying and addressing issues in the team and reporting performance to senior leaders
• Responsible for the development of the regional COSC team in line with the Virtuoso Framework and other related activities to optimise performance of the individual COSC team member or the team
• Responsible for ensuring that company policies are implemented and that the regional COSC team is working efficiently
• Responsible for communicating relevant business objectives and goals to their team, and for providing feedback. Also responsible to communicate with other managers across the organisation.
• Manage and develop the Regional CO Teams to ensure staff retention and satisfaction from internal customers
• Lead by example to challenge and inspire the CO Team to exceed customer expectations, promote the essence of Virtuosity and customer centricity and communicate to the business the services streams and proposition of the CO Team
• Promote, and conduct the affairs of the Group with the highest standards of integrity, morality, and corporate governance
• Make and keep bold promises to support the delivery of the strategic and financial plan
• Adhere to the Group’s Delegation of Authority in all business interactions.

Key success criteria

The purpose of the role is routed in there never being a reason for a customer to leave us and through collaboration bringing the best of our organisation to customers. The key success criteria is therefore a blend of enhanced retention; service expansion/diversification; enhanced customer centric ways of working and is measured by:

• Improved WFS customer retention rates versus baseline
• Enhanced Future Order Book value for WFS customers
• Direct revenue generation through:
• Identifying synergy opportunities between Impellam and Headfirst
• Increased opportunities to expand our current services to a WFS customer (either in a single region or across other regions)
• Increased opportunities to diversify and provide new services to a WFS customer
• New consulting sales revenue
• Improved conversion of new sales opportunities that involve the Customer Office
• Mutual growth opportunities – leveraging the right brands/services/subject matter experts to focus on the customer
• Improved program maturity
• Enhanced customer centric best practice – improved understanding of customer needs, loyalty and satisfaction – leveraging measures like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) as well as promotion/education of customer centric best practice

This role profile sets out the purpose and main elements of the role. It is a guide to the nature and main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not a contractual document. This document may be amended to meet the changing needs of the business.

Impellam NA is an Equal Opportunity Employer - All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. If you are in need of an accommodation to participate in the recruitment and hiring process, please contact our Talent Acquisition team at talent_hr@impellam.com.