Head of Customer Relationship, Zenith
Package
Competitive salary, including bonus, car and other excellent benefits

The Role

Zenith is the UK’s leading independent leasing, fleet management and vehicle outsourcing business. These are exciting times for the company, with strong growth and the development of new markets. New majority shareholder Bridgepoint Capital has provided additional backing to drive the company’s objective to build an ‘automotive superpower’. The recent acquisition of HGV specialist CVL has diversified Zenith’s vehicle and customer portfolio, and underlines the long-term strategy of continued investment in new markets, digital transformation and developing the value proposition.

Zenith is a great place to work, and has been named in the Sunday Times Best 100 Companies To Work For for the fourth year running. The company is relocating its Leeds office to the prestigious Kirkstall Forge development. Zenith recognises the high performance of its business is due in large part to hiring great people, and investing in their training and development.

The newly created role of Head of Customer Relationship is responsible for the consistent delivery of Zenith’s relationship model, and managing the dedicated UK CRM team. This hire will be on the frontline of enabling great customer satisfaction, which is the crux of Zenith’s model, and drives the core values.

The Person

The individual will build and oversee a consistent CRM strategy, and be accountable for budgets and targets. They will maintain and develop a robust CRM system (Salesforce), handle high-level complaints and proactively utilise the full product proposition to up-sell and cross-sell. This role, and the team, must continually build and develop the in-life relationship of each customer, and the ability to grow the executive program is a critical element of the role. The long-term value of clients underpins the relationship model.

The ability to lead, motivate and organise the CRM team will determine the success of this role, in addition to recruiting, training and managing the team’s performance. Zenith has a strong culture, and ‘likeability’ will play a huge part in selecting the candidate. The Head of Customer Relationship will report to Ian Hughes, who has recently been promoted to MD – Cars & Vans. As he takes on new responsibilities, this individual must provide Ian with the confidence that the CRM team is in good hands.

The successful candidate must have the following characteristics:

• Hardwired customer focused experience

• Thrives in a fast paced team environment

• Technical capability, consultative, detail orientated

• A leader, organiser, motivator

• Goal-orientated, thrives on pressure, uses initiative

• Proactive, with the ability to up-sell and cross-sell Zenith’s solutions fully

• Commercial, strategic, customer focussed, genuine team player

• A great communicator, adaptable to the boardroom and all levels at Zenith

• Process and service orientated

• Thrives on accountability, being visible and active with customers: very much a ‘player-manager’

Location

Leeds, Yorkshire

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