Original listing text, shown exactly as published by the company.
Key Responsibilities
Service Improvement & Strategy
- Lead the design and execution of the service improvement roadmap aligned to organisational goals.
- Identify and prioritise improvement opportunities through data analysis, customer feedback, and stakeholder input.
- Drive root cause analysis (RCA) for recurring service failures and implement permanent corrective actions.
- Champion a continuous improvement mindset across Customer Enablement team.
Salesforce Platform Ownership
- Act as the business owner for Salesforce Service Cloud, owning the Customer Enablement roadmap and prioritisation to ensure it supports best-in-class service delivery.
- Establish and run a lightweight governance and change-control process (intake, impact assessment, release planning) in partnership with IT/RevOps/Salesforce technical owners.
- Drive adoption and optimisation across Customer Enablement (process alignment, enablement/training, comms), ensuring capability is in place to administer and continuously improve the platform.
Stakeholder & Resource Management
- Identify and manage project dependencies across teams including IT, Operations, Commercial, and Product.
- Coordinate internal and external resources, ensuring the right people are engaged at the right time.
- Proactively manage and escalate risks and issues to prevent project delays or scope creep.
- Drive clear decision-making within projects, ensuring accountability is assigned and tracked.
Stakeholder Communication & Voice of Customer
- Translate customer and internal feedback into clear problem statements, service requirements, and prioritised improvement themes.
- Engage directly with customers and key accounts (where appropriate) to validate pain points, test solutions, and measure impact on experience.
- Communicate the roadmap, progress, and outcomes to senior leadership with concise updates, risks/decisions required, and benefits realisation.
People & Change Leadership
- Coach and mentor service team members in improvement methodologies (Lean, Six Sigma, Agile).
- Lead change management activities to ensure new processes and systems are successfully embedded.
- Foster strong cross-team relationships to remove silos and accelerate improvement delivery.
Skills & Experience
Essential
- Proven track record in a Service Improvement, Service Excellence, or Operations Improvement leadership role.
- Strong experience with Salesforce Service Cloud as a business owner/product owner (e.g., case management, SLAs/entitlements, knowledge, automation/flows, and reporting/dashboards).
- Demonstrable experience using data and insight to drive process improvement decisions.
- Excellent stakeholder management skills with the ability to influence at all levels.
- Exceptional communication skills — written, verbal, and in data storytelling.
Desirable
- Understanding of ITIL, Lean, or Six Sigma methodologies.
- Experience working within a SaaS, technology, or automotive software environment.
- Familiarity with additional CRM or service platforms (e.g. ServiceNow, Zendesk).
- Project Management qualification (PMP, PRINCE2 or equivalent).
- Experience managing multi-geography or multi-market service operations.
What Success Looks Like
In the first 6–12 months, the Service Improvement Leader will have
- Delivered a prioritised service improvement plan with measurable outcomes.
- Optimised Salesforce Service Cloud to improve visibility, automation, and team productivity.
- Take responsibility of in-flight projects and deliver with success in line with project plan
- Built strong cross-functional relationships that accelerate the pace of change.
Values & Behaviours
- Customer-first mindset — always asking "how does this improve the experience?"
- Analytically driven — comfortable with data, not reliant on gut feel alone.
- Collaborative leader — builds trust and brings people on the journey.
- Resilient and pragmatic — navigates ambiguity and delivers despite complexity.
- Growth mindset — continuously learning and encouraging others to do the same.
