Head Of Customer Service

An experienced Head of Customer Service is needed to join our team at Zoetis, the world's leading animal health company based in Surrey, on a full-time basis. 

As a Fortune 500 company, Zoetis generated revenue of $2.2 billion in Q3 of 2023 with approximately ~13,800 employees!

You will head our Customer Service team and report directly to the Director of Commercial Operations. There will be occasional travel within the UK and overseas.

This is an amazing opportunity to join our leading Fortune 500 company and progress your career!

About Us

As the world's leading animal health company, Zoetis is driven by a singular purpose: to nurture our world and humankind by advancing care for animals. After innovating ways to predict, prevent, detect, and treat animal illness for more than 70 years, Zoetis continues to stand by those raising and caring for animals worldwide - from veterinarians and pet owners to livestock farmers and ranchers. 

The company's leading portfolio and pipeline of medicines, vaccines, diagnostics and technologies make a difference in over 100 countries. 

About the Role

The Head of Customer Service is responsible for the customer strategy throughout the UK business. They lead the provision of Customer Service excellence and define a customer charter that shapes how Zoetis thinks, feels and acts towards our customers.

They work alongside the Business Unit directors to ensure the realisation of the customer strategy in the field, with sales force teams selling directly to customers.

They support the Customer Services Manager in the process of resolving customer issues. They are ultimately responsible for the customer experience at the point of issue - aiming to achieve customer satisfaction, loyalty and retention.

Key Responsibilities:

• Develop and deliver a long-term customer strategy that supports the Zoetis goals and business objectives
• Recognise where opportunities exist to better support customers' needs and increase customer engagement
• Work alongside relevant members of the UK Leadership Team to support the communication strategy with customers
• Work closely with Business Unit Directors to ensure consistent and detailed understanding and application of the customer charter at all levels in the Business Unit
• Utilise Customer Service gap analysis to identify opportunities for improvements
• Investigate and evaluate new providers and technologies to advance customer insight and opportunities for Zoetis
• Handle customer issues that require escalation to a senior level. Take ownership of complex or long-standing customer issues and follow through to the point of resolution
• Measure customer satisfaction with reporting based on analysis of data, KPIs and business information
• Manage the Customer Service response to major incidents in association with internal stakeholders from PR and Communications teams
• Ensure the function maintains high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global Vet Policy, Zoetis values and local codes of practice
• Ensure the management of direct sales and end-to-end processes for Order to Cash with wholesalers and direct customers
• Support the team through periods of change that will drive process enhancements and deliver improved results
• Ensure people in the team are managed using the expectations set out in our company vision, mission, values, behaviours and policies
• Support effective cross-functional working groups throughout the business that enable idea sharing, relationship building and the development of support networks
• Empower the Customer Support Team to develop mutually beneficial and productive long-term partnerships with our customers

Required Skills:

• Communication skills, both written and verbal communication
• Customer focus with a strong service orientation; champions a customer-focused environment
• Commercial thinking with strong business and financial acumen
• Analytical skills, methodical and insightful at problem-solving
• Leadership capabilities: communicates, grows talent, identifies potential, inspires and enables
• Organised and effective ways of working; recording of data, prioritising, time management
• Relationship and stakeholder management, interpersonal skills and influencing abilities 
• Promote a culture of doing right by the customer; act responsibly and respectfully
• Use tangible information that tells you how the customer feels about Zoetis. Measure their satisfaction, our effectiveness - and work to better the results
• Make bold decisions to enhance the distinctiveness and reputation of Zoetis. Communicate them eloquently with external stakeholders and groups

Required Experience:

• Qualification relating to Customer Service, marketing or SAP is beneficial, not essential
• No minimum level of education or qualification is required for this role
• Experience in Customer Service supervisory or management role
• Experience in a role exposed to service-level delivery and business operations
• Experienced user of SAP and OTC systems, beneficial
• Professional experiences gained in industries or sectors outside of Animal & Human Health are welcomed

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles, including; Customer Service Director, Chief Customer Officer, Senior Manager of Customer Service, Customer Support Lead, Director of Client Services, Customer Experience Manager, Head of Customer Relations, and Customer Care Director, may also be considered for this role.