Team Manager

Your new company 

We are looking for a passionate individual who can lead and inspire a team of licensing officers in the delivery of excellent customer service and play a key role in improving our customer interactions.  

You will bring your leadership and relationship management skills to develop a high-performing team where every customer interaction counts. Working within the commercial arm of our organisation, the Licensing function plays a pivotal role in managing the use of the MSC ecolabel, which enables MSC’s partners to promote their commitment to certified sustainable seafood. Critically, it also ensures MSC can continue its work and commitment to improving the future health of the oceans.  

Your new role 

The successful candidate will use their customer service experience to improve how we deliver licensing services to meet our partners needs, ensuring their queries are resolved to a high standard whilst delivering to a clear set of objectives.  You will have hands-on oversight of the team’s workload, with key activities revolving around issuing new licences, approving the use of the MSC ecolabel and collection of financial data from certified partners to enable accurate calculation of royalty fees and timely issue of invoices.

In undertaking the role, you will always be looking at ways we might improve our customer support processes, working closely with our partner-facing outreach teams across the globe. You will also have opportunities to suggest and lead licensing process improvement initiatives, identifying critical paths and removing blockages.

What you'll need to succeed 

You will have:

• Excellent team leadership skills, ideally gained from leading a diverse, customer-focused team, and you are able to influence, inspire confidence and build consensus
• Proven customer service experience, with an ability to communicate complexity clearly and simply to both internal customers and external global customers
• A track record of resolving complex problems and taking a proactive approach to analysing issues and generating solutions 
• The ability to analyse data; be proficient in utilising data to measure targets and service levels and help drive decision-making
• Experience of managing operational projects from inception to implementation, which are designed to streamline processes and procedures  
• Well-developed IT skills, being competent in using Microsoft Office products and a good knowledge of CRM (Customer Relationship Management) applications such as Microsoft Dynamics or Salesforce
• A good understanding of licensing intellectual property; trademarks experience would be an advantage, but is not essential.

What you'll get in return 

As a non-profit organisation, we offer our staff the opportunity to work in an area they’re passionate about, alongside equally passionate colleagues from across the globe. We want our people to grow with our organisation, so we also offer opportunities for training and development, and we reward our staff through our country-specific benefits.

Our UK benefits include:

• 25 days annual leave
• Employer pension contributions of 9% on successful completion of probation
• 4x annual salary life cover
• 35 hours working week
• Many additional discretionary benefits, including opportunities for learning and development.
• Retail discount scheme
• Season ticket loans
• Cycle to work scheme

What you need to do now 

If this has inspired you, please visit the MSC’s dedicated microsite to find out more information and to apply for the role.  We look forward to hearing from you! 

https://webmicrosites.hays.co.uk/web/marine-stewardship-council