Customer Success – Team Leader - #1730838

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We are actively building diverse teams and welcome applications from everyone

Role: Customer Success – Team LeaderLocated: London (Hybrid)Package: Competitive salary, bonus and additional benefits

(Ricoh operate a vibrant working policy giving you flexible hybrid working options)

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

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What you will be doing

This role is responsible for driving a team to provide optimal support for the sales teams, managing the co-ordination of key departments working within the CSIP framework, to maintain a streamlined end-to-end sales order cycle and maximise the customer experience.

• Responsible for leading a team that supports the internal sales teams by managing and co-ordinating administrative tasks associated with the back-office sales cycle.

• Co-ordinating with key departments such as order processing, credit control and supply chain to ensure streamlined processes throughout the customer journey and allow the sales teams to remain focused on customer engagement and order intake.

• Using a continuous improvement mindset, refine processes and identifying automation opportunities to improve efficiency achieve operational excellence.

• Responsible for driving cross-functional collaboration, to clearly define handoff points with other departments and maintain a RACI matrix outlining the key accountabilities of each area.

• Monitoring SLA achievement of the team, linked with other departments to ensure sales receive agreed service levels.

• Work in collaboration with the Programme Lead on the change programme.

You will ideally have

• Strong leadership skills with ability to motivate and inspire.
• Self-motivated with excellent organisational skills.
• Ability to manage conflicting priorities in a high-pressure environment.
• Demonstrable track record in process improvement.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in an inter-departmental capacity and influence key decision makers at all levels.
• Previous experience in a people management role would be an advantage.
• Process management qualifications would be desirable.

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.