VP Customer Sales & Service

Who we are

We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. 

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world. 

The purpose of this position is to lead the delivery of our Customer Service and Retention Sales strategy via our global contact centre service partner to deliver best in class customer service.

Role:

We are seeking a seasoned executive to serve as our VP Customer Sales & Service, leading the development and execution of strategies to deliver exceptional customer experiences within our contact centre settings. As a key member of our Customer team, you will be responsible for overseeing the customer service department, driving operational excellence, and ensuring alignment with business objectives.

Key Responsibilities:

• Strategic Leadership:  Develop and execute comprehensive strategies to enhance customer satisfaction, loyalty, and retention.
• Operational Oversight: Lead the customer service department and sales retention department, ensuring efficient operations, and high-quality service delivery.
• Team Management:Manage and develop a team of customer service professionals, providing coaching, guidance, and resources to drive performance.
• Process Improvement: Analyse and optimise customer service processes to reduce costs, increase efficiency, and enhance the customer experience.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure customer service and retention sales effectiveness, including response times, resolution rates, and customer satisfaction scores.
• Collaboration and Communication: Foster strong relationships with cross-functional teams, including sales, marketing, and product development, to ensure alignment on customer needs and expectations.
• Customer Insights: Stay up-to-date on industry trends, customer behaviors, and emerging technologies to inform strategic decisions and drive innovation.
• Budget Management: Oversee contact centre budget and resources, ensuring effective allocation and utilization.
• Risk Management: Identify and mitigate risks associated with customer service operations, ensuring compliance with regulatory requirements.

Required Skills:

• Leadership Experience: Proven experience in a leadership role in both a client and vendor setting; driving customer service excellence and operational efficiency.
• Strategic Thinking: Strong strategic thinking skills, with the ability to develop and execute comprehensive plans to drive business growth.
• Operational Expertise: In-depth knowledge of customer service operations, including process optimisation and cost reduction strategies.
• Collaboration: Excellent collaboration and communication skills, with the ability to work effectively with cross-functional teams.
• Problem-Solving: Strong problem-solving skills, with the ability to analyse complex issues and develop effective solutions.
• Customer Focus: Deep understanding of customer needs and preferences, with a passion for delivering exceptional customer experiences.
• Technical Proficiency: Proficient in customer service software and tools, including CRM systems, analytics platforms plus experience of delivering through AI
• Advocacy: Act as the customer’s voice at The Economist

Requirements:

• Experience: customer operations leading both the customer service and sales functions. Have at least 5 years in a leadership role.
• Industry Knowledge Strong understanding of the customer service industry, including trends, best practices, and emerging technologies.

If you are a seasoned executive with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity to lead our customer sales and service team!

What we offer

Benefits
We offer excellent benefits including an incentive programme, generous annual and parental leave policies, volunteering days and well-being support throughout the year, as well as free access to all Economist content. Country specific benefits are also offered.

Our Values
Our values are a collective set of beliefs and behaviours that strengthen The Economist Group's purpose and demonstrate where we want to be as an organisation. They reflect on our mission to pursue progress for individuals, organisations and the world.

Independence
We are not bound to any party or interest and encourage exploration and free-thinking. We champion freedom, both within our organisation and around the world.

Integrity
We are bold in our efforts to uncover the truth and stand up for what we believe in. We inspire trust through our rigour, fact-checking and transparency.

Excellence
We aspire to the highest standards in all we do. We are ambitious and inquisitive in our pursuit of continuous progress and innovation.

Inclusivity
We value diversity in thought and background and encourage healthy debate with a breadth of perspectives. We treat our colleagues and customers fairly and respectfully.

Openness
We foster a collaborative and empathetic culture conducive to the interests, wit and initiative of our colleagues. New ideas are our lifeblood.

The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our colleagues and potential colleagues regardless of ethnic origin, national origin, gender, gender identity, race, colour, religious beliefs, disability, sexual orientation, age, marital status or any other status.