Institue of Customer Service

National Account Director Headhunters

The Business:

The Institute of Customer Service is the independent, professional membership body for customer service. The Institute is a not-for-profit body run on commercial lines with a community of organisational and individual members from across the private, public and third sectors.

They have approximately 26% of the FTSE 100 as members of the Institute. It has been established for 16 years.

The Challenge:

The Institute uniquely combines a competitive commercial environment with the supportive and personal atmosphere of a small company that is closely connected to its customer base.

The successful National Account Director will manage the Institute’s large, multisite member organisations (approx. 35 of the FTSE 350) ensuring that each has an agreed engagement plan so that their member organisations gain maximum benefit from their investment.

Our Candidate:

The successful candidate is required to be the first port of call for comment on all Customer Service related issues within member group, reporting to and supporting the Director of Customer Engagement.

They must manage a portfolio of national accounts to ensure that they are supported in line with the national account strategy and deliver strategic engagement plans to achieve revenue retention targets and individual member retention targets across those accounts.

Our Solution:

An experienced, senior-level individual who has proven success in a similar role. They are a skilled people-manager, able to coach and motivate a team, set standards and a work-pace to drive a performance-based culture.

Knowing the Client:

As is the case with most of our clients, the senior management of ICS prioritised the culture and vision on the company as a key matching factor with any successful candidate.We made sure that all of our candidates were value-driven and open-minded.

Identifying the Candidate:

With our service being bespoke, we adopted a generalist approach and targeted people based on the role and its responsibilities as well as the behavioural and cultural requirements of ICS.Client and ourselves, that they found their ideal candidate within our shortlist and the headhunt was a success.HOW YOU CAN RECRUIT THE PERFECT SALES LEADER  FREE eBOOK How To Hire The Perfect Sales Leader  You need to have the best Sales Director possible to allow your sales team to  reach their potential. How do you do that? By hiring the prefect sales leader.  How do you do that? By reading this ebook! DOWNLOAD NOW!