For almost 90 years, Securitas has increased security in a world where risks are constantly changing. Every day our employees protect what matters most to our customers. That’s why Securitas is the security partner of choice for companies around the world.
Our business is constantly evolving and while building our (new) offerings, it is essential to drive a client centric approach and safeguard the end-2-end client experience across the multiple initiatives impacting the Customer lifecycles.
The Business Process Owner Sales & Client Experience will report to the Senior Vice President Business Transformation with a dotted line to the VP Solutions Offering.
Together with the Business transformation office the BPO Sales and Client Experience will execute the European (digital) sales strategy aiming for tangible business impact. To be successful it is important to have close collaboration and alignment with the Commercial & Solutions organization, Business Process Owners, Global Digital team and IT cluster.
The BPO is part of the business transformation office, the scope includes the overall sales & client experience being it digital and/or analogue/physical. The objective is to support the commercial organization with valuable client insights by having a fully integrated value chain from lead generation to financial and operational execution.
What will you do:
As the BPO Sales & Client Experience in SSE you will act as our clients’ representatives towards our organization both in relation to the European Division and the countries where we have operations with the goal to continuously improve client experience/interactions across client interaction points. Based on fact-based client insight and research you create and own appealing Customer lifecycles for all types of clients and (combinations of) protective services.
Within the roll you actively participate in divisional projects/initiatives to support the translation of the Customer lifecycle service promises into actual design of the interaction points, safeguard ways of working and provide data and insights.
Based on the above, you will work with diverse teams to implement improvements and transform the sales processes and improve client experience. This ranges from dedicated project teams to marketing, sales, solution, electronic security, guarding, and other functions. The goal is to create an industry leading client experience with a seamless transition between digital and physical client touchpoints.
Key Responsibilities:
Responsible that our commercial client processes are designed, optimized and aligned with the business objectives. This includes ensuring end-to-end data integrity, process consistency with other applications. The commercial and financial master client data need to be smoothly integrated to free up time for our commercial organisation
Work closely with the BPO ERP, BPO Solutions and stakeholders in the Commercial & Solution organization to ensure seamless data flow and process integration from CRM to ERP and other client related applications
Serve as the single point of contact for client requirements in North Star (as well the Operating models) and represent the client perspective in Securitas client-facing development projects
Takes a data-driven approach and understand existing commercial processes within CEP and other client related applications. Define, develop, and continuously improve Client Sales and CEP processes to optimize the value chain and to support sales, marketing, and customer service teams, ensuring alignment with ERP processes and business objectives
Take ownership of developing sustainable and scalable divisional best practices, methodologies, and policies related the customer journey
Design the customer experience vision and experience strategy that will support measurable increase in client satisfaction, retention and loyalty
Key Deliverables:
Gather and analyze input from NS countries to identify gaps in the customer journey created by processes, applications and integrations. Develop and document the business requirements for Sales & Customer Experience to address these gaps effectively
Continuously updated Customer lifecycle maps for all client segments, which describes the key moments that matter from a client perspective, the current status of these interaction points and the main actions to take to drive improvement. This includes keeping the value streams and processes up to date in Lean IX
Implemented and operationalized client insight framework (across Customer lifecycle) for all client categories for the SSE division and key countries
A concrete roadmap on improvement of the client experience
Lead change management efforts to enhance adoption of processes and applications related to the customer journey, providing training and support to sales teams and other key stakeholders.
Establish KPIs and reporting mechanisms to measure CEP process efficiency, sales effectiveness and the impact of CRM-ERP integration and client satisfaction.
Work closely with the Commercial Platforms team to align strategies and identify synergies in Business As Usual (BAU) operations. Foster a collaborative environment to ensure seamless integration and process optimization.
KPIs based on:
Net Promoter Score (NPS)
Client Satisfaction (CSTAT)
Client churn/retention rate
Key Competencies and Skills:
Strong communication and interpersonal skills
Problem-solving abilities
Strategic thinking
Structured and analytical
Strong self-motivation.
Project Management skills
Tech Savvy
Lean/Six Sigma certification is a plus
Experience in:
Designing and implementing Customer lifecycles
Conducting Client research
Analysing and interpreting data
Project Management
Working with client service or client relationship management software and tools, preferably MS Dynamics or Salesforce.
Education:
A bc degree in marketing, business administration or a related field.
What we offer:
At Securitas we believe in doing the right thing and doing it well. For our customers and our employees. Our employees come from all walks of life and bring with them a multitude of talents and perspectives. We aim for diverse representation throughout the company, and we are committed to equal pay, safe working conditions, gender balance and an inclusive work environment with a wide range of skills and development opportunities.
Reporting to:
Direct line to Senior Vice President Business Transformation
Business Process Owner Sales & Client Experience