Client Success Stories: Diverse Leadership Placements
Customer Services Director
Utilities
The Hiring Manager was not confident that what he was looking for could be found. His confidence was also low due to a recent search campaign with another search firm not giving him the outcome that he desired, and so there was a lot of cautiousness around hiring this particular role.
READ MORECustomer Experience Director EMEA
Consumer Goods
We were given an extremely tight brief for this role, and the one stipulation we knew was going to be a challenge, was the German language requirement, which was non-negotiable.
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Commercial Director
Beauty
This scaling, category defining challenger brand have grand ambitions and are already experiencing 3x growth year on year through their D2C digital and partner channels.
READ MOREMulti-Channel Strategy Director
Top 5 Insurer
At the time there were not many financial services organisations within General Insurance who had operated effectively in the digital space, in particular within robotics and automation, and so the talent pool available to take candidates from for this role, was potentially very limited.
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Director of Quality
Telecommunications
A senior level new appointment and confidential search. We were contacted by the Senior Resourcing Lead of this leading FTSE 100 Telecommunications provider with a brief to find a transformative leader, an individual who would be able to develop a best in class customer service and complaints strategy.
READ MOREOperations Director
Luxury Consumer Goods
A market defining challenger brand with predicted growth of 3X were looking to appoint an aspirational future Chief Operating Officer, Operations Director.
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Sales Director
B2B Utilities
Having worked on a number of campaigns for this client across Operational Contact Centre Leaders and Workforce Planning roles, Holly was approached by the HR Director and COO of this business to conduct a campaign for a newly created Sales Director post.
READ MORECustomer Experience Director
Housing
The COO said at the end of the meeting that they were really excited about hiring their new Customer Experience Director now, whereas leading up to this meeting the Customer Experience ‘theory’ had gone a little cold as other business agendas had taken over. The search began
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Head of Customer Services
Utilities - Consumer
We had previously worked with this Utilities provider and were approached by the Group HR Director to work with them again on an exclusive basis, for another critical new hire.
READ MOREDirector of Resource Planning
FTSE 100 Energy
A direct market approach had not proven completely successful and this business needed a seasoned professional to define and deliver a complete overhaul for their resource, planning and operational support functions.
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Operations Director B2B
Utilities
Following the success of three retained searches for the Retail business and following a referral from the Chief Executive Officer, we had successfully placed some business critical hires across; Operations, Workforce Planning and Operational Support.
READ MOREHead of Claims
Motor Insurance
A highly confidential search This role was vital to the operation and the hiring manager needed someone who was hands on in terms of operational management whilst also having the strategic ability to develop the claims strategy.
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Head of Strategic Planning - COO
Business Services Outsourcing
A highly confidential search, reporting to the CEO, this newly created role had to create the vision strategy and planning to transform the operations into a passionate, quality driven, performance focussed business ready for rapid growth and scale. They also needed the individual to be capable of future succession to a COO role
READ MORECustomer Experience Design & Optimisation Lead
Insurtech
A newly created role to make some subject matter expert senior leadership team appointments in this rapidly scaling, award winning business. A strategic, matrix role who would need to manage the expectation of the business, client partners and deliver the desire and ambitions of the internal stakeholders and board.
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Head of Logistics
Water Retailer
The role was a challenging search, as the business are passionate about hiring a diverse and inclusive workforce and were looking for succession opportunity, as well as having someone capable of taking a business plan in which they would be required to scale and expand an entirely new business unit entwined with most of the existing areas of the company.
READ MOREInsight Director
Research and Insight CX Consultancy
The role required an individual who could own and deliver a roadmap of deliverables and outputs that will deepen understanding of key customer drivers, focus areas, and opportunities to improve NPS. Capable of demonstrating the linkages between operational, behavioural and research data to build a systematic and effective approach to creating insight from analytics.
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Head of Customer Experience - Interim
Housing Association
A difficult skilled appointment to lead on an ongoing complaints project, with a challenging timeline of 5 weeks from breifing to start date required for this Interim Head of Customer Experience project. 'I am delighted with the service you have given me. Delighted with the quality of candidate, your balance on culture and skill, the rigour of the selection process, insights with the reports and your pace (when I thought I had given you mission impossible)'
READ MOREDirector of Forecasting and Planning
Insurance Loans and Breakdown
We spoke with the Chief Operating Officer of this large complex fast paced business about a potential search for a Director of Forecasting and Planning. The need for forecasting and planning was significant over a number of business crititcal function which included, customer operations, contact centre and field operation workforce.
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Operations Director
Travel and Pet Insurance
The level of attention to and detail and that balance with matching the needs of the client with the needs of the candidate individual were a clear differentiator
READ MOREGuest Experience Director
Travel and Hospitality
A pivotal, newly created role to drive the future customer and guest experience strategy and to future proof the business, delivering a best in class experience
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Business Development Director
Global BPO/Outsourcing
We met with the SVP at an industry event and got talking about the Utilities market, challenges and opportunities when they asked us if we might be able to help them hire a subject matter expert, big hitter in their Business Development team. They knew their own network did not contain the right skills and cpaabilities and wanted to partner with an industry specialist to carry out a thorough market search.
READ MOREManaging Director - Telco
BPO/Outsourcing
We had worked with this business successfully over a number of years and placed a number of senior Operational leaders and Directors, subject matter expert and support roles. Due to the size of the growing business operations they now needed to appoint a commercially sound operational led Managing Director for their Telecommunication markets.
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Chief Customer Officer
Utilities
Working closely with the CEO, Group HR Director, this role for a Chief Customer Officer was a business-critical position to hire in order to navigate the challenges and changes that had company-wide influence within a very short time frame. The role would come with an ambitious number of key deliverables to be achieved during an ambiguous time for the business’ future.
Meet the Team
Michelle Ansell
Managing Partner - Executive and Professional Search, CX, Operations, Transformation and Customer - Diverse Leadership, Chief Customer Officer.
Perry Fletcher
Practice Lead - Resource Planning, Customer Insight, Analytics and Operational Support functions at Director, 'Head of' and Subject Matter Expert level
John Montgomery
Practice Lead - Insurance, Insurtech, Banking and Financial Services at a Director, 'Head of' and Subject Matter Expert level
Holly Beeston
Practice Lead - Utilities, Energy, Water, EV, Engineering, Sustainability, B2B , B2C
Rebecca Harris
Recruitment Support Team Lead
Call us
+44 (0) 345 620 9720
Visit us
Garrick Suite, 15 Market Place, Lichfield, Staffordshire, WS13 6JX
mail@douglas-jackson.com