Service and Solutions Director
Location: Corby/Manchester - Hybrid
About RS Group
Across the industrial design, manufacturing and maintenance worlds, we are the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.
We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customers' challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
We are one team. We deliver brilliantly. We do the right thing. We make every day better.
These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.
Together, we can make great things happen. Aim for amazing and beyond.
RS Group is organised into three regions: EMEA, APAC and the Americas.
The UK & Ireland is the largest market within the EMEA region, and we have created business plans to grow from £700m of revenues to £1.5bn over the next 5 years through both organic and inorganic means. In the UK there are 15 local branches serving all parts of the UK trading under RS Local ensuring we are servicing the customer and providing vital ‘over the counter’technical advice as well as ‘click and collect’ for same day/next day pick up.
Role Purpose
This role will be responsible for driving operational excellence and aligning with strategic Go To Market plans, optimising profitability, and inspiring, leading and creating a high performing culture across the RS Local operations, supporting the sales and marketing functions in providing excellent customer service support.
Placing the customer at the heart of what we do, you will create a progressive and forward-thinking team that is focussed on our customer needs and a great execution experience. In doing so, together as part of the Leadership Team we will delight the customer at every step of their interaction with RS.
This role will give the individual the opportunity to operate in a highly complex, fast-moving, multi-cultural environment and be part of a wider EMEA leadership community. The person will be actively encouraged to seek out new and better ways of developing the UK&I markets in a future proofed way.
In addition to operating as the leader of the UK&I business you will be part of a wider community with broader Sales, Marketing Product, Sales effectiveness and Solutions communities. You will be comfortable working in a matrixed environment and using all the organisational levers available for success – working towards common organisational goals and objectives.
You will be progressive in your thinking, style and ways of working and able to introduce and inspire new generations of talent in a rapidly changing digital world.
Responsibilities
- Managing the RS Local network as a critical last mile customer experience.
- Responsible for Technical Support, Calibration, Oil Sampling, Onsite Services and contributing towards the RS Plus business development team.
- Responsible for the delivering high value services and solutions continually striving for improvement and maintaining high customer satisfaction.
- Implementing new contract wins for value added services and solutions into the branch network.
- Managing the profitability & resourcing levels associated with both the implementation and ongoing management of maintenance and inventory solution contracts
- Mobilising a team to stand-up new contracts and delivery points across the RS network.
- Responsible for a team of 200 people across 15 UK based locations in conjunction with the strategic development of the value added solutions.
How I Make a Difference In This Role
- Analysing company processes and procedures.
- Developing process enhancement strategies.
- Investigating shortfalls, issues, and complaints in current business processes.
- Establishing norms and standards of company performance.
- Monitoring staff performance and organisational processes.
- Collaborating with other stakeholders to enhance productivity and staff satisfaction.
- Communicating ideas and opinions to other members of management.
- Managing and leading staff cohorts and teams of various sizes.
- Training, mentoring, and guiding team members in new processes.
- Supporting in winning & implementing new solutions wins with high value customers.
- Ensuring customers are implemented seamlessly into BAU and that customer retention plans are in place.
Essential Skills & Experience
- Extensive experience in process optimization, operations, or business management.
- A sharp eye for identifying weak points in processes and organizational structures.
- A strategic and analytical mindset.
- An excellent communicator with top-notch presentation skills.
- A thorough understanding of the latest process enhancement strategies.
- Dynamic thinking and problem-solving abilities.
- Leadership and mentoring skills.
- Confidence to lead organisational change.
- Developing and implementing sales strategies and performance goals
- Ordering and maintaining inventory and working with internal vendors
- Setting and monitoring budgets and workflows
- Proven experience of delivering effectively in a matrix environment
Leadership traits
- Accelerates change
- Empowers people to deliver excellence
- Communicates to engage
- Develops high performing teams
- Makes strong judgements
- Performs under pressure
- Strives for self-improvement
