Position will:
• Work in an international environment, overseeing client representatives in Europe and North America.
• Lead your team through growth, change and improvement.
• Empower your team to provide an effortless customer experience through standardization, optimization and automation of business processes, as well as leveraging data intelligence.
This position will allow you to obtain experience in the responsible investment industry, enhance your customer service, team building and data intelligence skills, and expand your business network, with opportunities for quickly taking on new responsibilities. We are looking for a strong people manager with experience in customer service and excellent data intelligence skills.
Key Responsibilities Team management:
• Provide strategic vision and business planning for the team
• Manage individual client representatives, taking responsibility for their growth and development
• Lead team meetings, provide direction and foster team spirit
• Report to upper management as needed
• Represent the team in various cross-functional settings
Client portfolio management:
• Work with Sales to ensure proper onboarding of new clients and growth/retention of existing relationships
• Monitor the growth of CST’s client portfolio and work towards upscaling targets and client growth and retention targets
• Oversee and direct team initiatives to improve the customer experience
• Lead the team in further standardization of client interactions through clear rules and protocols
• Serve as the escalation point for difficult client interactions
Automation and data intelligence:
• Spearhead enhancement of technical tools to facilitate efficient, standardized, and – where possible – automated client interactions
• Ensure data capture in our client relations management (CRM) system
• Oversee and direct the creation of data analysis & reporting mechanisms that exhibit team performance and client health, in support of strategic decision-making
Qualifications
• At least ten years’ relevant experience, including several years in customer service
• Direct client facing experience, preferably in the financial services industry
• Ability to speak directly to clients when needed and set team standards for customer service
• Strong people management experience
• Ability to lead teams through fast-paced growth and change while ensuring team morale
• Experience working with ticketing software or similar
• Experience with business process optimization approaches like Lean Six Sigma
• Advanced data intelligence skills (Excel, PowerBI)
• Nice-to-have: experience in project managing the development of user interface systems
• Passion for sustainability, ESG and responsible investing
• Flexibility to work outside of standard office hours when needed
About Us
Sustainalytics has been a leading independent provider of Environmental, Social and Governance (ESG) research for the last 25 years. Our insights are used by clients to make better informed investment decisions, engage with companies in relation to their business activities and drive change.
Sustainalytics is a growing organization with 800 employees and 17 offices globally. We have a flexible and supportive working culture and empower our employees to progress and develop quickly in an entrepreneurial environment.
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