Manager, Professional Services

Role Purpose:

An exciting role exists for a Professional Services Manager. This key role offers variety and challenge for the right highly motivated and capable individual with good industry knowledge, excellent people skills and the ability to understand technical detail. The role includes training and managing a team of software professionals to deliver supply chain software solutions to our customers driving added value and customer advocacy and success.

Key Responsibilities:

• You will be responsible for leadership, mentoring and team development in the region that can deliver projects that adds value to our customers business and our own business. This includes maintaining high standards in all internal and external documentation, process standardisation, control and improvement.
• You will be responsible for all our client projects. This may include being involved in the business process analysis of clients planning and control process, identification of what could be changed to deliver a better process and results with the help of Coats Digital products.
• Responsible and accountable for ensuring implementation KPIs (Efficiency, OTDP, Quality) and Management Reporting is monitored on all projects.
• Managing of client expectations, communication with the client project team, ensuring steering group meetings are arranged, ensuring concerns are addressed etc.
• Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.
• Give compelling presentations up to and including board level.
• Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.
• A more ‘hands on’ approach will be required for ‘special’ projects where you’ll expected to lead the project much closely.
• Communicate effectively and build strong working relationships with clients and internal employees at all levels.
• You may also be involved in Customer Success process to ensure both the clients process and the Coats Digital products keeps pace with the latest developments in the industry.
• Conduct occasional training sessions with the Customer Services team
• Other duties or special projects as reasonably requested by Coats Digital

Qualifications and Experience:

Experience

• At least 10 years’ experience in the fashion industry as a manager of PPC / Sales, Merchandising, Production, IE or IT.
• Sufficiently ‘hands on’ to learn to configure any Coats Digital products in detail gaining knowledge of the software configuration to fully understand the practical use of the solution.
• Technically adept and capable of learning new software – a proactive self-learner.
• Experience of MS Office, Email (other experience with CRM, ERP etc. useful).

Leadership & Management

• Strong team management and leadership skills to ensure the Customer Services Team provide customer service excellence and champion customer advocacy.
• Provide regular feedback to team members on performance and progression.
• Help to manage workload priorities and co-ordinate with other internal teams.
• Report up through Customer Services & Customer Success to improve process, approach and customer advocacy.
• Focus on continuous improvement of process and service delivery.

Communication

• Excellent reading and writing skills in English.
• Communicate effectively and build strong working relationships with clients and internal employees at all levels.
• Good stakeholder management client-side and internally.
• Give compelling presentations up to and including board level.

Documentation

• Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.
• Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.

Analysis

• A strong analytical approach to problem solving.
• Ability to listen and interpret user needs (apart from user wants) and provide workable solutions to problems.
• Understand client requirements whilst offering solutions in line with the software capability plus offering best practice options.

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.