Customer Service Director - WEX Europe Services

Customer Service Director

WEX is a leading European and Australian fuel card provider. WEX Europe is born from the integration of WES (WEX Europe Services Limited) and WFE (WEX Fleet Europe.)

The Customer Services Director will be a member of the Global Fleet Service Operations Leadership Team reporting directly to the SVP, Service Operations.  This role will also be an adjunct member of the WEX Europe Executive Leadership team and the WEX Australia Executive Leadership team to participate in setting European and Australian strategy and ensure achievement of revenue and operating income goals. They will have full responsibility for understanding the European and Australian go-to-market Sales and Product strategies and developing and implementing market-leading, cost effective Customer Services strategy across Europe, the UK and Australia. They are further responsible for a dotted line reporting relationship for Logistics in Europe (card production, postage and printing.)  They are also responsible for partnering across the Service Operations leadership team to set Global Fleet operations strategy, direction, targets and help determine how

This role is a 6 months Fixed Term Contract

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Job Summary

Salary Competitive
Job Type 6 Months Fixed Term Contract
Reference Number UKCUSSD
Closing Date 31/01/2022

What we offer:

  • Competitive basic salary of up to £120000 pro rata
  • Working Monday – Friday
  • 6 months Fixed Term Contract
  • Company pension & life assurance scheme
  • A generous holiday allowance of 25 days plus bank holidays
  • Holiday purchase scheme, the ability to get an additional 5 days annual leave per year
  • Employee discount platform
  • Incentives schemes, companywide and departmental
  • Great working environment
  • Employee referral programme & Employee assistance programme

Key Responsibilities of the Customer Services Director:

  • Improve upon entire customer services processes or systems, leveraging personal past experiences and in-depth understanding of best practices that may improve the performance of Customer Services and share best practices across other geographies
  • Develop and lead a senior operational management team to enhance performance by setting clear areas of responsibility and accountability
  • Own the P&L for the Customer Services Department and seek continued improvement in productivity driving cost optimisation as measured by both meeting or exceeding budget targets and reducing unit cost measured by overall department cost per unit of fuel pumped and per account; Perform critical data analytics to fully optimise service operations through strong analytical skills and understanding and effective use of customer service forecasting methodologies (e.g., Erlang modelling)
  • Partner effectively with Product and Sales Heads of both Europe and Australia to understand upcoming pipeline of sales and of product initiatives to ensure both effective and scalable support for sales growth
  • Develop a strategy to holistically and effectively use contracting resources where appropriate across Europe to achieve P&L goals
  • Develop a strategy with IT leadership to balance the conversion and consolidation of systems across the current WES and WFE organizations in Europe and the UK while mitigating the impact to customers and minimizing cost implications
  • Improve CSAT (Customer Satisfaction) and NPS (Net Promoter Score), or other customer metrics to be determined
  • Be an active and engaged leader and problem solver in global service operations challenges and bring experience and talent to bear with peers to help in the development of solutions
  • Lead, engage and empower employees to ensure they are fully motivated to achieve their best performance. Create a performance management culture and ensure poor performance is not tolerated
  • Ensure continual upskilling by evaluation, development and training of employees through partnership with Learning and Development and develop and share best practices across the organization
  • Drive improvement in recruitment and retention processes
  • Drive a sale through service strategy
  • Accountable for compliance with all legal and regulatory responsibilities across all geographies across UK, Europe and Australia
  • Identify risks and provide mitigation strategies
  • Define effective and cost efficient resourcing strategies to be employed, taking into account country, geography and language


  • Strategise operations, coordinating with the sales leadership, finance partners, IT partners and enterprise partners to drive initiatives forward.
  • Lead productivity assessments of the operations teams to identify strengths and opportunities for growth.
  • Drive adoption and compliance in all aspects of operations.
  • Create and deliver a robust performance management capability which is consistent and drives behaviours and performances
  • Identify and qualify opportunities to create synergy across the organisation and ensure seamless integration of WES and WFE into one WEX Europe organization designed to deliver effective, world class service in support of sales growth at consistently declining unit cost

Skills & Experience Required:

  • Key partners and day to day interactions will include Head of European and Australian Sales, Head of European and Australian Products, Key customer meetings – ability to develop materials, presentations and strategies to discuss and present at senior levels is critical
  • Extensive experience leading operational customer services teams across Europe and other geographies a plus
  • Strong commercial acumen
  • Ability to produce and interpret MI and BI
  • Ability to motivate and influence employees at all levels
  • Excellent communication and negotiation skills
  • Ability to succeed in a changing environment
  • Proven experience in successful design and implementation of business processes.

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