About Sedex
Over 85,000 global companies have chosen Sedex as their trusted partner to create more socially and environmentally sustainable businesses and supply chains.
Sedex's platform, tools and services allow members to collect, share and analyse data and manage risks in their supply chain. We enable businesses to identify issues such as forced labour, low wages and gender discrimination, and work with their suppliers to improve business practices to have better social and environmental impact.
Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.
Our Mission is to supply data-driven insight through the most accessible tools and services. We engage with companies and our community to continuously improve their environmental, social, and governance (ESG) outcomes.
The role
We are looking for a proactive and experienced individual to focus on retaining our core customer base. The Senior Customer Operations Specialist will focus on implementing strategies to re-engage customers at risk due to low platform adoption and engagement.
Working closely with the Customer Operations Team Lead, you will identify areas of priority, monitor team activities, analyse trends, and implement processes across the Customer Operations Specialist team. To be successful in this role, you have a persuasive attitude, excellent customer relationship skills, and a passion for creating lasting bonds with customers.
Key Responsibilities
- Proactively reach out to unengaged members to understand their challenges and reasons for low engagement and adoption of Sedex services
- Identify trends and analyse customer behaviour
- Gather information around customer feedback and complaints and working to resolve them
- Be instrumental in developing strategies to reduce churn and increase customer lifetime value
- Implement strategies developed to re-engage at-risk accounts, demonstrating the value of Sedex in their business operations
- Monitor and analyse the effectiveness of retention strategies and produce reports on them
- Identify and establish connections with new contacts and departments within client organisations to broaden engagement
- Collaborate with various internal departments to ensure the effective implementation of retention strategies
Knowledge, Skills & Experience
- 4 years' experience in customer success, account management, or business development
- Demonstrated success to engage at-risk accounts or increased accounts adoption of a platform/software
- Problem solving skills
- Advanced organisational skills
- Experience in selling and communicating the value proposition of products or services
- The ability to quickly learn new technology and confidently adapt to a new role, navigating associated uncertainties with ease
- Strong sales and negotiation skills
- Effective conflict resolution skills
- Strong interpersonal and communication skills to build relationships and effectively communicate with clients across all levels, including C-suite
- Experience working collaboratively with internal teams (e.g., sales, marketing, product development) to create customised solutions
- Demonstrable experience of a proactive approach to identifying areas for improvement and implementing changes
Additional Preferred Experience:
- Understanding of ESG criteria and their importance in business operations.
- Comfortable using Salesforce and/or Gainsight
Our culture
At Sedex, we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace, where they are treated with respect and paid fair wages, free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative, responsible, transparent, quality driven, and committed to service excellence.
We want everyone to feel they can be themselves and thrive at work - in every country, in everything we do, every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.
Privacy Policy
Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit. Click here to view our privacy policy