Chief Customer Officer

Key Responsibilities

Client Relationship Management

• Serve as the Single Responsible Owner (SRO) for customer relationships, acting as the primary point of contact for senior stakeholders and decision-makers.
• Build and strengthen partnerships with key stakeholders within client organisations, ensuring alignment with their strategic goals. This will include managing relationships with political leaders.
• Advocate for customers within Delt, balancing their needs with our organisational priorities.
• Chair the account management and communications teams, ensuring cohesive and effective service delivery.
• Gain a thorough understanding of client organisations’ strategic objectives and how Delt’s services support these goals.
• Drive customer-centric initiatives that enhance client satisfaction, loyalty, and retention.
• Support Delt’s growth by ensuring services meet contractual and operational expectations.
• Regularly evaluate and refine account management processes to ensure continuous improvement.

Strategic Communications

• Further develop and execute on the Delt Communications Strategy Lead to enhance Delt’s reputation and influence among existing clients.
• Ensure consistent and impactful messaging across all communication channels, acting as a custodian of Delt’s brand.
• Collaborate with the Senior Leadership Team (SLT) to align communication initiatives with strategic priorities.
• Take ownership of all Delt public relations channels including website, print material and social media, delivering content aligned with our communications strategy.
• Oversee monitoring and interpretation of broadcast, print, trade and social media for issues of consequence to the company.
• Support project managers in the communications activities related to new services or new customer onboarding.

Qualification & Requirements

Skills and Experience

Proven experience in a senior client relationship management, account management, or communications leadership role likely honed by working in senior roles within the public and private sectors in which stakeholder/customer relations and board-level exposure have been commonplace.

• Experience working with or within public sector organisations.
• Demonstrated ability to engage, influence, and build trust with senior executives and stakeholders.
• Strong strategic and analytical thinking, with a hands-on approach to execution.
• Exceptional communication skills, including the ability to craft and deliver compelling narratives for diverse audiences.
• A customer-focused mindset with a passion for delivering exceptional service.
• Team leadership skills and the critical ability to influence those you do not directly manage.
• A willingness to spend the majority of working time at customer sites. A normal week would probably be one day at a Delt office, one day at home and 3 days at customer sites.
• Specific and detailed knowledge of public administration and the local and national political environment in which Delt operates would be highly desirable, as would previous experience working within an IT organisation.

Attributes

• Leadership: A collaborative leader who inspires confidence and motivates teams to deliver excellence.
• Problem-solving: Adept at identifying challenges and implementing practical, effective solutions.
• Relationship-building: Naturally skilled at establishing rapport and building trust with a wide range of stakeholders.
• Adaptability: Comfortable managing competing priorities in a fast-paced environment.
• Integrity: Delt is a values-based organisation focussed on helping public interest organisations do amazing things. What we do really matters, so trust and honesty trump ego.

Benefits

• A supportive and inclusive company culture.
• Opportunities for personal and professional growth.
• The chance to work on meaningful projects that benefit our clients and communities.