Head Of Customer and Central Support

Parkside is a B2B porcelain, ceramic and natural stone tile specification company with over 500 designs on offer, and many exclusives, from some of the world’s most dynamic manufacturers. Whether for commercial, hospitality or high-end residential projects, Parkside’s knowledgeable team of architectural consultants are able to help specify the right products to match any design brief. Offering the latest technological innovations and tile trends, Parkside provides an unrivalled bespoke service including waterjet cutting, porcelain worktop fabrication and digital printing on to tiles. With showrooms across the country and more to follow, the company has over 50 years’ combined experience in assisting the architecture and design community to create original and inventive interior projects.

We are currently looking for a Head of Customer and Central Support! Reporting into the Commercial MD, you will lead the central sales support teams and provide effective and high-quality support for the Parkside sales team. This will cover everything from Sales support, Quotations, Samples, Delivery, add-ons sales, technical support, web leads, Stock team liaison and inventory management.

Key Accountabilities  

Customer / Strategy / Plan

• Support the Commercial MD in the development and delivery of the ‘winning through expertise’ strategy for Parkside.
• Support commercial sales growth and project progress and delivery, the key communications role with group functions, clients, delivery providers, suppliers.
• Deliver efficient and professional response to client requests and sample communications, including complaints and contract resolution.
• Effectively work with stock and finance teams in Group to meet strategic working capital targets
• Provide reporting insights and lead change in service through leading the Commercial Service Initiative

People/Leadership

• Reporting to Commercial MD, budget responsibility for c.20 people. Direct reports are 2 managers (sales support and Samples & admin).
• Visible leader of the central operations and represents Commercial at Group/ Grove Park.
• Lead the allocation of resource to support the sales Directors with fast growing sales and samples needs for their customers
• Lead the sales support team (c11), samples and admin team (6).
• Work with other senior leaders across Topps group (logistics, transport, stock, finance, buying, product admin, IT, HR, etc.) to deliver effective inter-group working and representing commercial.
• Leads the implementation of the outputs of our Commercial Business processes review project.
• Lead any IT optimisation of Commercial and drive efficiencies.
• Lead important areas like Health and Safety, Team Talk, Engagement Surveys, Working Capital reviews, Finance and internal audit contact, Customer feedback, Training on service, expertise, product.

Financial / Commercials

• Support the high incremental growth ambitions (£25m + sales ambition by 2025 in Commercial).
• Deliver effective cost management in the central team; a people budget c£450k today.
• Deliver cost optimisation on projects by working with group on delivery optimisation (Delivery costs c£2m pa).
• Drive efficiency in costs and intercompany charges, driving simplification in process.

Knowledge, Skills and Experience Required:                                            

• General rounded business skills and experience
• Longer term business thinking; creating a market leader in commercial
• Excellent communication skills and empathy
• Can do attitude and ability to see through challenges
• Experience of Project planning and leadership across an organisation
• Ability to build and maintain effective relationships at all levels
• High level of professionalism and discretion
• Ability to plan and prioritise workload
• Strong influencing skills
• Ambitious and able to deal with set-backs

This is a key role within our commercial team with huge scope for progression!