At EcoVadis, we envision a global marketplace where sustainability intelligence influences every business decision – improving economies, people's lives and the planet we all depend on. EcoVadis counts industry leaders like Johnson & Johnson, L’Oréal, Nestlé, and Michelin, among the 80,000+ businesses on its network. 

With an ambitious, purposeful mission to provide the world's most trusted business sustainability ratings, EcoVadis is driven by a diverse team sharing the core values of commitment, customer-focus, courage, integrity, kindness and happiness. EcoVadis offers you exciting career opportunities in an innovative and dynamic environment. We are looking for passionate team players from a variety of disciplines – from CSR and sustainability experts to customer engagement and engineering talents – to join us to make a real impact on the environmental and social practices of companies worldwide. Join us! 

EcoVadis is looking for a Team Leader to oversee & manage the global operations, processes and delivery of our “Select” subscription, a brand-new dedicated service available for Portfolio Companies and Medium and Large corporations globally. This innovative service is a high-touch account management style relationship and you will be responsible for the full delivery of this solution to internal and external customers.

The team leader will be responsible for the onboarding, support and retention of these high value companies rated by EcoVadis on their sustainability performance. This leadership role involves impeccable leadership skills, business development and customer centricity, team management as well as quality, innovation, and process management.

This role reports to the Manager of the Membership Services team.

The role demands strategic vision and team leadership, a passion for understanding the business as well as top-notch communication skills. It also demands high attention to detail, understanding of data and analytics to help improve our processes and an ability to present to a high level audience. The successful candidate will be results driven and be able to adapt and thrive in a fast growing environment.

Duties include:

• Managing a team of customer onboarding representatives and account managers to ensure consistent high-quality deliverables (linked to high conversion rates on sign up, excellent customer satisfaction and NPS, strong subscription renewal rates)

• Create and implement a business development approach to drive results, including building the team vision and implementing KPIs.

• Driving results and decisions in the “Select” team through process improvement, quality assurance and data analysis for effective decision making and tools implementation to achieve business targets.

• Working alongside our analyst team, to set up delivery SLAs and provide reports to customers requesting the evaluation of their trading partners.

• Work with other Engagement Services managers to ensure consistency in the approach and to avoid creating silos.

• Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity

• Ensuring the customers' feedback is represented accurately in other business decisions (Product etc)

• Assist in employee appraisals, promotions, compensation and related topics based on the performance review.

• Assist in developing operational budgets. Monitor and control expenses according to the allocated budget.

• Assist in interviewing, recruiting and training candidates

• Conduct performance reviews and provide performance feedback to staff.

• Maintain accurate and clear documentation for operational procedures and activities.

• Work in compliance with company policies and procedures.

• Conduct regular meetings with the team to discuss issues, concerns, updates etc.

• Support operational risk and audit process for the purpose of preventive maintenance.

• Any additional task or duty that is judged necessary for the correct functioning of day to day operations of the team that may be required, can be added or asked in addition to the above.

• Proven experience of working with large, strategic organisations and/or private equity firms globally. 

• Preferred experience in leadership (5+ years), whether in operations management, account management, or customer success management

• Degree or related experience in a Business related discipline (Management, Business, Marketing)

• Working with or within the PE industry (or with VPs, C-level employees at large global corporations) would be a plus.

• Must be fluent in English. Proficiency in additional languages would be appreciated.

• Demonstrate proficiency in G-Suite products

• Familiarity with Salesforce and Pardot would be favourable

• Demonstrable experience in Agile management would be preferred.

• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service

• Passion for designing processes that scale

• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

• Action oriented; no task is too small or insignificant for you.

• Takes high degree of ownership over their work

• You have GREAT communication skills and know how to get the message across

• Planning. 

• Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals

• Ability to work under pressure and tight deadlines.

• Ability to work well in an international start-up team environment

• Interest or passion for Sustainability a plus