CASE STUDY
Global Head of Customer Services
Client
A European-owned and headquartered multinational advanced engineering / digital solutions business with 100,000+ employees
Sector
Engineering
Scope
Recruiting a high-calibre global head of customer services for the largest division of the business with over €9bn revenue
Location
Global
The Context
Due to an unforeseen departure of the previous incumbent, and limited internal talent options, a need arose to recruit a new Global Head of Customer Services. The client wanted to gain a comprehensive understanding of the external talent landscape in the context of its direct competitors and global B2B organisations.
In the first instance the client wanted to receive confirmation of those organisations renowned for world-class customer services provision and thereafter to understand the talent landscape in the context of key Customer Services leaders, their current employer and location.
Following investigation of the talent landscape, the client required a bespoke talent pipeline of high calibre, engaged and available Customer Service leadership talent to provide them with hiring options. The client was keen to maximise diversity opportunities relating to gender and cultural heritage.
The client operates globally and, whilst there was a preference for the appointee to be based in Europe, the client was willing to consider locating the role in either of its regional hubs (Singapore and the USA) should their ideal candidate prefer to be based outside Europe.
Our Solution
The client was predominantly interested in identifying talent within B2B companies, however, a small selection of B2C organisations were also included within the scope of the talent research program, to ensure that a comprehensive talent map of world-class Customer Services leaders was produced.
The Outcome
The client received individual Candidate Reports and CVs of 10 world-class Customer Services leaders, four of whom were female. Parkhouse Bell provided ongoing support throughout the client’s selection processes and facilitated the offer negotiation.
The successful candidate was based in Europe and took up the post in France.
Following completion of the program, Parkhouse Bell’s Talent Insights team analysed the research data, incorporated this into the anecdotal insights provided by candidates, resulting in a Talent Insights Report which contextualised the big picture of the global talent landscape in the specific context of the client’s talent requirement.
CASE STUDY
Global Head of Customer Services
Client
A European-owned and headquartered multinational advanced engineering / digital solutions business with 100,000+ employees
Sector
Engineering
Scope
Recruiting a high calibre Global Head of Customer Services for the largest division of the business with over €9bn revenue
Location
Global
The Context
Due to the unforeseen departure of the previous incumbent, and limited internal talent options, a need arose to recruit a new Global Head of Customer Services. The client wanted to gain a comprehensive understanding of the external talent landscape in the context of its direct competitors and global B2B organisations.
In the first instance the client wanted to receive confirmation of those organisations renowned for world-class customer services provision and thereafter to understand the talent landscape in the context of key Customer Services leaders, their current employer and location.
Following investigation of the talent landscape, the client required a bespoke talent pipeline of high calibre, engaged and available Customer Service leadership talent to provide them with hiring options. The client was keen to maximise diversity opportunities relating to gender and cultural heritage.
The client operates globally and, whilst there was a preference for the appointee to be based in Europe, the client was willing to consider locating the role in either of its regional hubs (Singapore and the USA) should their ideal candidate prefer to be based outside Europe.
Our Solution
With criteria provided in a full brief from the client, Parkhouse Bell identified a cohort of multinational organisations recognised for operating high quality, globally complex Customer Services functions.
The client was predominantly interested in identifying talent within B2B companies, however, a small selection of B2C organisations were also included within the scope of the talent research program, to ensure that a comprehensive talent map of world-class Customer Services leaders was produced.
Each individual qualified for inclusion in the talent map was ranked, taking into account the client’s priorities. Upon completion of the talent mapping exercise, Parkhouse Bell undertook a program of outreach and engagement, introducing the proposition to the talent of most interest, ascertaining their willingness to explore the opportunity in more detail and assessing their suitability against the client’s specified criteria.
The Outcome
The client received individual Candidate Reports and CVs of 10 world-class Customer Services leaders, four of whom were female. Parkhouse Bell provided ongoing support throughout the client’s selection processes and facilitated the offer negotiation.
The successful candidate was based in Europe and took up the post in France.
Following completion of the program, Parkhouse Bell’s Talent Insights team analysed the research data, incorporated this into the anecdotal insights provided by candidates, resulting in a Talent Insights Report which contextualised the big picture of the global talent landscape in the specific context of the client’s talent requirement.
