A bit about us Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision. While our customers are as critical to our success as we are to theirs, our people are the heart and soul of Arlo. We aren’t just a group of people who work together. We connect and care about each other. We have fun and we work through the challenges together. We are committed to providing an excellent working environment that supports a balance between work, family and personal life while still driving productivity and connection.What you’ll doAs the UK Country Manager, you will guide a talented team of customer centric professionals toward the highest levels of customer service while creating a positive work environment for our in-country employees, in collaboration with other leaders across the organisation. You will build and maintain relationships with customers and key partners, being the face of Arlo at industry events and conferences. You will stay up-to-date on market trends and identify opportunities for successful partnerships and collaborations, resulting in revenue growth.ResponsibilitiesYou will be responsible for:<ul>
<li>Building and maintaining relationships with key partners and customers</li>
<li>Representing the company at industry events and conferences</li>
<li>Working together with CX, Marketing and Sales to co-create a UK growth strategy</li>
<li>Customer and staff satisfaction in the region</li>
<li>Promoting customer satisfaction and retention</li>
<li>Working with the Head of People &amp; Culture to Build and maintain a positive and supportive work environment for employees</li>
<li>Addressing employee concerns and complaints in a timely manner, consulting or informing Team Leads as appropriate</li>
<li>Organising and facilitating staff events and activities</li>
<li>Promoting a sense of belonging and community among employees</li>
<li>Serving as a point of escalation in the timezone when other Team Leaders are unavailable</li>
<li>Providing pastoral care for the UK team:</li>
<li>Advocating for the country-specific needs of employees</li>
<li>Resolving conflicts between employees</li>
<li>Providing guidance and support to employees during difficult times</li>
<li>Being a role model for ethical and responsible behaviour</li>
<li>Building and promoting a positive working environment for the team</li>
</ul>Experience <ul>
<li>At least 3 years in a customer facing role in a SaaS organisation</li>
<li>Experience managing a team (bonus points for managing a cross-functional team in a matrix-model)</li>
</ul>Skills &amp; qualifications<ul>
<li>Strong analytical skills, with the ability to translate data into insights.</li>
<li>Strong customer service and relationship management skills</li>
<li>Experience in the SaaS industry</li>
<li>Excellent communication and interpersonal skills</li>
<li>Ability to work independently and as part of a team</li>
<li>Ability to work under pressure</li>
<li>Commitment to continuous learning</li>
<li>Results-driven mentality, self-motivated, enthusiastic and with a “can do” attitude.</li>
<li>Educated to degree level preferred but not essential. </li>
</ul>