EMEA Disclosure Services Lead (interim / maternity)

EMEA Disclosure Services Lead (interim / maternity)

Join to apply for the EMEA Disclosure Services Lead (interim / maternity) role at CDP

Title: EMEA Disclosure Services Lead (interim / maternity)

Location: Berlin or London

About CDP: CDP is a global non‑profit that runs the world’s only independent environmental disclosure system. As the founder of environmental reporting, we believe in transparency and the power of data to drive change.

About the Team: CDP’s Customer Success function is responsible for the customer experience from onboarding through to the delivery of a seamless customer journey. The Disclosure team plays a critical role in ensuring discloser customer success.

About this role:

This interim/maternity cover is a key people manager role responsible for managing a regional team focused on the servicing of a limited portfolio of Reporter Services members from the point of sale.

Responsibilities

• Lead and manage a regional team of (Senior) Customer Success Account Managers dedicated to ensuring customer satisfaction.
• Foster a collaborative and high‑performing team environment, promote knowledge sharing and best practices in high‑touch customer engagement.
• Allocate team resources effectively to manage and ensure delivery of contracted services to CDP’s Reporter Services members.
• Develop and enhance the team’s expertise in understanding customer needs, objectives, and challenges related to environmental disclosure.
• Provide ongoing training and development opportunities to build expertise and enhance team capabilities.
• Ensure timely and high‑quality delivery of Reporter Services and enhanced disclosure engagement within the region, meeting Service Level Agreements (SLAs).
• Maintain and improve customer retention within the region and work to minimize Reporter Services member churn annually while meeting Net Promoter Score (NPS) goals.
• Serve as a point of escalation for complex Reporter Services member issues within the region, working to find effective and timely resolutions.
• Steer the onboarding of new customers, ensuring a smooth transition.
• Monitor customer engagement and identify opportunities to enhance their experience and the value they receive.
• Lead the team in managing and tracking customer interactions and progress, providing regular updates to the Director of Disclosure.
• Identify and implement resource efficiencies within the regional team to streamline operations.

Qualifications

• Proven leadership experience in customer success, program delivery, or a related field, ideally with regional responsibility.
• Strong understanding of environmental disclosure frameworks and regional trends.
• Demonstrated ability to manage and develop distributed sub‑regional teams with a focus on performance, retention, and professional development.
• Exceptional collaboration and communication skills, with the ability to influence cross‑functional stakeholders within the region.
• Track record of achieving measurable outcomes in customer retention, satisfaction, and program delivery within a regional context.
• Strategic thinker with strong analytical and problem‑solving abilities, capable of applying global strategies at a regional level.

Hybrid Role: Candidates will need to live within a commutable distance of the London or Berlin office and be comfortable with 2 days in the office per week.

Salary: €74,608 - €93,260 & £53,629 - £67,036

How to apply: Please upload your CV in English via application form.

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