EMEA Disclosure Services Lead (interim / Maternity Cover)

EMEA Disclosure Services Lead (Interim / Maternity)

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.

Partnering with leaders in enterprise, capital, policy and science, we surface the information needed to enable Earth-positive decisions. We helped more than 24,800 companies and almost 1,000 cities, states and regions disclose their environmental impacts in 2024. Financial institutions with more than a quarter of the world's institutional assets use CDP data to help inform investment and lending decisions.

The Disclosure team plays a critical role in ensuring discloser customer success. Disclosure engages and provides support to confirmed discloser customers, including enhanced disclosure support to Reporter Service members and ASPs.

About this role:

The EMEA Disclosure Services Lead (interim / maternity cover) is a key People Manager role responsible for managing a team focused on the servicing of a limited portfolio of Reporter Services members, from the point of sale. This role will lead a team of (Senior) Customer Success Account Managers dedicated to ensuring customer satisfaction through the successful delivery of contracted products and services, and through expertise on environmental disclosure and CDP's questionnaires. The EMEA Disclosure Services Lead (interim / maternity cover) will work closely with the Global Director of Disclosure to ensure a cohesive and effective strategy to service Reporter Services members.

What you will do:

Leadership and Team Management:

• Lead and manage a regional team of (Senior) Customer Success Account Managers focused on servicing members of CDP's Reporter Services program.

• Foster a collaborative and high-performing team environment, promoting knowledge sharing, skill development, 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, and effectively responding to complex and nuanced questions.

• Provide ongoing training and development opportunities to build expertise and enhance team capabilities.

Customer Engagement and Retention:

• Ensure timely and high-quality delivery of Reporter Services and enhanced disclosure engagement within the region, meeting Service Level Agreements (SLAs) for response time and product delivery.

• Maintain and improve customer retention within the region, working to minimize Reporter Services member churn annually while meeting annual Net Promoter Score (NPS) goals.

• Ensure provided services adhere strictly to defined scopes for disclosing customers, preventing both under- and over-delivery.

• Collaborate with the Business Development and Relationship Management teams in Sales to support Report Services customer renewals and referrals within the region, ensuring a positive customer experience.

• Serve as a point of escalation for complex Reporter Services member issues within the region, working to find effective and timely resolutions.

Service Delivery and Support:

• Steer the onboarding of new customers, ensuring a smooth and efficient transition.

• Ensure the timely and accurate delivery of disclosure services associated with the purchased membership or product to assigned customers by the team, adhering to relevant Service Level Agreements (SLAs) and to the terms of the product purchased by the customer – not over or under-servicing.

• Monitor customer engagement and identify opportunities to enhance their experience and the value they receive.

• Lead the team in managing and track customer interactions and progress, providing regular updates to the Director of Disclosure.

Resource Efficiency:

• Identify and implement resource efficiencies within the regional team to streamline operations and contribute to the elimination of silos.

• Regularly assess team workflows and processes to ensure optimal use of resources and alignment with organizational goals within the region.

Direct Reports:

This position manages a team of Disclosure Services Customer Success Account Managers within the designated region.

Key internal stakeholders include the Director of Disclosure, the EMEA Engagement Lead, and teams in Product, Technology, Marketing & Communications, and Business Development.

External stakeholders include Report Services customers and to some extent Accredited Solutions Providers.

We're looking for:

• 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.

Before you apply:

We'll only use the information you provide to process your application. For more details on how we use your information, see our applicant's privacy notice. By uploading your CV and covering letter, you are permitting CDP to use the information you have provided for recruitment purposes.

This is a 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.

The salary banding for this role is €74,608 - €93,260 & £53,629 - £67,036.

How to apply:

Please upload your CV in English via application form.