WI3654908

1

Bachelor's Degree

Bachelors Degree

Unspecified

40

JOB REQUIREMENTS: SCOPE OF LEADERSHIP ROLE The Sr. Director, Customer
Care is accountable for overseeing all aspects of the company\'s
customer care / service operations. The role involves strategic planning
and deployment to create a best-in-class customer experience. They will
define and enhance the overall cross-functional customer journey to
ensure a positive experience throughout all touchpoints. They will be
responsible for defining and measuring key customer KPIs and developing
strategies & solutions where improvements are needed. Using voice of
customer (VOC) this role will be accountable for creating a
differentiated service model based on customer classification to enhance
the overall customer experience. KEY RESPONSIBILITIES Operational
excellence, oversee the daily operations and provide leadership to the
global customer care team (400+ associates) Drives the strategy and
deployment to create a best-in-class customer experience. Define and
enhance the overall cross-functional customer journey to ensure a
positive experience throughout all touchpoints Defining and measuring
key customer KPIs and developing strategies & solutions where
improvements are needed Helps to define and deliver customer
communications strategies Understands VOC and translates insights into
solutions. Collaborates heavily with cross-functional, commercial
leaders to deliver processes and programs that enhance the overall
customer experience Team management and development of customer service
managers and advocates, fostering a culture of excellence,
accountability, and continuous improvement Customer experience and
satisfaction. Ensure the customer care strategies and processes lead to
a positive and consistent customer experience across all touchpoints.
Analyze customer feedback and service metrics to identify areas of
improvement and implement initiatives to enhance customer satisfaction
and loyalty Collaboration and communication. Collaborate with other
departments such as sales, commercial excellence, marketing and division
teams to ensure a cohesive customer experience and address any issues
impacting customer satisfaction. Serve as a senior point of contact for
escalated customer issues resolving them in a manner that maintains or
enhances customer loyalty Budget management. Develop and manage the
customer care department budget ensuring resources are allocated
effectively to meet strategic goals Technology and innovation. Leverage
technology to improve customer service delivery including implementation
of CRM tools within the customer care team PROFESSIONAL
EXPERIENCE/QUALIFICATIONS Minimum Requirements: Bachelor\'s degree
required; Advanced degree preferred (MBA, MS Engineering) 7+ years
Commercial Leadership experience managing high-performing teams. Prior
experience leading Customer Care /\... For full info follow application
link. Equal Employment Opportunity Employer: Female/Sexual
Orientation/Gender Identity/Minority/Veteran/Disabled \*\*\*\*\*
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/3087CE1ED53B45D1