Role: Customer Care Manager
Main purpose of the job: Care Account Management and development in the Local Sales Unit
Key task areas (in order of importance):
* Responsible for the overall setup and performance of Customer Care in predefined Local Sales Unit:
* Repair network overall setup, spread and performance
* Setup and development of Care Supply Chain on Sales Unit level: Return and other logistic solutions, spare parts, systems, processes and tools.
* Accountable for repair customer satisfaction, COR, TAT and other main KPI's
* Accountable for budgeting and forecasting accuracy of the warranty and project costs
* Accountable for trade customer satisfaction on Care matters
* Responsible for other Care channels local setup: Care line, Online Support and Sales Support, in collaboration with cluster level functional managers
* Positively contributing to retention by ensuring best in class warranty and services proposition.
* Active development of new business models in Care by working in close co-op with local retail/sales entities, in order to find optimal setups for given distribution/retail landscape.
* Working in seamless co-operation with Care Global entities to ensure a smooth rollout of new concepts and services, yet taking into account the local business landscape constrains.
* Actively contributes and participates in the development work of global/cluster/local workgroups.
Requirements
* University Degree
* At least 5 years of Experience in Vendor Management and or Customer Service at a Senior level
* Must have PROVEN experience in managing cross functional and cross cultural teams
* Excellent Communication and Interpersonal Skills
* Valid Passport
**Please note this role requires frequent travel**
How to Apply
Please send your CV and remuneration details: theleadrecruiter@gmail.com
Kindly do not apply if you do not have the requisite 5 years of experience in people management through Vendor Management/ a Senior Customer Service position.
Only shortlisted candidates will be contacted.
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