Manager Customer Care Gezocht: Project start begin september. Duur: 5 maanden Fulltime Eindhoven obv projectcontract of max. uurtarief € 55 The Manager Customer Care is a true People Manager responsible for the Consumer Care Organization. In this role you will manage a team of 4,5 FTE with various responsibilities in the team. The team manages remote call centers, retailers and repair workshops, CRM and safety related quality issues. Your responsibilities: • To determine and execute Country Organization (CO) Consumer Care (CC) policies which support the global consumer care ways of working, local market requirements and the CO strategy. The Manager Consumer Care manages the balance between costs and Net Promotional Score (NPS) and optimizes ROI; • To ensure that the CO CC Organization delivers upon the agreed commitments on service levels and cost targets. Deliver all financial commitments (e.g.: Cost of non quality, Cash Out and Other Fixed Selling Expenses) as well as non financial targets (e.g. NPS and Service Levels); • To provide leadership and expertise to support the CO team in executing Marketing strategies. i.e.. warranty policies, return policies, leniency policies; • Provide overview of actual performance against agreed upon KPIs and targets for all key stakeholders in the CO. Establish product quality processes (and organization) and deliver early warning feedback to the BU/CoCs and manufacturing entities, provides insight into technical product performance and non technical issues in order to drive Cost of Non Quality to strategic targets; • Develop a CO CC organization which is highly skilled and motivated and with the right competencies being able to deliver a Service Level to all our consumers in line with the Brand promise; • Lead the local Consumer Care team and functions Consumer Experience Manager (CEM), CRM, Vendor Management, and Trade Relations. Manage the local relation with all other functions, especially Sales & Marketing; Your team You will be part of the Country/Cluster consumer care organization. The Senior Manager Consumer Care reports to the CO Manager and is part of the Service Operations management team. In the global organization you report (with a dotted line) to the Global Cluster CC Manager. We are looking for: • Masters degree; • Native Dutch; • >5 years business experience (marketing or Care experience preferred); • Multiple years People management experience; • Operational experience; • Multicultural experience preferred: • Ability to manage diverse scope; • Strong communicator (verbal and in writing): • Energetic and dynamic! inspiring and team builder; • Pragmatic, hands on and problem solver; • Business connected/commercial spirit. Reageren via: freelance.nl/a/makramedia/freelance.nl/?p=bekijkproject&id=526108&cat=11
Posted on: Wed, 16 Jul 2014 12:14:46 +0000
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