EMEA Customer Care Director
Michael Page
Basel, CH
il y a 6j

Reporting to the EMEA Senior VP for Commercial Operations, your main responsibilities will be : -Set strategic vision for the Customer Care team and implement processes that will be able to scale our clients growth-Hire, develop and drive the personnel, systems and processes that lead to greater efficiency and customer satisfaction-Establish exceptional relationships with internal groups as well as outside customers to bring about creative solutions to customer needs-Set performance standards to meet and exceed Customer Care goals by developing and implementing procedures pertinent to the effective and efficient operation of the Customer Care Department-Develop and implement best practice and management principles-Create and manage outgoing, proactive customer touch points in order to keep customers informed through the process of designing, procuring, installing and servicing our client's products-Implement technology to further automate inbound and outbound care functions-Collaborate and build strong relationships with internal teams and customers, while working closely with the sales, commercial marketing and logistics departments-Manage budget for assigned functional departments, whilst creating and establishing key reports and overall business intelligence.

  • Academic background with a Degree in a scientific or technical field, an MBA is an advantage
  • At least 10 years experience in managing customer facing disciplines or comparable managerial capacity of large and multicultural teams (including marketing and sales management experience in a customer facing function)
  • Strong understanding of customer care methodologies and best practices
  • Excellent communication and interpersonal skills, with demonstrable ability to present ideas and influence executive leadership
  • Proven ability to provide business strategic vision and make insightful decisions to deal with complex challenges
  • Ability to challenge the status quo and has the experience and characteristics to respond quickly to the changing environment
  • Previous experience on diversity and inclusion with exposure to intercultural and regional organisations
  • Must have a "can-do" and "will-do" attitude with respect to accomplishing goals, making the numbers, and satisfying the needs of internal and external customers
  • Team player and ability to work within a matrix organisation and a global cross functional team
  • Native or professional proficiency in English, other European languages of advantage
  • A challenging opportunity in one of today's most dynamic industries, in a leading international role embedded in the heart of the organisation within Customer Care.

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