Senior Customer Service Manager

About the Company

Key Responsibilities
 

• Align Customer Service  as one integrated team, to support business operations effectively & efficiently. Operations include order management, support consignment reconciliation and back-office activities in direct & distributor markets in EMEA

• Create culture and processes to achieve the business goals and objectives Drive better sales through service
• Strategically lead and develop a senior operational EMEA Customer Service management team to enhance performance by setting clear accountable performance measures (KPI’s). 
• Carry out operational benchmarking and implement best practices to ensure world-class operations
• Responsible for Cost Centre Budgets. 
•  Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metrics.
• Drive continuous improvement projects through change management; design Support workflows aimed at providing world-class partner experience
• Empower and Engage the Customer Service Team. Set process to hire the best talent, onboard and engage on regular development plan discussions.
• Identify new tools and technologies to better serve and meet changing needs of customers
•  Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
•  Responsible for strategic resourcing and plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and stakeholders – Commercial, Finance, Marketing, Operations to improve efficiency

Experience/Requirements

• Experience in designing and executing Customer Relationship Management programs. Familiarity with project management principles and practices will be a significant advantage
• Extensive experience of managing operational customer service teams, demonstrating strong people leadership skills
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Sound understanding of digital space and order automation options to drive shift of customer base to newer platforms. Experience of driving automation will be significant advantage
• Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s in a quality led, compliant environment
• Demonstrate ability to motivate and communicate with the team at all levels in different markets in EMEA
•  Excellent communication and negotiation skills.

Remuneration Package

For more information on this role  please contact Majella Slevin on  01 592 7884 1 or E-mail me or apply via the link