Senior Director Customer Care
Company: Rexnord
Location: Milwaukee
Posted on: May 8, 2024
|
|
Job Description:
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
Keywords: Rexnord, Appleton , Senior Director Customer Care, Executive , Milwaukee, Wisconsin
Click
here to apply!
|