Customer Support Director

3 weken geleden

Utrecht, Utrecht, Nederland Foot Locker Voltijd

Job Summary

This role is responsible for overseeing and directing end-to-end customer support for all banners in Europe in partnership with NA and APAC teams. The successful candidate will lead internal and external support groups to deliver high-quality service and define a customer-centric operating model aligned with the company's strategic direction.

Key Responsibilities

  • Develop and implement customer support architecture that aligns with the company's global strategic objectives.
  • Design and optimize the customer service lifecycle and map the customer support journey with a focus on metrics.
  • Drive customer success culture and act as an internal customer advocate at the senior/executive level.
  • Partner with support resources across multiple functions to deliver solutions and support.
  • Manage and develop large international internal and external teams to deliver exceptional customer support experiences.
  • Negotiate with and select external vendors and service providers while maintaining budgetary control.
  • Define processes and measure to improve internal and external workflows of customer service and experience.
  • Collaborate with teams to build strong customer loyalty and satisfaction programs.

Requirements

  • BSc or higher in Business, science, technology or related skills and experience.
  • At least 10+ years of experience in international FMCG organizations with customer support and/or customer satisfaction.
  • 5+ years of experience leading large teams, onsite and remote.
  • Fluent in English and preferably knowledge of another European language.
  • Familiarity with Zendesk or similar platforms and process management background (Six Sigma, ITIL) is a plus.
  • Excellent communication skills, strong analytical skills, and ability to work under pressure with tight deadlines.

Benefits

  • Recognition, inclusion, and belonging in a diverse environment.
  • 25 holidays and flexible working with a hybrid position.
  • Employee discount on in-store and online products.
  • Learning and Health/Wellbeing programs.
  • Career development and growth in an ambitious international team.

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