Customer Experience Director

4 weken geleden


Utrecht, Utrecht, Nederland Foot Locker Voltijd
Job Title: Director Customer Care

At Foot Locker, we are seeking a highly skilled and experienced Director of Customer Care to lead our customer support team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences across all our banners in Europe.

Key Responsibilities:
  • Develop and execute customer support strategies to drive customer satisfaction and loyalty.
  • Lead a team of customer support professionals to provide timely and effective support to our customers.
  • Collaborate with cross-functional teams to identify and resolve customer issues.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and internal teams.
  • Manage and analyze customer feedback to identify areas for improvement.
  • Develop and implement processes to improve customer support efficiency and effectiveness.
Requirements:
  • Bachelor's degree in Business, Science, Technology, or related field.
  • At least 10 years of experience in customer support and/or customer satisfaction in international FMCG organizations.
  • 5+ years of experience leading large teams, onsite and remote.
  • Fluent in English, with knowledge of another European language a plus.
  • Familiarity with Zendesk or similar platforms a plus.
  • Process management background a plus (i.e. Six Sigma, ITIL).
  • Excellent communication and analytical skills.
  • Ability to work under pressure and tight deadlines.
What We Offer:
  • Recognition, inclusion, and belonging in a diverse environment.
  • 25 holidays and flexible working (hybrid position, in office 2 days a week).
  • Employee discount on in-store and online products.
  • Casual Sneaker Culture.
  • Learning and Health/Wellbeing programs.
  • Career development and growth in an ambitious international team.
  • Travel reimbursement.
  • Pension Plan.
  • Discounted Collective Health plans.
  • Activities organized by our Social Committee.


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