Customer Experience Director
4 weken geleden
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.
- 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.
- 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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