Customer Care Director
3 weken geleden
Overview
Summary of Position
This position is responsible for the direction of end-to-end customer support for all banners in Europe in partnership with the NA and APAC teams working towards enterprise solutions. Directing internal and external support groups to not just ensure a high level of service but define our customer centric operating model in line with our strategic direction to put our customer first and lead the industry in support and experience standards. Budgetary ownership of customer support, tooling and coordinating end customer support needs for stores, online, escalations and launch support.
Responsibilities- Provide insight that supports the strategic vision and planning in the customer support architecture for an omni-channel retailer and ensure alignment with the global strategic objectives for customer service
- Define and optimize the customer service lifecycle and map the customer support journey with a focus on metrics
- Design, implement and analyze reports related with Customer Service
- Drive customer success culture and effectively act as an internal customer advocate at the senior/executive level, exposing the customers pain points and opportunities at high levels in the organization with recommendations for improvement
- Partner with support resources across multiple functions and centers of expertise (Product, IT, Marketing etc) to effectively deliver and support solutions
- Work cross functionally to share best practices and analyze and modify processes and policies to improve overall customer support experience
- Manage, coach and develop large international internal and external teams of 80+ associates to deliver the ultimate customer support experience
- Develop and implement internal and external support services for end users
- Negotiates with and selects external vendors and service offering ensuring budgetary control
- Manage and maintains 3rd party relationships and evaluates these based on performance, SLA and expected Customer Service
- Define processes and measure to improve the internal and externals workflows of customer service and experience
- Collaborate within and across FL to build strong customer loyalty and satisfaction programs
- 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+ experience of leading large teams, onsite and remote
- Fluent in English, preferable knowledge of another European language.
- Familiarity and or use of Zendesk or similar platforms a plus.
- Process management background is a plus (i.e. Six Sigma, ITIL)
- Excellent communication skills
- Strong understanding of customer expectations globally
- Ability to work under pressure, tight deadlines and with own initiative
- Strong analytical skills
- Experience managing large expense budgets
- Recognition, inclusion and belonging in a diverse environment.
- 25 holidays and flexible working (hybrid position, in office 2 days p/w)
- Employee Discount on in-store and online products
- Casual Sneaker Culture
- Learning & 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
-
Customer Experience Director
2 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt Foot Locker, we are seeking a highly skilled and experienced Director of Customer Care to lead our customer support team in Europe. 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.Key...
-
Customer Experience Director
1 week geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt Foot Locker, we are seeking a highly skilled and experienced Director Customer Care to lead our customer support team in Europe. 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.Key...
-
Customer Experience Director
4 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt Foot Locker, we are seeking a highly skilled and experienced Director Customer Care to lead our customer support team. As a key member of our organization, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences across all our banners in Europe.Key...
-
Customer Experience Director
3 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt Foot Locker, we are seeking a highly skilled and experienced Director of Customer Care to lead our customer support team in Europe. 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...
-
Customer Experience Director
3 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt Foot Locker, we are seeking a highly skilled and experienced Director of Customer Care to lead our customer support team in Europe. 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...
-
Customer Experience Director
7 dagen geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Director Customer CareAt 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...
-
Customer Experience Director
2 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Customer Experience DirectorAt Foot Locker, we are seeking a highly skilled and experienced Customer Experience Director to lead our customer support team in Europe. 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...
-
Customer Experience Director
4 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Customer Experience DirectorAt Foot Locker, we are seeking a highly skilled and experienced Customer Experience Director to lead our customer support team in Europe. 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.Key...
-
Customer Experience Director
3 weken geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob Title: Customer Experience DirectorAt Foot Locker, we are seeking a highly skilled and experienced Customer Experience Director to lead our customer support team in Europe. 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.Key...
-
Customer Care Engineer
4 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdJob Title: Customer Care EngineerProMinent Verder B.V. is a leading company in the field of water treatment and dosing technology. We are seeking a highly skilled Customer Care Engineer to join our team.Job Summary:The Customer Care Engineer will be responsible for providing technical support to our customers, ensuring that their products are installed,...
-
Customer Care Engineer
3 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal opererend bedrijf dat zich in meer dan 50 landen met 2700 medewerkers dagelijks inzet om klanten snelle en betrouwbare service te verlenen. Met passie en betrokkenheid staat ProMinent heel bewust achter milieuvriendelijke en duurzame oplossingen op het gebied van doseertechniek...
-
Customer Care Specialist
4 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal opererend bedrijf dat zich inzet voor de ontwikkeling en productie van milieuvriendelijke en duurzame oplossingen voor de chemische industrie, drinkwaterproductie en andere marktsegmenten. Wij zijn op zoek naar een Customer Care Engineer die zich kan ontwikkelen tot een...
-
Customer Care Specialist
2 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal bedrijf dat zich inzet voor de ontwikkeling en productie van milieuvriendelijke en duurzame oplossingen voor de chemische industrie, drinkwaterproductie en andere marktsegmenten. Wij zijn op zoek naar een Customer Care Engineer die zich kan ontwikkelen tot een professional en...
-
Customer Care Specialist
3 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal opererend bedrijf dat zich inzet voor de ontwikkeling en productie van milieuvriendelijke en duurzame oplossingen voor de chemische industrie, drinkwaterproductie, apparatenbouw en voedingsmiddelenproductie. Wij zijn op zoek naar een Customer Care Engineer die zich kan...
-
Customer Experience Director
15 minuten geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdJob SummaryWe are seeking a highly experienced Customer Experience Director to lead our customer support team in Europe. As a key member of our leadership team, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences across all banners in Europe.Key ResponsibilitiesDevelop and implement customer support...
-
Customer Care Specialist
19 uur geleden
Utrecht, Utrecht, Nederland AS Watson VoltijdWerk als Customer Care Specialist bij AS WatsonDit is een unieke kans om als Customer Care Specialist bij AS Watson aan de slag te gaan. Als klantenservice medewerker ben je het visitekaartje van onze merken Kruidvat, Trekpleister en ICI PARIS XL. Je bent verantwoordelijk voor het bieden van een hoge klantenservice via telefoon, chat of e-mail.Je taken en...
-
Customer Care Sales Engineer
1 maand geleden
Utrecht, Utrecht, Nederland Verder Liquids B.V. VoltijdCustomer Care Sales EngineerWe zijn op zoek naar een gedreven Customer Care Sales Engineer die zich wil ontwikkelen tot een professional in de rol van customer care sales engineer bij ProMinent Verder. Als customer care sales engineer, heb je de verantwoordelijkheid voor de service van de hele levenscyclus van onze producten: inbedrijfname, onderhoud,...
-
Customer Experience Director
3 dagen geleden
Utrecht, Utrecht, Nederland Foot Locker VoltijdAbout the RoleWe are seeking a highly experienced and skilled Customer Experience Director to lead our customer support team in Europe. 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.Key ResponsibilitiesDevelop and execute customer...
-
Customer Care Specialist
4 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal bedrijf met een sterke focus op duurzaamheid en milieuvriendelijkheid. Wij zijn op zoek naar een Customer Care Engineer die zich kan ontwikkelen tot een professional in de after sales sector.Wat ga je doen?Aanbieden van after sales producten/diensten, inclusief installatie,...
-
Customer Care Specialist
3 weken geleden
Utrecht, Utrecht, Nederland ProMinent Verder B.V. VoltijdWij zoeken een Customer Care EngineerProMinent Verder B.V. is een internationaal bedrijf met een sterke focus op duurzaamheid en milieuvriendelijkheid. Wij zijn op zoek naar een Customer Care Engineer die zich kan ontwikkelen tot een professional in de after sales sector.In deze rol zul je contact hebben met klanten over de hele levenscyclus van onze...