Director of Customer Experience
1 maand geleden
About the Role
We are seeking a highly skilled and experienced Director of Customer Care to lead our EMEA operations. As a key member of our global team, you will be responsible for managing all operational and customer success capabilities in support of our Europe and MEA business units.
Key Responsibilities
- Manage the daily operations staff in the Hoofddorp InVue office.
- Establish process and procedures, and revise when necessary for changes in business.
- Ensure the customer is serviced full cycle (inquiry to after delivery support) to the expectation of the customer as well as InVue management.
- Lead effective management of demand & supply for the EMEA region to service the needs of customers as well as meet the financial goals of InVue.
- Provide direct operations support to high profile accounts including demand planning, QBR facilitation, project management and escalations.
- Ensure the controls are in place and processes are executed for all financial transactions affecting the office.
- Assist corporate with Human Resources and Payroll related functions including on-site recruitment, orientation, employee relations, benefits, and compliance.
- Manage sales and marketing administrative support roles.
- Understand and manage the complexities of the business operations and know when and where improvements need to be made and where the position should focus.
- Manage projects assigned on an as needed basis.
- Collaborate with sales leadership on regional growth strategies.
- Work closely with US counterparts in product marketing, quality, engineering and planning to service the needs of the EMEA market.
- Work directly with and support country specific 3rd party service partners.
Requirements
- Completion of HBO or Bachelor Degree's in Business or related field.
- At least 5 years of people and department leadership experience.
- Previous experience working for a multi-national organization.
- Exp. in Customer Service, Order Management, Key Account Management, Supply Chain / Logistics
- Customer facing account management experience.
- Advanced knowledge in Microsoft Word, Excel, PowerPoint, and Outlook.
- Capable of working with individuals at all levels and across all departments of an organization.
- Independent and resourceful.
- Excellent communication skills, both verbal and written.
- Ability to work under pressure, multi-task and meet deadlines.
- Fluent in written and spoken English and Dutch.
- German, French, Italian and Spanish languages a plus.
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