Role: Customer Care Manager
Main purpose of the job: Care Account Management and development in the Local Sales Unit
Key task areas (in order of importance):
Main purpose of the job: Care Account Management and development in the Local Sales Unit
Key task areas (in order of importance):
- Responsible for the overall setup and performance of Customer Care in predefined Local Sales Unit:
- Repair network overall setup, spread and performance
- Setup and development of Care Supply Chain on Sales Unit level: Return and other logistic solutions, spare parts, systems, processes and tools.
- Accountable for repair customer satisfaction, COR, TAT and other main KPI's
- Accountable for budgeting and forecasting accuracy of the warranty and project costs
- Accountable for trade customer satisfaction on Care matters
- Responsible for other Care channels local setup: Care line, Online Support and Sales Support, in collaboration with cluster level functional managers
- Positively contributing to retention by ensuring best in class warranty and services proposition.
- Active development of new business models in Care by working in close co-op with local retail/sales entities, in order to find optimal setups for given distribution/retail landscape.
- Working in seamless co-operation with Care Global entities to ensure a smooth rollout of new concepts and services, yet taking into account the local business landscape constrains.
- Actively contributes and participates in the development work of global/cluster/local workgroups.
Requirements
- University Degree
- At least 5 years of Experience in Vendor Management and or Customer Service at a Senior level
- Must have PROVEN experience in managing cross functional and cross cultural teams
- Excellent Communication and Interpersonal Skills
- Valid Passport
How to Apply
Please send your CV and remuneration details: theleadrecruiter@gmail.com
Kindly do not apply if you do not have the requisite 5 years of experience in people management through Vendor Management/ a Senior Customer Service position.
Only shortlisted candidates will be contacted.
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