KEY RESPONSIBILITES:

• Define and implement the strategy for Market Quality and Customer Satisfaction on global Group level
• Drive for high levels of customer satisfaction at optimal cost and maintain strong customer relationships
• Structure and drive the system to manage and improve Customer ratings and Net Promoter Score
• Ensure timely and accurate resolution of warranty claims and drive the feedback loop to ensure lessons learned are captured
• Manage Budget of Customer Satisfaction organization
• Ensure voice of the customer is fed back in the value chain to improve products, systems, services and processes
• Develop and ensure high level of functional capabilities of customer satisfaction employees and manage pipeline of talents across all markets
• Support development & creation of new (global) service offerings, pilot and test these service offerings
• Functionally lead the Quality organizations in all markets to drive performance according to strategic plans
• Manage global contact center performance and blueprint setup

THE IDEAL CANDIDATE: 

• Is a credible leader, capability builder and change champion, who is both strategic and hands-on. You bring a can do-will do / rolling up the sleeves mentality – keeping the balance between being operational and stepping back and operating more
• Can work cross function, making sure the matrix works. You are resilient and have good stakeholder management and communication skills, both in- and externally. You understand mutually dependent functional relationships and KPI management and know how to manage resistance/conflicts, get buy-in.
• Understands what’s needed/required for future succession planning and acts accordingly. Using building capabilities, you define, establish and maintain key customer satisfaction competences and manage a pipeline of talent. You understand where to empower and where to prescribe, have a continuous improvement mind- and skill set and can translate policy into action, implement change.

QUALIFICATIONS:

• 10 years of relevant experience in customer services and customer resolution with track record of profitability target achievement
• 5+ years of experience in the practical use and implementation of tools, mapping customer journey and service /project management
• 5+ years in improving services through LEAN, 6-Sigma or equal
• 5+ years of demonstrated ability to influence and lead successfully in a complex, fast-paced, matrix- reporting, multi-cultural environment
• 5 years of direct people management, capability development and change leadership

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