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Director customer care emea (m/f)
Détail de l'offre
Our client is an important global player, providing clinical diagnostics and life science research products. With a team
of almost 8.000 employees and a global network of operations serving their customers, our client helps people live longer and healthier lives.
Set strategic vision for the Customer Care team and implement processes that will be able to scale our clients growth
Hire, develop and drive the personnel, systems and processes that lead to greater efficiencies and customer satisfaction
Manage the Customer Administration, Customer Advocacy, Customer Technical Support and Field Service Engineering teams supported by 600 employees with 6-7 direct reports throughout the EMEA region
Establish exceptional relationships with internal groups as well as outside customers to bring about creative solutions to customer needs
Set performance standards to meet and exceed Customer Care goals by developing and implementing procedures pertinent to the effective and efficient operation of the Customer Care Department
Develop and implement best practice and management principles
Create and manage outgoing, proactive customer touch points in order to keep customers informed through the process of designing, procuring, installing and servicing our client's products
Establish processes for the pricing in EMEA with a dedicated resource
Implement technology to further automate inbound and outbound care functions
Collaborate and build strong relationships with internal teams and customers, while working closely with the sales, commercial marketing and logistics departments
Manage budget for assigned functional departments, whilst creating and establishing key reports and overall business intelligence
Academic background with Master's Degree in a scientific or technical field, complemented by a MBA
At least 15 years of work experience in comparable position (including marketing and sales management experience in a customer facing function) and environment
At least a minimum of 10 years in a similar field at an international level with proven managerial capacity of large and multicultural teams
Strong understanding of customer care methodologies and best practices
Excellent communication and interpersonal skills, with demonstrable ability to present ideas and influence executive leadership
Proven ability to provide business strategic vision and make insightful decisions to deal with complex challenges
Ability to challenge the status quo and has the experience and characteristics to respond quickly to the changing environment
Previous experience on diversity and inclusion with exposure to intercultural and regional organizations
Must have a "can-do" and "will-do" attitude with respect to accomplishing goals, making the numbers, and satisfying the needs of internal and external customers
Team player and ability to work within a matrix organization and a global cross functional teams
Native or professional proficiency in English, other European languages of advantage
Frequent travelling on an international scale
Conditions et Avantages
We are offering a competitive salary package for a director level.
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