The Director, Customer Satisfaction will be responsible for driving customer experience leadership in our Lighting business by providing proactive, smooth, effective services & personalized support. This person will be operationally responsible for Customer Resolution (Warranty) and Customer Service (Service Contracts), will supervise the execution within budget of Managed Services, and will be responsible for training of Service Delivery.
Key Responsibilities
Operational
· Manages product recalls efficiently
· Manages local 3rd party network towards providing services to customer
· Ensures timely and accurate execution in solving warranty related complaints and incidents in service contracts
· Improves functional excellence of customer services and customer support in the market
· Ensures timely product certification and manages certificates during product lifecycle
Financial
· Ensures efficiency and cost-effectiveness of Customer Satisfaction in the market
· Manages the Customer Satisfaction function's cost in line with Market AOP
· Manages certification costs
Customer
· Ensures voice of the customer is fed back into the value chain to improve products, systems and services
· Drives for high levels of customer satisfaction
· Manages and maintains customer relationships
People
· Develops and ensures high level of functional capabilities of customer service employees
· Manages pipeline of talents in the Customer Service function
Key Requirements
· Masters’ degree in Business or Engineering; Silver Certification in customer focus selling a plus
· 8-10+ years of relevant experience in customer services and service operations with track record of profitability target achievement; Financial acumen
· 3-5+ years of direct people management involving change leadership with the demonstrated ability to influence and lead successfully in a complex, fast-paced, matrix-reporting, multi-cultural environment
· 3+ 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, 6Sigma or equal
· Experience with 3rd party cost manage
· Strong customer focus with deep listening skills
· Understands technology/software and connectivity domains
· Delivers on commitments and is adaptive, collaborative and executes flawlessly
· Strong communication skills
Our offer
You’ll be part of a company that is committed to improving the lives of 3 billion people a year by the year 2025 through market-driven innovations in Healthcare, Lighting and Lifestyle. We are passionate about offering our employees the challenges, responsibilities, coaching and learning opportunities needed for their personal and professional development. We believe in ample reward and special recognition for a job well done, and we welcome the cultural awareness, mutual understanding, open minds and out-of-the-box thinking that come from international multidisciplinary team working.
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