Set strategic direction for consumer after-sale touch points and drive the Aftersales team to implement best in class solutions. Manage the outsourced call center partner ensuring service level expectations are met while developing improvements in areas critical to consumer experience and customer satisfaction for US, Canada, and Mexico consumers. Oversee Technical Service and Product Quality Assurance programs which cover product training, testing, safety compliance and quality assurance. Overs... more details
Top Manufacturing Company
Consumer Experience Manager
About Our Client
Our client is a renowned for manufacturing small appliances, particularly espresso machines, air conditioners, and portable heaters.
With a rich history dating back to 1902, De'Longhi has become synonymous with quality and innovation in the home appliance industry.
Their products are known for their sleek designs, advanced technology, and user-friendly features, making them popular choices for households worldwide.
Job Description
Set strategic direction for consumer after-sale touch points and drive the Aftersales team to implement best in class solutions
Manage the outsourced call center partner ensuring service level expectations are met while developing improvements in areas critical to consumer experience and customer satisfaction for US, Canada, and Mexico consumers
Oversee Technical Service and Product Quality Assurance programs which cover product training, testing, safety compliance and quality assurance
Oversee the Spare Parts Coordinator responsible for the parts fulfillment and logistics operations supporting a network of 50+ service centers across US and Canada, and LATAM countries
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
Degree in Business, Information Systems, or Technical focus
Minimum of 5 years of leadership experience in customer care managing an outsourced BPO, experience managing an in-house call center a plus
Strong knowledge of call center technology including but not limited to CRM, IVR, Social Media, Reviews, Chat, Knowledge Base, Agent Assist, etc.
Experience managing service centers partners and spare parts distribution
A customer-centric mindset, always looking to deliver the best outcomes for consumers and delivering on brand promise
Experience working with an organization providing premium goods and services
Demonstrated leadership capabilities and experience managing direct reports of different levels
Demonstrated experience in process improvement and implementing best practices
Possess strong organizational, project management, and problem-solving skills leveraging data to make decisions
Ability to cultivate strong relationships cross-functionality and cross-culturally
Forecasting and demand planning
Contracts negotiations
What's on Offer
Flexible work structure with 2 days remote per week, and year-round early close Fridays
Robust & inexpensive health coverage for you and your family through medical, dental and vision plans
Financial protection through life, accidental death & dismemberment, and long-term disability insurance
A company matching 401(k) plan
Tax advantages through flexible spending accounts for both health-care and dependent care expenses
Generous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need
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