You are here
Senior Customer Service Manager (Consumer Appliances)
- Established European Company
- Good Growth Potential
About Our Client
The Group's product portfolio spans the entire spectrum of modern household appliances. It extends from stoves, ovens and extractor hoods to dishwashers, washers and dryers, from refrigerators and freezers to small appliances (Consumer Products) such as vacuum cleaners, coffee machines, electric kettles, irons and hairdryers.
A clear strategic orientation towards quality and innovation determines the company's actions and development and it relies on its outstanding products and the added value that they provide to the customers in terms of performance, convenience and user-friendliness.
Reporting directly to the CEO,
The Senior Customer Service Manager will get to be responsible for kick-starting effective service planning and execution which includes: set and monitor clear, measurable monthly, yearly targets and time frames for the entire CS team - field service, call center, back office, service parts and service marketing which comprises of 4-5 direct reports with more then 100 employees within that divsion.
Role revolves around Innovation/ strategy of the Customer Service division and to put in place process and structure:
- Service quality and productivity improvement activities
- Customer service strategy Regular monitoring service quality and revenue and profit development
- Budget and Revenue Planning
- Set yearly budget and revenue of customer service department
- Managing customer service EBIT
- Facilitate team-building activities to strengthen relationships and communications with the team
- Local role
The Successful Applicant
The ideal profiles must have the relevant skill sets to be considered for the role:
- min 8-10 years within the Customer Service division (Consumer Appliances, Consumer Durables Sector)
- Excellent concrete customer service experience in reputable MNC's with excellent track record of having set up processes/infrastructure in place.
- People management roles overseeing technical Managers, technicians, call centre, back office, after sales CS.
What's on Offer
- In return for this challenging brief, you will find your job satisfaction in their people-centred, engaging company culture