Our client has a new VP position that has responsibility for developing strategies and driving execution for the overall Customer Experience program at our company including on boarding, pre-sales logistics, in-house post-sales support, and measurement and improvement of loyalty and retention. This executive will have direct management responsibility for all global contact centers, including customer service, technical service and dispatch, as well as Commercial Business Operations which manages all enterprise software projects for the Commercial Organization. This person will be the key customer experience advocate and evangelist for the company and will develop and oversee a customer loyalty and experience program. This person will be responsible for developing and executing the digital strategy for customer support, the e-business roadmap and for driving increased operational efficiency and customer experience via online channels. As the executive responsible for the Commercial Business Operations team, they will also oversee the development, deployment and maintenance of all commercial business systems including e-commerce, customer portal, quoting systems, business intelligence and the enterprise CRM system globally.
Tasks and Responsibilities:
- Manage the hiring, development, retention, and performance of Directors of the customer service, technical service, commercial business operations, field dispatch centers and customer experience teams and their managers.
- Develop strategic and operating plans and budgets that support the commercial operations plans
- Ensure key performance metrics, including call center statistics, response times, order accuracy, ecommerce utilization, customer portal adoption, e-business systems performance and customer satisfaction and customer loyalty measures are defined and achieved.
- Monitor and manage key account relationships and collaborate with sales, marketing & field support to maximize revenues and customer loyalty.
- Interface with key internal teams including manufacturing, operations, marketing and logistics to facilitate inventory, materials and production planning and shipment allocations.
- Contribute to the development of commercial infrastructure, processes, and systems to increase the quality and efficiency of support to our companies' customers and sales staff.
- Establish global customer service policies, processes and standards across European, Asian and North American customer service centers.
- Establish Customer Outreach Programs to maximize strong customer service and satisfaction.
All listed tasks and responsibilities are deemed essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
BA/BS in Business or related field, MBA, and/or BS/MS degree
The client prefers candidates from the San Diego Metro area.
Jon Ramos
Jon@marcomchoices.com
Staffing Consultant
www.marcomchoices.com
Marcom Choices Staffing
P.O. Box 620632
Woodside, Ca. 94062
408 887-0455
