Customer Service Director (H/F/X) 100 %
- Ensure Group and Brand policies are applied.
- Manage HQ & overall platform performance (repair leadtime, quality and customer satisfaction) in accordance with Group and Region guidelines.
- Coordinate internal customer service operations (administration, CS logistics and technical departments).
- Optimize internal flow and organization on a continuous improvement process and lead business transformation and change management.
- Perform projects to leverage local synergies to improve the network quality, repair lead-time and productivity.
- Enhance the external network customer service use in relation with internal network and control sub-contracting costs and internal workload.
- Prepare, submit and control CS budget & PNL supporting the customer service strategy.
- Ensure a fluid cooperation with all the manufacture department, optimize both global and local load and capacities.
- Promote 4.0 initiatives, in line with the Maison and Group roadmap.
- Actively participate to the quality feedback loop, to allow the Maison to achieve its ambitious target.
- You possess either a master's degree in business or industrial engineering, or a minimum of 15 years of experience in a customer service department, combined with at least 10 years of experience in team management.
- You have proven experience abroad, in a market or on a CS repair platform.
- English - bilingual level required, other language skills are an advantage.
- You are client-centric, rigorous, results oriented, you are an excellent communicator and a true team player.
Ref. Job Watch
JW74217512
Berufskategorien
Kundendienst / CRM / Verkauf – Internationaler Markt
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