Senior Director, Customer Care
Regal Rexnord
- Milwaukee, WI
- Permanent
- Full-time
- Operational excellence, oversee the daily operations and provide leadership to the global customer care team (400+ associates)
- Drives the strategy and deployment to create a best-in-class customer experience. Define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints
- Defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed
- Helps to define and deliver customer communications strategies
- Understands VOC and translates insights into solutions. Collaborates heavily with cross-functional, commercial leaders to deliver processes and programs that enhance the overall customer experience
- Team management and development of customer service managers and advocates, fostering a culture of excellence, accountability, and continuous improvement
- Customer experience and satisfaction. Ensure the customer care strategies and processes lead to a positive and consistent customer experience across all touchpoints. Analyze customer feedback and service metrics to identify areas of improvement and implement initiatives to enhance customer satisfaction and loyalty
- Collaboration and communication. Collaborate with other departments such as sales, commercial excellence, marketing and division teams to ensure a cohesive customer experience and address any issues impacting customer satisfaction. Serve as a senior point of contact for escalated customer issues resolving them in a manner that maintains or enhances customer loyalty
- Budget management. Develop and manage the customer care department budget ensuring resources are allocated effectively to meet strategic goals
- Technology and innovation. Leverage technology to improve customer service delivery including implementation of CRM tools within the customer care team
- Bachelor’s degree required; Advanced degree preferred (MBA, MS Engineering)
- 7+ years Commercial Leadership experience managing high-performing teams. Prior experience leading Customer Care / Service for a large, multi-national organization
- Proven success in developing and deploying a Customer Experience strategy for a Global organization
- Past experience leading VOC strategy and initiatives; inclusive of translating insights into innovative solutions that help enhance the overall customer journey
- Developing, setting, and monitoring key Customer Experience KPIs
- Exceptional communications skills, with the ability to communicate and present effectively to multiple levels across the organization in both one-on-one and group settings
- Proven track record of managing large-scale change initiative(s) by effectively demonstrating stellar collaboration and influencing skills
- Critical thinking skills to properly identify problem area & potential solutions. Prior knowledge and application of 80/20 principles strongly desirable
- Proven experience leveraging multiple sets of input to set a strategic vision; translating the vision into development of key objectives, implementation plans & actions, and key measures / KPIs of what success looks like. Policy Deployment and strategic planning experience
- Analytical skills to properly interpret data and develop strategic insights
- Leadership skills to influence cross functional teams for Continuous Improvement journey
- Business & Financial Acumen
- Visionary Leadership
- Is intellectually curious and embraces continuous improvement, challenging the status quo
- Introduces and proactively seeks out new ideas and solutions to strengthen performance
- Holds self and others accountable to build and instill a continuous improvement culture
- Ensures best practices and lessons learned are adopted
- Strong cross-functional facilitation