EMEA Customer Care Leader

The organisation

A global supplier of electrical and eletronics components and systems. For confidentiality reasons, the client name will be revealed at a later stage.

Tasks & responsibilities

• Establish and execute the EMEA Customer Care strategy to align with overall direction globally. While primarily responsible for the EMEA region, the Customer Care Leader is to play a global role in the evaluation and input into overall strategy for the function towards delivering an Extraordinary Customer Experience
• Lead and champion the lean transformation of Customer Care and continue the change management process in the EMEA region
• Drive Operational Excellence through disciplined execution
• Develop talent throughout the Customer Care organization
• Responsible for the EMEA Customer Care Organization with about 160 professionals
• Provide leadership to structure and align EMEA Customer Care to meet the Business strategy
• Interface with Business Unit leaders to ensure full understanding of their Customer Care needs and expectations
• Liaise between sales and plant / supply chain to achieve delivery and sales performance KPIs
• Lead large complex projects cross-functional and cross-regional
• Represent the Customer Care organization at customer visits to build higher-level relationships
• Support site sales initiatives, champion to drive KPI improvements with alignment to corporate policies, procedures and standards
• Develop and upgrade the EMEA Customer Care team
• Drive high level of engagement within the EMEA Customer Care team
• Work closely with the other regional Customer Care Leaders to roll-out global initiatives

Candidate profile

• Previous experience working in a consultant capacity, or with consultants on customer experience and customer care transformational efforts is highly desirable
• Proven track records of successful transformational efforts in Customer Service/Care
• Previous experience in leading large and multi layer teams
• B2B experience is preferable, but B2C is also helpful
• 8+ years of professional experience in multi-national Customer Care or Sales operations roles
• Demonstrated experience in working effectively and directly with all levels of the organization
• Experienced in using social media to support customer care transformation (e.g. CRM)
• Industry specific experience is a plus
• Six Sigma Green Belt or more is a plus
• BS in Engineering, Quality or Business Administration
• MBA or MS in related field a plus
• Fluent in English (both written and oral)
• Flexibility to travel when required 

Conditions

Competitive compensation package

Interested?

You are requested to apply to this position by following the link below. For more information, please contact Pearl Borst Pauwels - Chew at +31 (0)6 31 99 32 23.