Head of Customer Service AMEA
2 weeks ago
About the role
Head of Customer Service AMEA has a crucial role in enabling Next Level program objectives of closer to the market, and customers and simplifying, and digitizing. The role will play a big role in leading and managing the customer service team and deliverables through the transformation into a best-in-class service set-up in conjunction with Global Business Services. The role will interact with commercial/sales leaders in the markets and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountability for driving customer service performance improvements in responsiveness and reliability. Scope: All 5 business units in Chocolate and Cocoa for all 8 country clusters with 50+ countries in AMEAKey responsibilities include
Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale Drive innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal, automation of order promising and processing, customer cockpit Lead the customer service function in reorganizing and refocusing the teams and workflows to be closer to the market Partner with the country cluster GMs/MDs with support to win long-term outsourcing deals and increase the stickiness by providing value-added, segmented and seamless services and experience Drive the regional customer strategy and execution for customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning Lead the AMEA customer service team, drive best practice adoption, resolve issues and partner with the sales and supply leads to ensure exceptional service delivery Oversee daily order management operations and ensure a strong focus on delivering customer value Establish, monitor and improve performance on service level agreements with customers Resolve customer issues and drive corrective, preventive actions Improve customer communication and collect periodic feedback on customer satisfaction Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high-performance Develop modern business methods/processes, identify best practices in the market, Monitor KPIs, analyze performance and identify areas for improvement, track progress Build a strong team and customer-centric culture Travel requirements: 10 to 20% Others: customer interaction
About you
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