Customer Experience Manager in Belfast, UK at TeleTech

Date Posted: 11/13/2017

Job Snapshot

Job Description

Customer Experience Manager - Customer Care



 

About Customer Care :

The Customer Care team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.  We put customers first.  With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach.  The team is looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customer’s needs and expectations.

 

 

Job Summary :

 

The Customer Experience Program Manager is the direct linkage between the Business Group and the Customer Care team representing the voice of the customer throughout the product lifecycle.  This position requires a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting.  This role will have both strategic and tactical elements, representing the customer to internal and external groups as needed.

 

 

Primary Customer Care Job Responsibilities :

 

  • Execute Customer Care strategy and drive the implementation across the Customer Care team

  • Support New Product Introduction (NPI) efforts :


•         Customer Care expert for product/software roadmaps and product development strategies.


•         Partner with the project teams to ensure product launch readiness, providing content for FAQs and training, ensuring staffing and tailored support requirements, etc.


•         Provide customer feedback and product-performance data to business group development teams in order to help drive next-generation product improvements.

  • Support post-product-launch (sustaining) efforts :


•         Engage with the broader organization to understand field performance, trends, top escalations and call types


•         Articulate product performance issues, customer needs and solutions through aggregated post-sale product performance data and analytical insight.


•         Work with Customer Care analytics team to acquire structured data and design functional reports to fulfill analytic needs.


•         Act as top-level escalation point for call center agents; coordinate and manage escalations to the BG and quality organizations.


•         Partner with BG and external partners to provide scalable and sustainable/current content for FAQs, Job Aids, and agent up-trainings.

 

  • BG/Customer Care partnership :


•         Lead monthly business review meetings with key stakeholders from the BG.


•         Drive adherence to cross-functional processes and deliverables, including but not limited to; populating and updating the project database, spare parts creation, software download submission process.

 

 

Knowledge and Skills :

 

  • Strong demonstrated business acumen and strategic/tactical business judgment.
  • Technical aptitude with a high degree of self-motivation.
  • Strong team player who operates with high levels of integrity, trust and respect for the individual.  Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization.
  • Proven project management capabilities with laser focus on delivering against commitments.
  • Deep understanding of B2B channel and working with IT professionals
  • Experience supporting enterprise businesses and their customers
  • Excellent communication skills (written, oral, presentation) at all levels of the organization.
  • Strong analytical skills with the ability to utilize data/analyses to influence change and drive business direction.
  • Excellent interpersonal skills. Responsive to customer and business requests.
  • Outstanding listening and process diagnosing skillsets and an ability to create ethical and effective solutions in a team environment.   
  • High energy & enthusiasm to establish new approaches to enhance customer experiences.
  • Must thrive in a fast-paced environment.
  • Desire to have fun and laugh while getting the job done.

 

 

Qualifications

 

  • BS/BA degree in technical field or equivalent work experience. Advanced degree a plus
  • Project Management certifications and/or experience
  • Strong and verifiable knowledge of customer care processes and techniques
  • Call center operation experience/knowledge a plus
  • Willingness to travel required
  • Previous experience working with B2B channels and IT professionals a plus

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