Role Purpose:
The VP Customer Care is responsible for managing all aspects of customer support and service across all channels. The role holder is also responsible for developing the organization's customer care strategy and managing the overall performance of people and processes to achieve the highest levels of customer satisfaction. As a senior functional leader, director of customer care liaises with other members of the leadership team to implement the organization's corporate strategy.
Responsible for driving strategic decision-making informed by customer trends, market dynamics, shopper needs, behaviors and preferences. Leveraging internal and external data sources, integrating solicited and unsolicited data, this role holder will provide a holistic and contextual view of the customer, market dynamics and competitive landscape. This role is also responsible for building capability, human and technological, to foster more efficient and effective data access and usage.
Role Details Key Responsibilities and Accountabilities:
Strategic Planning
- Lead the formulation of strategy for the customer care function and determine key strategic initiatives
- Drive necessary changes for the improvement of operating and organizational efficiency of the customer care team
- Orchestrate the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team
Analytics
- Measure the effectiveness of all customer care approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence
- Lead the research and apply performance measures in place for the purpose of continually monitoring the customer support performance processes
- Ensure the right balance between operational metrics and customer care metrics
- Identify companywide improvements and present these to the senior management
Stakeholder Management
- Manage both internal and external relationships on behalf of the Customer Care function
- Engage in direct interactions with the business's consumers whenever needed
Technology
- Deliver customer care efficiently in a cost effective manner using the latest technologies and customer relationship management softwares to improve overall productivity
- Understand the contribution of technology and prepare a sound business case for investment
Human Capital Responsibilities:
- Ensure the implementation of the performance management process
- Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
- Identify training needs and coordinate with the HC department to ensure facilitation of training requirements
- Oversee the development and implementation of on the job-training
- Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives
- Partner with HC to identify and implement required trainings for end-users across the organization
- Provide inputs while developing MAF Retail's corporate policies and relevant procedures, and monitor the implementation
Qualification, Experience & Skills:
- Bachelor's Degree in Business Administration or Marketing
- MBA is preferred
- Minimum experience: 15+ years in a Customer Care function
- 5+ years of experience working within the retail industry
Skills
Extensive management experience in a customer care environment, such as a call center, technical support department, airline customer support, or within a traditional large scale vertical retailer's customer service/after sales department
