Customer Services and Experience Director

Job title:

Customer Services and Experience Director

Company

Eaton

Job description

Job Description:Join Our Team at Eaton: Empowering Tomorrow, Today!We are more than just a power management company, we are committed to inclusion, diversity, and sustainability. You will be part of a global team committed to delivering on our brand promise: “Make what matters work” We pride ourselves on building a culture that reflects our shared goals, beliefs, and attitudes.
We are ethical – We are passionate – We are responsible – We are efficient – We are transparent – We are learning. We are EATON!About EatonEaton is a power management company where we provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technology and services. Eaton has approximately 96,000 employees and sells products to customers in more than 175 countries.We accept all applications in the UK and Germany.This position has overall responsibility to lead a geographically dispersed team within the region, improve support productivity & effectiveness through use of lean methodology and continuous improvement. Developing support people, process, tools, and best practices for the GEIS EMEA sales and support organizations across EMEA. Leading the customer service and experience function you will interface with regional functional leaders (Sales Leaders, Global Product Line Managers and Marcoms which are key stakeholders of this function.)What you’ll do:

• Develop and implement a framework for delivering and measuring year over year support productivity improvements, process harmonization, and transition to value added activities.
• Assist in the development, implementation, and communication of the Commercial Strategy and ensuring alignment with GEIS, Sales, Marcoms, and special project goals.
• Participate in local leadership meetings with functional leaders as a representative of Commercial organization.
• Analyses requirements for sales support data and builds tools necessary to provide accurate, timely information for decision making in commercial support teams including daily management, ERP/configurations and customer master data.
• Active participant in Eaton Front End Programs representing in eCommerce, order center, Customer Relationship Management (CRM/Case), Trading Partner Hub, Customer Master Data, Product Data Hub, ERP decisions/implementations, configuration and pricing implementations.
• Support the Sales teams through daily work and execution of common bid, configuration and order management process to ensure sales effectiveness, scalability, and consistency while maintaining pricing strategy and LOA requirements across the region.
• Monitors and reports tool usage and implementation across the region to drive increased effectiveness, changes required and adoption.
• Build business intelligence database, tools, and dashboards to provide timely data for customer, order, and project management and service performance.
• Evaluate current business processes across Sales, Service and E-commerce platforms that can be improved and implement action plan for improved productivity, support, and customer effectiveness.
• Continually improve the capability of the team through ongoing development of leaders, tools and processes
• Develop and implement an organizational structure capable of building organizational capabilities and integrating functional needs into the development of short- and long-range business plans.
• Facilitate the sharing of best / transferable practices across the organization
• Develop and deploy key metrics and commercial support operations balanced score card/dashboard

Qualifications:

• Bachelor’s Degree or equivalent
• Minimum 10 years combined experience in OPEX, Supply Chain, Commercial Support Operations, Call Centre management, Sales & Marketing.
• Minimum of 5 years in direct customer experience / operational excellence.
• Proven Commercial Support Operations (sales back office) experience
• High level of software expertise (SAP, Power BI)
• Proven ability to lead in matrixed organizations
• Previous management of geographically dispersed teams within Europe is a plus

Skills:

• Demonstrated knowledge and experience in strategy implementation, business process improvement, Business process tools and methods including PRO-Launch, EBE, EQS, and lean 6Sigma tools are preferred.
• Understanding and use of AGILE / SCRUM for process improvement
• Ability to work and manage in a matrix environment, get results and drive change through others, provide peer leadership
• Customer-centered mindset and ability drive continuous improvement across organizations.
• Strong analytical skills, with the ability to translate complex data into actionable insights

What We Offer

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible
• We make your growth matter – We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter – reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.
• We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.#LI-GK1

Expected salary

Location

Luton

Job date

Sat, 06 Jul 2024 02:59:06 GMT

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