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Global Head of Customer Care
hace 3 meses
Primary Position Objectives
As the Global Head Customer Care, Connected Customer Solutions business unit (CCS), you will play a pivotal role in transforming the digital customer care strategy.
Your primary responsibility will be to create, implement and oversee the customer care structure that will enable Straumann Group to deliver a best in industry post-sales customer care experience across all our digital services and solutions.
You will create and oversee centralized digital shared service centers in strategic geographical locations across our global operations, enabling a scalable and consistent world-class customer care delivery.
With the goal to safeguard and optimize the customers' investments into our products and services, by creating the most confidence-building user experience in the industry, you will lead the strategy to transform customer support into customer care.
In this newly created position, you will support the fast-paced growth of our digital products and services by creating and executing the customer care strategy to enhance customer experience and satisfaction, while harnessing data-driven insights to pro-actively address customer needs and preferences and create business opportunities and impact in the process.
Key responsibilities
- Lead transformative strategy to create the future customer care setup to build a leading customer care experience and enable the continued growth of our business in line with group strategy.
- Ownership and implementation of comprehensive customer care strategy to turn customer support into proactive customer care to support business objectives.
- Establish and lead digital shared services centers in strategic locations in Europe, Americas, and APAC to support our regions and hubs and build worldclass customer care teams, digital processes, and systems.
- Lead and manage team of direct and indirect reports and setting the direction for deployment of resources.
- Create and implement crossfunctionally aligned roadmaps to transform single channel delivery of customer experience to multichannel solution delivery using AI technology to launch self service solutions integrated with our platform, and drive speed and efficiency in customer care operations.
- Collaborate within complex stakeholder structure and in particular the customer insights, digital growth, training & education, and marketing teams to utilize data analytics and metrics to understand customer pain points and proactively drive improvements by leveraging technology and data to power a more personalized customer care experience in the customer journey and postsales process.
- Drive alignment and engagement across functions. Champion internal understanding and support of opportunities to secure focus and alignment needed to develop the business.
- Develop indepth and comprehensive understanding of Straumann's products and business models, and prevailing digitalization advances and trends in dental industry.
Your profile
- Minimum 1015 years' proven experience in senior leadership roles within customer care, digital customer experience, business development and/or operations with a demonstrated track record of success.
- Accomplished in successfully building digital shared services centers and selfservice solutions for large international companies with high complexity.
- Demonstrated track record of successfully transforming customer experience and turning customer care into business opportunity and profit center and implement digital centralized service centers.
- Strong understanding of how to leverage AI, selfservice care platforms, and data analytics within a customer care context.
- Experience in leveraging customer data and insights to drive proactive customer care strategies.
- Experience in implementing new business models across business segments in the context of customer care.
- Proven track record of driving business impact and delivering results.
- Experience with medical devices industry and/or a track record of being willing and able to develop deep domain expertise quickly.
Your skills
- Ability to effectively drive collaboration with a diverse set of stakeholders including customers, partners, and colleagues across departments and at all levels within the organization.
- Structured and processdriven individual with proven ability to execute and implement.
- Handson approach to strategy and implementation
- Excellent communication and presentation skills and ability to frame vision and strategy at different levels of granularity from business executive to solutions specialist.
- Strong situational leadership skills and ability to successfully build, lead and develop teams.
- Energetic, positive, and resultsoriented, selfstarter and business leader with enterprising thinking and high level of resilience and EQ
