Global Head of Customer Care ClearCorrect

hace 1 mes

Madrid, Madrid, España Straumann Group A tiempo completo
About Straumann Group

Straumann Group is a global leader in tooth replacement and orthodontic solutions that restore smiles and confidence. It unites global and international brands that stand for excellence, innovation, and quality in replacement, corrective, and digital dentistry. In collaboration with leading clinics, institutes, and universities, the Group researches, develops, manufactures, and supplies dental implants, instruments, CADCAM prosthetics, orthodontic aligners, biomaterials, and digital solutions for use in tooth correction, replacement, and restoration or to prevent tooth loss. Headquartered in Basel, Switzerland, the Group currently employs more than 12,000 people worldwide. Our products, solutions, and services are available in more than 100 countries.

About the Role

The Global Head of Customer Care is a key leader responsible for orchestrating the strategy and execution of global customer care initiatives within ClearCorrect. This role demands a deep commitment to customer obsession, driving the development, testing, and scaling of global feedback processes to elevate customer experiences consistently; while also focusing on transforming digital customer interactions, enhancing post-sales experiences globally, and overseeing global customer care centers. The ideal candidate is a process improvement thought leader passionate about energizing teams and committed to delivering exceptional results. They are a strong believer in disruptive thinking and relentless innovation as essential pillars for creating sustainable value.

Responsibilities
  1. Customer Care Strategy and Execution:
  • Develop and implement a global customer care strategy that aligns with business goals, focusing on creating a seamless and proactive customer experience.
  • Establish centralized customer care centers in strategic locations to support global operations and ensure consistency and quality in customer interactions.
  • Develop frameworks that simplify the feedback loop and make actionable insights accessible across the organization.
  • Leverage advanced technologies, including AI and data analytics, to enhance the effectiveness of customer care initiatives and drive continuous improvement.
Operational Leadership and Team Management:
  • Lead a team of customer care professionals, setting clear objectives and KPIs, ensuring high performance and development across the team.
  • Foster a culture of innovation and continuous improvement within the customer care teams, promoting best practices and process optimization.
  • Passionate about building effective, empowered, and inspired teams, placing a strong emphasis on professional development and personal growth.
Stakeholder Engagement and Collaboration:
  • Collaborate with key internal stakeholders, such as digital growth, quality, marketing, and product teams, to align customer care strategies with broader business objectives.
  • Use insights from customer data to drive decisions and personalize customer interactions, enhancing satisfaction and loyalty.
Innovation and Future Planning:
  • Stay ahead of industry trends and technological advancements to continuously refine and evolve the customer care strategy.
  • Evaluate and implement new customer care models and technologies to enhance service delivery, customer retention, and operational efficiency.

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