Italy

Gorgo al Monticano

Commercial
After Sales/Customer Care

CUSTOMER CARE & SERVICE MANAGER - Italy (M/F/X)

Job Responsibilities

JOB SUMMARY:
Own the local strategy for Italy, aligned to the global strategy and local MTP . Lead and manage the CX, Customer Care and Service operations in Italy for all brands products. He/she will be responsible with the marketing director Italy for the single view of the customer and improving the key CX experience, we are creating for our consumers through their journeys. Responsible for the outsourced customer care via all channels and look to set and manage KPI’s and budgets, balancing the optimum CX experience (including but not limited to presales, after sales, call centers, technical support, and training). He/she will be responsible for all elements of the service function aligned to the MTP and product sales volumes, through the outsourced service centers network and repair HUBs in Italy.

Main Responsibilities
• Own the strategic plan and implementation of the Italian Customer Care and Service align to the global strategies in these functional areas;
• Set and manage annual budgets and KPI’s to deliver the plans aligned to the business plans;
• Be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey in partnership with the marketing director;
• Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle;
• Lead, manage and direct the daily operations, staffing and resource planning for the department;
• Own policies, processes, tools, and procedures that ensure effortless customer support and consistent, high-quality interactions;
• Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization;
• Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance;
• Leads and coordinates all aspects of effective support, including critical CX journeys, 3rd Service and Customer Care supplier, Customer Care Channels, etc.
• Responsible for Direct-to-consumer customer care and presales working with the Marketing and Direct teams to ensure the customer care and service function adapts and develops alongside the commercial growth;
• Leads, coaches, develops and manages performance of the team;
• Be part of the HQ Global Customer Care and Supply Chain network, ensuring the Italian requirements are considered and included in any strategy;
• To implement Group directives for After Sales Service & Customer Care in Italy;
• To ensure that the Service Partners are provided with suitable technical support, enabling them to repair/service all De’Longhi Group brands product, Kenwood and Braun products. Including Call Centre operations;
• To be aware of new product introductions into the territory and quickly ensure that the Service Partners and their subcontractors are ready to service/support the new products;
• Report/resolve issues raised by customers, reducing customer escalations and complaints;
• Working with the business to maximize customer experience, minimise costs, supervise warranty costs and spare parts budget;
• Lead, develop and coordinate the Customer Care Area Managers;
• To foster a good communication process among Service, Sales, Quality, R&D and Marketing departments about the Consumer Care and Service issues and provide feedback to business customers;
• To analyse and report on technical returns, working with the business to minimize costs;
• Keep abreast of all changes in legislation not limited to, but examples of requirements relating GDPR, service requirements, right to repair and recycling etc.

Job Profile

Specific Job Skills & Competencies:
- Proven successful experience in Customer Care and After Sales Service in a Leadership role of min 5 years preferably in a multinational company.
- Understands and have deep mastery of the customer and CX journeys.
- Well-developed data analysis skills with the capability to be able to present complex data and scenarios and to articulate such information in an easily understood fashion in both verbal and written form.
- Must be an excellent face-to-face and digital communicator. Able to develop successful working relationships and inspire confidence by demonstrating success and experience of managing large scale complex customer care channels and after sales service.
- Strong market insight to source goods within agreed timescales, anticipating problems, meeting cost saving objectives and stakeholder service level agreements
- High learning agility, adaptability, results oriented, change agent with analytical skills
- Determination to succeed in a new environment whilst building sustainable relations with own team and customers
- Understand of digital channels and journneys
- The knowledge of SAP is considered a plus

Languages : English and Italian (must), other languages are considered a plus.