Consumer Experience Manager

1 week ago

Upper Saddle River, New Jersey, United States Michael Page Full time

About Our Client

Our client is a renowned small appliance manufacturer. Over the decades, it has expanded its product range and acquired several other brands, becoming a global leader in the small appliance industry.Known for its high-quality espresso machines, coffee makers, air conditioners, heaters, toasters, and other household appliances. Job Description Set strategic direction for consumer after-sale touch points and drive the Aftersales team to implement best in class solutionsManage the outsourced call center partner ensuring service level expectations are met while developing improvements in areas critical to consumer experience and customer satisfaction for US, Canada, and Mexico consumersOversee Technical Service and Product Quality Assurance programs which cover product training, testing, safety compliance and quality assuranceOversee the Spare Parts Coordinator responsible for the parts fulfillment and logistics operations supporting a network of 50+ service centers across US and Canada, and LATAM countriesOversee corporate-level, social media, reviews, and consumer agency escalationsManage the relationship with the D2C parts fulfillment partner for in and out-of-warranty consumers in the US and CanadaCollaborate with cross-functional departments to identify opportunities to enhance the consumer experience, keeping up to date on industry trends, new tools, and competitive insightsGather and analyze the voice of customer insights and share recommendations with internal stakeholdersManage consumer warranty processes for all brands and categories for the US and CanadaPartner with the Mexico subsidiary to support consumer warranty and customer care efforts, extending North America best practices and streamlining processesManage consumer facing content related to post purchase and self-service support

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Degree in Business, Information Systems, or Technical focusMinimum of 5 years of leadership experience in customer care managing an outsourced BPO, experience managing an in-house call center a plusStrong knowledge of call center technology including but not limited to CRM, IVR, Social Media, Reviews, Chat, Knowledge Base, Agent Assist, etc.Experience managing service centers partners and spare parts distributionA customer-centric mindset, always looking to deliver the best outcomes for consumers and delivering on brand promiseExperience working with an organization providing premium goods and servicesDemonstrated leadership capabilities and experience managing direct reports of different levelsDemonstrated experience in process improvement and implementing best practices What's on Offer Flexible work structure with 2 days remote per week, and year-round early close FridaysRobust & inexpensive health coverage for you and your family through medical, dental and vision plansFinancial protection through life, accidental death & dismemberment, and long-term disability insuranceA company matching 401(k) planTax advantages through flexible spending accounts for both health-care and dependent care expensesGenerous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need

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