Director, Customer Experience

5 months ago

Ogden, United States Amer Sports Full time

Overview:

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Armada, Atomic, and Arcteryx. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports. Join us.

What You'll Do:

We are currently seeking a Director to lead the Customer Experience team that supports our Salomon, Atomic & Armada brands throughout North America. This role will ensure that the culture, tools, and resources are in place to foster a high-value environment that supports the Brands goals and direction while providing an industry leading customer experience. Responsible for short and long term strategic development and execution of our Customer Experience strategic priorities while directing the day to day efforts to drive toward successful results.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:

  • Lead the Winter & Outdoor Customer & Consumer service teams in the USA and Canada
  • Encourage and lead team development and cohesion. Provide direction, motivation, coaching, training, development, and feedback to the team
  • Develop long term service strategies aligned with brand leadership & execute strategic plan
  • Lead the design, implementation, and utilization of CRM tools (salesforce.com) throughout the Winter & Outdoor organization
  • Define, implement, and track key performance indicators, and report to senior management on service improvement progress
  • Partner with peers and leadership to ensure that the overall business delivers results
  • Manage wholesale dealer orderbook and coordinate with Credit, Warehouse, Supply Chain & Sales to ensure order blocks are removed and the orderbook is properly maintained
  • Develop customer experience playbook, mission, objectives, policies, processes, and guidelines
  • Foster an environment focused on providing world class Customer Experience and establish strong relationships with our key dealer network
  • Build strong relationships with our internal & external Sales and Commercial teams
  • Coordinate with management regarding potential service-related issues and provide risk mitigation
  • Work with IT teams to develop system improvements and agility in order2cash activities, customer and consumer touch points and back office automation in SAP
  • Partner with the Distribution & Transportation and Operations teams to formulate improvements to our order to fulfillment process based upon current and upcoming customer requirements, as well as communicated issues facing our sales and customer base
  • Key member of the regional leadership teams and global customer experience community of practice
  • Develop & implement best practices for warranty processing
  • Lead EDI, Vendor Compliance and oversee warranty & repair team


What We're Looking For:

This role requires a bachelors degree in business or related field. We are looking for a candidate with 10+ years experience in a customer service role (preferably in a B2B & ecommerce environment) along with 10+ years experience in leading, coaching, or training others.

SUPERVISORY RESPONSIBILITIES

This role will lead a team of up to 40 members with 5 direct reports. As a Director, this role is expected to carry out managerial responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and providing constructive feedback; addressing concerns and resolving problems.

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Leadership: Provide transformational leadership, formulates strategies and concepts and drives execution. Takes responsibility for actions, projects, and people
  • Exceptional Service Orientation: Puts customers first, strong interpersonal skills and the ability to empathize with clients and team in sometimes intense situations.
  • Business development and analytics: Identify business opportunities to maximize growth, business development and service improvement through analyzing service metrics
  • Patience and Tact: Skills to be utilized when dealing with difficult situations.
  • Managerial: Recognize your impact and lead by example in motivating, coaching and developing your team. Demonstrate leadership by gaining and maintaining respect while engaging and motivating others.
  • Creative Thinking and Problem Solving: Develops new ideas to improve customer service standards and elevate service levels to our customers.
  • Ability to Adapt: Can professionally deal with high pressure situations and able to change priorities/switch focus based on business demands.
  • Organizational and planning skills: Excels at developing policies and procedures to meet all unique needs of our customers and sales team.
  • Motivated and Professional: A commitment to continually improve your own customer service skills on an ongoing basis.

REQUIRED EDUCATION & EXPERIENCE

  • 10+ years of previous experience in a customer service role, preferably in a B2B & ecommerce environment
  • 10+ years experience in leading, coaching, or training people and business leaders
  • Proven results reviewing, developing, and executing key business delivery strategies
  • Experience in building strong cross functional relationships
  • SalesForce.com Development & Implementation Experience preferred
  • Experience in project management, change management and software implementations
  • Passion for sports or previous experience working or playing in a team environment preferred

What Well Provide

This role is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski areas and other outdoor recreation.

We offer a great working environment in the sports industry with talented & passionate colleagues all over the world Other benefits and perks include:

  • Medical, dental and vision
  • 401k with company match
  • Life insurance, pre-tax transit benefit program
  • Discounts on Amer Sports products
  • Smart casual dress
  • Free gym membership and ski pass
  • Summer hours

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

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