Director of Customer Experience
4 days ago
Amer Sports is a dynamic, global sports company seeking a Director to lead the Customer Experience team for our Salomon, Atomic & Armada brands in North America. This role will ensure a high-value environment that supports the Brand's goals and direction while providing an industry-leading customer experience.
Key Responsibilities:- Lead the Winter & Outdoor Customer & Consumer service teams in the USA and Canada
- Develop long-term service strategies aligned with brand leadership & execute strategic plans
- Define, implement, and track key performance indicators, and report to senior management on service improvement progress
- Partner with peers and leadership to ensure 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
- 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
- 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
- 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
- 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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