Director, Customer Experience Leader
4 weeks ago
Overview:
Amer Sports is a dynamic, global sports company that offers passionate 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.
Key Responsibilities:
- 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 and execute strategic plans.
- Lead the design, implementation, and utilization of CRM tools 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 orderbooks and coordinate with Credit, Warehouse, Supply Chain & Sales to ensure order blocks are removed and the orderbook is properly maintained.
- Develop customer experience playbooks, missions, 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 order-to-cash activities, customer and consumer touchpoints, and back-office automation in SAP.
- Partner with the Distribution & Transportation and Operations teams to formulate improvements to our order-to-fulfillment process based on current and upcoming customer requirements and communicated issues facing our sales and customer base.
- Key member of the regional leadership teams and global customer experience community of practice.
- Develop and implement best practices for warranty processing.
- Lead EDI, Vendor Compliance, and oversee warranty & repair teams.
Requirements:
- 10+ years of previous experience in a customer service role, preferably in a B2B & ecommerce environment.
- 10+ years of 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 and 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 We Offer:
- Medical, dental, and vision insurance.
- 401(k) 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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