Customer Director Job Description

Customer Director Job Description

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Customer director provides senior leadership with local, national, and international trends and legislative changes in healthcare technology and information systems.

Customer Director Duties & Responsibilities

To write an effective customer director job description, begin by listing detailed duties, responsibilities and expectations. We have included customer director job description templates that you can modify and use.

Sample responsibilities for this position include:

Lead KO negotiations with key customers in the Cold (away from home) channel in partnership with the bottler & where applicable Global account teams, driving system revenue, volume and profit
Develop & execute supply chain strategies/ capabilities to enable Collaborative Business Plans
Drive Customer & Bottler value by improving efficiencies, effectiveness and customer service across the entire Item to Cash process
Monitor service performance and steward Value of DSD to customers
Identify and address systemic service issues toimprove Customer Satisfaction
Implement electronic order-to-cash capabilities (e.g., EDI, ASN)
Help to drive the implementation of a new Customer Relationship Management system to maximize efficiencies between Customer Service, Sales and end customers
Develop & improve end to end agent journey (OBE, TMS, Compass)
Collaborate with Finance, Accounts Receivables, Credit Management, Operations, Distribution and IT departments to develop clear and actionable customer support strategies
Handle complex or escalated calls major account customers' questions

Customer Director Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Director

List any licenses or certifications required by the position: PMP, ITIL, PMI, TL9000, COPC, CIQ, ETOM, GCP, AWS, CCXP

Education for Customer Director

Typically a job would require a certain level of education.

Employers hiring for the customer director job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Marketing, Education, Management, Engineering, Business/Administration, Computer Science, Technical, Healthcare

Skills for Customer Director

Desired skills for customer director include:

Selling process and the components to build / maintain customer loyalty
US healthcare industry
Attitudes
Ethnic culture
Interests
Technology
Trends
Healthcare industry trends
Major national healthcare groups
Business finance and experience developing and applying cost models

Desired experience for customer director includes:

Insurance Industry course work such as LOMA, ALU, CLU
Expertise designing and executing qualitative and quantitative research, proficiency in analyzing a wide range of marketing data
Impeccable professional communications skills
Must have impeccable integrity and work ethic
Bachelor’s degree from a four-year college or university or 10+ years work experience
Excellent communication skills English and Chinese writing skills

Customer Director Examples

1

Customer Director Job Description

Job Description Example
Our growing company is hiring for a customer director. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer director
  • Responsible for Entry Into Service for new development upgraded systems
  • Monitors active SRs and SRDs
  • Developing the basic objectives, policies, and operating plans of the business
  • Ensuring the corporate policies are uniformly understood and properly interpreted and administered by subordinate units
  • Planning for the development of personnel resources within the company and maintains programs which will encourage successful future management of the business
  • Ensuring that Nobel Biocare USA is a total quality management organization
  • Representing the company as appropriate in its relationships with major customers, suppliers, government agencies, professional societies and similar groups
  • Focusing on developing talent
  • Design and develop alternative listening posts to enable deeper connection and understanding of customer preferences
  • Collaborate with and leverage from similar work being performed within BMS
Qualifications for customer director
  • Bachelor’s degree with 8-10 years of related experience preferred (technical/customer support leadership position) with a minimum of five years of call center leadership (including employee development/coaching) or Master’s degree with five or more years of related experience preferred (technical/customer support leadership position) with a minimum of three years of call center leadership (including employee development/coaching)
  • BA/BS and/or MBA required
  • Experience in CSAT - customer satisfaction score
  • E-commerce customer service expert, Mapping, Customer metrics, Omni channel experience (Web, Phone, mobile, email, chat, text, and other form of communications)
  • Customer facing sales experience, with successful track record
  • Bring a combination of clinical technical selling experience required with to manage multiple product portfolios
2

Customer Director Job Description

Job Description Example
Our growing company is looking for a customer director. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer director
  • Oversee the forecasting and management of global headcount Evaluate, Scope, Propose, Implement and manage technology to power all or a combination of the channels of support we offer our users
  • Manage a portfolio of initiatives to deliver improved customer experience outcomes
  • Execute process to measure customer experience maturity for Medical and business segments
  • Establish a global Medical Customer Experience Leadership Team
  • Provide a thorough, detailed and evolving understanding of customer experience that supports Medical Capabilities excellence
  • Mentor, coach, and manage all application support technicians, team leads and managers
  • Manages and coordinates field operations for all Customer Service functions including both regional and functional quarterly goals and objectives
  • Ensures continued high levels of customer satisfaction through both direct and indirect contact
  • Utilizes strong negotiation and influencing skills to effectively manage relationships and coordinate responsibilities with EMC Sales and Professional Services, EMC competitors and other vendors with product in the customer''s data storage and management environment
  • Assess performance against business KPIs, drive effective sales incentive models, train sales force and other appropriate in-field/office based roles on concepts, processes, methodology, and benefits of state of the art and innovative systems
Qualifications for customer director
  • Minimum 10 years documented sales success in broad range of products
  • Sales/people leadership, strongly preferred
  • 3-5 years prior experience in IDN account management required
  • Understanding health care reform/payer/GPOs/Distribution
  • Working across functional and business unit/Segments
  • Ability to take strategic plan and implement to drive desired results
3

Customer Director Job Description

Job Description Example
Our innovative and growing company is looking for a customer director. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer director
  • Manage the overall relationship with the onsite vendor workforce in terms of cost, quality and delivery of service
  • Direct management of large Customer Care team operating in region at vendor site
  • Lead regular business reviews and vendor relationship management activities
  • Participate in workforce planning and budgeting activities in coordination with internal teams
  • Support vendor selection, negotiations, and overall vendor operations strategy in region
  • Responsible for development, scaling and management of support teams in close partnership with outsourced partners and various internal operations teams
  • Responsible for new process implementation, development of Request for Proposals (RFP's) and Statements of Work (SOW), critical issue resolution, ongoing workforce facilities and space planning, systems support, business reviews and day-to-day vendor relationship management
  • Contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes
  • Directs and oversees the initial and ongoing evaluation of customer needs and establishment of processes and procedures related to daily Customer Service Administration
  • Sets tactical and long-term goals for each customer service team, aligning objectives with targets established by the division’s executive leadership team
Qualifications for customer director
  • Team/Customer Orientated – Must be willing and able to work closely with other departments, peers
  • Advanced degree in a scientific or technical discipline or MBA is preferred but not mandatory
  • 8+ years’ experience leading B2B and/or software/technical support contact centers with exceptional customer satisfaction
  • Deep knowledge of customer support methodologies and infrastructure, including staffing models, support channels, reporting, and metrics to best meet customer expectations
  • Prior success in identifying and implementing business processes and aligning systems and metrics to deliver the desired results
  • Experience managing supervisory level resources (e.g., managers / leads)
4

Customer Director Job Description

Job Description Example
Our growing company is hiring for a customer director. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer director
  • Handles and oversees administrative matters concerning the customer service organization, including preparing and submitting the budget for approval
  • Initiates and approves human resource planning, selection and resource allocation activities that support the customer service teams’ productivity and effectiveness
  • Advises Company executives, directors and managers to report on the customer service organization’s strategies, activities and results providing guidance and sharing information as required by other organizational units to achieve their objectives
  • Maintains a level of currency in call center operations the HR services industry by participating with and maintaining memberships with professional work groups
  • He will also be leading all efforts to ensure all UTPs with our customers (Unfair Trading Practices) are denounced and captured within Europe
  • The European Customer Director will ensure close collaboration with Segment heads ( Presidents, Marketing VPs, Segment Acceleration Directors ) through C2G and regional S&OP+ connection of LAR team
  • Assortment & Supply
  • Review performance reports for and with agents and teams
  • Strategic revenue plan
  • Directing and coordinating the activities of designated customer-facing teams
Qualifications for customer director
  • Proven success in customer and employee interactions, particularly with diffusing stressful situations
  • 7+ years of business experience including 5 or more years of progressively more responsible management experience
  • BA/BS with 5 years' work experience, MBA preferred
  • Or communications (voice, text, web, mobile app, or social) 5+
  • Strong salesforce experience
  • Advance negotiation skills
5

Customer Director Job Description

Job Description Example
Our company is looking for a customer director. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer director
  • Ensure customer contracts are accurate and completed in a timely manner working with the customer to update and maintain any current contracts
  • Direct the collaboration with operations on contracts expectations ensuring customer expectations are met and maintained throughout the process
  • Establish and conduct sound business practices and ensure obligations of department are met according to contractual obligations and established policies and procedures
  • Directs and develops representatives
  • Responsible for the performance of Pods with a ton of visibility and impact, as these Pods will be delivering on the Customer Onboarding initiative
  • The ideal candidate should have - “CX - Customer Experience" & “EX - Execution” in their DNA
  • Develop and implement 2 year customer support strategic plan
  • Developing and maintaining the Support team culture of high performance and accountability with a lot of levity
  • Work with your regional managers to create schedules based on interval staffing needs and ensure advocate adherence
  • Provide thought leadership for “self-service” options, new contact channels and other relevant projects impacting the operations center/s, with a focus on helping customers to self-serve as much as possible
Qualifications for customer director
  • BS degree in business, marketing, computer science or similar concentrations
  • Experience leading in a large Customer Service or Operations organization that operates through voice, chat, email, and text channels
  • Experience with outsourced agencies and vendor management and selection
  • Experience managing teams using data and analytics with a proven track record of increasing CSAT & NPS scores
  • Strong experience developing leaders of people
  • Proven track record of implementing new solutions from end to end, including strategy, planning, and execution

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