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Sr Director Cust Service Center
Entertainment & Media Industry Company
Pittsburgh, PA, United States
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Job Summary:
Responsible for the sales, customer experience, operational execution,
financial performance, and employee satisfaction at Customer Service
Centers/Retail locations. Ensures an excellent working environment, maintaining staffing
levels and training, to motivate the team. Provide leadership and
direction for diverse and complex functions. Contributes to the
development of the organization’s business strategy. Interprets business
strategy and develops organizational objectives that align with the
strategy. Typically manages multiple teams of professionals across a
wide geographical area.
Core Responsibilities:
• Develop strategic sales, service and financial plans goals and budgets
for Customer Service Centers and Retail location.
• Direct all operational processes including developing/implementing new
routines with regards to sales, cash and equipment controls, customer
experience, security, and employee engagement.
• Provide strategic/consultative guidance and support to Divisional,
Regional, and Market area Customer Service Center teams to maximize
sales effectiveness.
• Liaison cross-functionally with leadership teams in other groups
within the Region, Division and Corporate to identify and implement
initiatives and/or best practice programs.
• Direct recruitment, training, and development of employees with
regards to sales, products, processes and customer service.
• Review, analyze, audit, and develop customer and financial reports
including sales, inventory, production, payroll, VOC, and CSC ROI vs.
budget.
• Work in a fast –paced matrixed environment and effectively develop cross-
functional partnerships.
• Consistent exercise of independent judgment and discretion in matters
of significance.
• Regular, consistent and punctual attendance. Must be able to work
nights, weekends, holidays, and variable schedule(s) as required in a
retail environment.
• Other duties and responsibilities as assigned.
Job Specification:
• Drive customer experience and sales
• Bachelor's Degree or Equivalent Business
• Generally requires 10+ years related experience
• Must have previous experience managing multiple retail regions
• 5+ years retail leadership, change management.
• Deep knowledge of Mobile sales environment.
Company is an EOE/Veterans/Disabled/LGBT employer