Customer Director Resume Samples

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L Marquardt

Lola

Marquardt

191 Marie Plains

San Francisco

+1 (555) 142 4723

191 Marie Plains

San Francisco

Phone

p +1 (555) 142 4723

Experience Experience

Boston, MA

Customer Director

Boston, MA

VonRueden and Sons

Boston, MA

Customer Director

Work with underwriters to execute client retention plans
Identify and execute innovative ways to add value to clients
Manage the customer website,
Identify and execute cross-sell opportunities
Maintain the Customer Relationship Management (CRM) solution,
Lead creation of shopper marketing programs and ensure integration of shopper insights, category management and sales strategy to drive best in class results
Develop a franchise strategic plan to maximize commercial presence at national and local scientific meetings with a common purpose and strategy

New York, NY

Director, Global Customer Experiences

New York, NY

Bergstrom LLC

New York, NY

Director, Global Customer Experiences

Create tourist development programs to engage and cultivate key tourist groups during peak seasonal shopping periods
Analyze performance and impact of marketing initiatives on client development and customer behavior
Manage, develop and implement top client seasonal gifting programs
A collaborative team player who enjoys working in a cross-functional team environment
Develop loyalty-marketing initiatives to further drive brand engagement
Develop partnerships with travel, hotel, concierge services to offer key services to drive acquisition and cultivation of VIP clients
Work with global and regional cross functional teams to support business objectives

present

Los Angeles, CA

Director, Organized Customer Collaboration

Los Angeles, CA

Mueller Group

present

Los Angeles, CA

Director, Organized Customer Collaboration

present

Leads management of at least one complex collaboration with external partners
The incumbent will lead complex collaborations which includes multi-stakeholder: R&D, Medicine, Commercial, Legal and Compliance; Drive strategic direction of collaboration; lead issue resolution, and streamlines individual partner processes. Interfaces and develops trusted relationships at multiple levels
Represents OCC in Joint Operating Committees for current collaborations
Ensures that collaborations & overall business is conducted in accordance with regulation
Ideate new projects that inform development and commercialization and oversee execution
Supports development of new collaborations by assisting in due diligence and contract negotiations
Responsible for overall performance of assigned relationship, including level of strategic activity, innovative thinking, streamlined operations and sharing of insights, and scaling project outputs broadly within BI

Education Education

Bachelor’s Degree in Uncertainty

University of Florida

Bachelor’s Degree in Uncertainty

Skills Skills

Ability to lead and influence without formal authority
Excellent analytical & problem solving skills, written and oral communication skills
Ability to manage virtual, global teams (Networking; persuasive)
Excellent business German and English, written and oral
Ability to adapt and perform under changing and uncertain conditions
Computer proficiency
Ability to work independently and within a team to deliver results
Ability to engage & lead discussions at board level with senior management
Sound logistics understanding
International exposure and cultural sensitivity

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15 Customer Director resume templates

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Director, Customer Collaboration Resume Examples & Samples

Provide logistical and inventory data to retailer and validate data provided by retailer via file exchange or EDI
Act as a liaison between the field force, Supply Chain and our accounts
Determine and implement priority of logistical initiatives with our accounts
Develops customized strategies providing high customer service levels and reduced cost
Responsible for the efficient flow of product from supplier to customers, ensuring clear communication of gaps / misses and planning remediation
Participate and/or lead Logistics meetings with assigned accounts in person or via conference call
Facilitate monthly KPI cross-functional team meetings with DC, Customer Service; Transportation and Deduction Resolution
Publish reports to insure initiatives and executions are progressing as planned
Evaluate and implement new initiatives requested by key account(s)
Involved in special projects in order to provide cost analysis and recommendations for continuous improvements (i.e., returns, replenishment, launches)
Presents divisional initiatives to customer and ensures timely execution of projects
Performs employee evaluations and fosters employee development
Develop and maintain strong business partnership with Sales, Demand Planning, Category management and the retailer

Director Customer Ops Resume Examples & Samples

Ensure all work complies with established standards, policies, and procedures
Ensures representatives are properly trained when old products are upgraded or new products are released
Evaluate and assess technical issues based upon size, complexity, and time frame to select and assign appropriate team member(s)
Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues
Establishes and maintains systems that provide answers to common questions and problems
As requested, participate in new product idea development groups and meetings
Reports new or recurring problems to appropriate departments. -Selects, develops, and evaluates personnel to ensure the efficient operation of the function
Senior management reviews objectives to determine success of operation
Involved in developing, modifying and executing company policies that affect immediate operations(s) and may also have company-wide effect
Write, maintain and assist in reviewing internal Technical Service reports or communications. -Manage department budget
Plan the allocation of resources, supervise staff to ensure work is completed in an efficiently and effectively
Complete and document all staff-related processes according to established procedures
Complete performance reviews in a timely manner
Develop, edit and review documents and procedures as appropriate
Demonstrated leadership skills, including mentoring/coaching of staff
Services or strategic planning, technical services, and production support of the areas listed above
Excellent verbal, written and interpersonal skills, including the ability to work cross-functionally with other departments including teambuilding and networking
Proven record of delivering results and bias for action Ability to manage projects, coordinate activities, develop and present project proposals clearly in a well organized manner
Ability to work independently while keeping management appropriately informed
Ability to work and to meet deadlines in a fast paced and challenging environment
General understanding of business principles and typical business practices
Demonstrated proficiency with personal computer software in a business environment. Microsoft Office preferred
Ability to travel up to 10% or more based on business needs
Broad range of telecommunications, network or desktop knowledge is highly desirable

Director of Customer Evangelism Resume Examples & Samples

Develop compelling visions, presentations, and experiences for Salesforce customers and prospective customers
Work closely with account teams, industry experts, and product teams to craft visionary customer stories
Drive the Salesforce corporate message across the company
Experience working with Executives / C-Level
Working collaboratively across product divisions
Passion for software-as-a-service, platform-as-a-service and disruptive thinking
Excellent written, PowerPoint, and Apple Keynote skills

Customer Director Resume Examples & Samples

Build Mondelēz International Brands, Run a Business, Lead a Talented Team
Lead creation of shopper marketing programs and ensure integration of shopper insights, category management and sales strategy to drive best in class results
Establish strategic partnerships across CPG Industry to extend Mondelēz International brands
Direct SMG Operations team support
Help drive integration of shopper marketing within the planning process both with Sales and Brand
Collaborate with Agency partners to ensure the team has the required tools to drive best in class results
Strong Leadership Skills – self-starter, team player, great motivator and champion of change
Superior Project Management Skills – able to juggle/manage many projects and customers at the same time
Great Relationship Skills – strong at forging internal/external relationships and commanding trust/respect of others
Great Business Savvy – strong at understanding what makes sense for both the Customer and Mondelēz International
Strategic – strong ability to take HQ/Brand/Scale strategies and translate those into useable Sales strategy
Idea Leadership – needs to be innovative, willing to challenge the status quo and champion new ideas
Customer/Consumer Insights – work with Insights to build plans that will translate into new business
Strong Analytical/General Management Skills – excellent analytical skills
Knowledge of ethnic culture, interests, attitudes, technology, trends, etc

Director, Organized Customer Collaboration Resume Examples & Samples

Leads management of at least one complex collaboration with external partners
The incumbent will lead complex collaborations which includes multi-stakeholder: R&D, Medicine, Commercial, Legal and Compliance; Drive strategic direction of collaboration; lead issue resolution, and streamlines individual partner processes. Interfaces and develops trusted relationships at multiple levels
Represents OCC in Joint Operating Committees for current collaborations
Ensures that collaborations & overall business is conducted in accordance with regulation
Ideate new projects that inform development and commercialization and oversee execution
Supports development of new collaborations by assisting in due diligence and contract negotiations
Responsible for overall performance of assigned relationship, including level of strategic activity, innovative thinking, streamlined operations and sharing of insights, and scaling project outputs broadly within BI
Manages operations of BI's Organized Customer Collaboration Governance Council
Manages documentation of internal assessments and processes including the sharing of this information across organization
Oversees/ensures cross functional/organizational alignment of key initiatives, regularly collecting feedback and optimizing operating model
Ability to manage and execute in a highly matrixed organizational construct
Keeps abreast of healthcare trends and hypotheses on evolving position of pharmaceutical industry. Captures learnings on evolving customer trends through OCC customers and shares findings with relevant functions within BI
Develops processes for and works collaboratively towards scaling and dissemination of outputs from current collaborations as appropriate
Follows and complies with all compliance laws and regulations. Works collaboratively with legal and compliance functions to manage OCC operations
Develop and manage integrated, transparent business processes and tools that are used in collaboration with customers across all partnerships for planning, tracking and executing partnership activities in order to ensure the successful execution of partnerships in the short and long term."
Pharma industry knowledge across the value chain, real world research, and regulations
Current knowledge and expertise in the area of US payors and large providers, healthcare reform, HIT, Value based reimbursement and other emerging trends facing the healthcare industry
Strong strategic thinking and communications skills
Team player with strong influencing skills and demonstrated ability to achieve results in a highly matrixed organization
Ability to lead a team, grow talent and manage performance
Negotiation skills; including contract negotiation
Ability to define and manage departmental processes
Ability to provide quality control and guidance on projects. Ability to oversee multiple projects running simultaneously
Excellent Judgment -- regarding the "how", "what", and "when" of addressing cross-functional partners and key stakeholders with sensitive issues
Conflict management skills
Facilitation skills
Excellent problem solving abilities
Value diversity and inclusion/cultural awareness
I-MF1
LI-MF1

Associate Director, Customer Resume Examples & Samples

This position ensures that pricing decisions and contract strategies incorporate the perspectives and impact that our customer’s business and financial POV (e.g. actuarial, budget-orientation, business strategies) may have on access for our products. This key perspective will help frame key customer strategies and choice. In addition, ensures that these points-of-view are understood by account-facing teams and are incorporated into contract assessment and negotiations
Develops decision support (analytics, tools, reports) that provide consistent inputs into these processes
Manages Merck’s relationship with outside actuarial and consulting services that improve and maintain ties to trends in these areas for major customer segments
Manages two Sr Specialists that provide data and analytic support for new reality pricing activities in the areas of Customer POV, Consumer Affordability, Progressive Contracting, and New Product Pricing scenario planning
Informs and educates internal stakeholders on trends in Customer business strategies and how customers view our products in the context of their business models
Monitors the US Healthcare environment to understand how our pricing decisions may impact future affordability, access and utilization of our products
Minimum of 5 years of experience in one or more of the following areas: Finance, Marketing, Market Analytics, Actuarial Science, Population Health Economics, Global Market Access, Managed Markets, Healthcare Economics/Finance, Contract Management, Pricing, or related functions
Strong, demonstrated verbal and written communication skills
Experience with pricing, contracting and reimbursement in US, including knowledge of rules and regulations, contract management and execution, contract performance evaluation
Understanding of key US customers (payer, channel, provider), especially the financial considerations and business models that drug assessment and coverage decisions. Well-versed in underlying trends in healthcare reimbursement, payment, and coverage in the US
Strong project management and demonstrated experience and ability to manage cross functional teams effectively as well as ability to manage external experts (consultants, actuaries)
Demonstrated capability to think strategically
Strong analytic background, with experience helping to frame and support important business decisions
15% Travel

Director, Customer Onboarding Resume Examples & Samples

Define the vision of the onboarding process that encompasses team mission and structure
Create and optimize internal onboarding processes to ensure world-class customer success and delight
Identify which areas in the onboarding process need optimization and correction by interacting frequently with external and internal partners and customers
Strategically plan/execute campaigns to maximize customer satisfaction and strive for a 100% customer satisfaction level
Establish and execute improved process and management methods to generate higher ROI and workflow optimization
Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution and risk mitigation
Establish and maintain cross-organizational relationships that align with company goals. Make recommendations to the Product Development Department to reduce customer issues and to assist the Quality Control Department in ensuring that the products we deliver are of the highest quality
Manage the teams to excellence with good metrics and solid management oversight
Conduct data analysis of Customer Support databases and communicate findings to management team
Lead the organization to provide the highest quality support available in the industry, and personally embrace the motto “Customer Delight is the Foundation to Our Success.”
Manage budgeting and budget execution, with a focus on profitability
Insure that customers who are onboarded enjoy limited reactive support cases in their first twelve (12) months with the company
Insure that customers who are onboarding are aware of other company offerings that could help them achieve their personal and corporate goals
Three (3) years or more in a customer support management role
Demonstrated success in creating and optimizing business processes
Excellent organizational and analytical skills with strong blend of business and technical abilities
Demonstrated management success and performance assessment and team building experience
Ability to lead, influence and motivate both teams and individuals towards the company’s objectives and toward the delivery of clear customer value
Exceptional team management skills and customer facing skills
Strong analytical and problem-solving abilities
Change agent experience in service and support for a similarly situated company
PMP certification is a plus

Assoc Director, Customer Data Management Resume Examples & Samples

Responsible for the business processes and practices surrounding the definition of customer and the embodiment and ongoing management of those definitions in our systems. Their goal is to ensure optimal data quality as this is foundational to key business processes such as, but not limited to, opportunity management, lead and contact management, upsell/cross-sell, and customer support
Candidate will be responsible for refining the current data stewardship model on a global scale and ensuring organizational execution. Working closely with the Enterprise Architecture organization, they will have responsibility to define a governance model (including taking an active leadership role in the governance), and to ensure system processes and appropriate controls are in place for data changes, They must have a good understanding of master data management practices, tools, and data structures
Understand customer hierarchy and relationships in a healthcare / life sciences industry. Must understand the value and usage of 3rd party data services for data augmentation and defining the addressable market
Identify creative solution to complex data issues. Working closely and in collaboration with the sales, marketing, customer service, IT and other business teams, candidate must have the ability to develop and direct strategies, standardize and operationalize key processes and metrics and define tools needed to support the overall process
In addition, the candidate will be responsible for defining consistent and standard reporting and analytics to track and measure alignment and progress to overall goals

Director of Customer Promise Resume Examples & Samples

Establish a vision & strategy for Amazon Delivery Promise
Create innovative solutions to drive customer value
Work closely with Operations Leaders, Software Development Leaders and Finance partners to provide solutions
Mine and analyze data for metrics and decision support
Drive results by exercising judgment using available information
Create and monitor metrics to understand the impact of global supply chain and transportation performance on customer promises
Develop and apply sophisticated quantitative analysis to produce actionable insights
Evolve Amazon’s understanding of customer behavior by developing new metrics and around market demand as it relates to physical delivery
Establish vision and manage feature backlogs for functional areas
Exercise judgment in prioritizing between competing initiatives
Provide clear direction and relevant communication to data science, engineering, and senior leader stakeholders regarding business performance and project status
BS in Computer Science with at least 10 years of industry experience
At least 10 years of experience managing enterprise software engineering teams
Successful experience simplifying complex, interactive customer experiences
Technically credible to lead a team of world class software engineers and development managers and be able to deliver the right product with a scalable engineering design
A passion for people management and mentorship; hiring and developing great people
Ability to think creatively, deal with ambiguity, and manage changing priorities
Ability to drive initiatives to completion in a fast-paced, dynamic environment
Strong analytical and reporting skills
MBA or related advanced degree
Strong organizational and communication skills
Experience with analytics and handling large data sets
Experience with large distributed systems
Has passion and convictions and the innate ability to inspire passion in others
Thinks strategically, but stays on top of tactical execution
Exhibits excellent judgment
Hires great people, develops great leaders
Has relentlessly high standards
Expects and requires innovation of her/his team
Thinks big and has convictions
Has the innate ability to inspire passion in others

Senior Director, Customer Business Value Resume Examples & Samples

Work with key executives and stakeholders to define the robust methodology for Customer Business Value assessments; the methodology must be centered in quantitative analysis that connects Salesforce value to financial outcomes for customers
Extract data and input from customer-facing resources to ground their analysis and recommendations in real-world experiences
Liaise with external expertise to better understand trends inside and outside our industry to build a truly world class approach to Customer Business Value
Recommend and execute on an approach that makes Customer Business Value part of every interaction in our organization, from pre-sales to renewals
Integrate the Customer Business Value methodology with our existing programs around high value customers ("High Touch" customers)
Assess and recommend options to extend Customer Business Value methodology to our Scale customer segment
Take personal ownership of the deployment success of the methodology, from system definition to field enablement
Define and report on the success criteria related to the Customer Business Value program
Field ad hoc content and support requests from teams
Gather feedback on a regular basis to constantly improve the program
15+ years experience in the High Tech, Consulting, or Finance industries
Experience translating operational improvements into financial results
Bachelor's degree; business and science majors preferred
Team player with strong intrapersonal skills
Ability to thrive in a fast-paced, unpredictable environment
Creative and strategic thinker
Adept at project management and cross-functional collaboration

Senior Director Customer Acct Executive Resume Examples & Samples

Collaborates across all departments to develop and refine products and drive customer experience initiatives. Manages and coordinates multiple, cross-functional projects simultaneously
Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports
Communicates and works with the call center to communicate all efforts relating to products and customer relationship management
Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management
Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded
Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team
Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge. Deploys and maintains the required systems management team

Customer Director Resume Examples & Samples

Utilize input from external thought leaders to help build market leadership, advocacy and commercial strategies, through appropriate tactics (advisory boards, expert consultants, and 1:1 engagements)
Escalate market challenges/barriers to leadership to consider appropriate ways to address these between medical affairs and commercial
Develop a franchise strategic plan to maximize commercial presence at national and local scientific meetings with a common purpose and strategy
Member of the Infectious Disease Franchise Leadership Team
Member of the Biologics Leadership Team
Manage partner agency relationships, workflow and related expense budgets as needed
Be compliant with all external regulations and internal policies --and also ensure broader AZ team is compliant and enforce compliance (i.e., Code of Conduct, US Policy Handbook, and other AZ Policies, Standards and SOPs). *Lead cross functionally and work with appropriate Leaders/Managers who will execute customer engagement, promotional medical education, and congress plans
Be a direct brand team link into key account teams to ensure all resources are available to the teams
5+ years Brand Management experience

Senior Director, Voice of the Customer Resume Examples & Samples

Intensifying customer focus by improving customer experiences enterprise- wide and ensuring consistency across all channels of customer interactions
Own /Lead customer journey maps and continually identify pain points and moments of truth
Influence and align cross functional stakeholders to develop an actionable plan for addressing Voice of the Customer gaps
Define what our customers' value and understand their evolving needs
Establish metrics and assemble customer feedback from multiple sources, including survey data, market research, community events and call center feedback to understand the customer experience and drive improvement
Assist functional leaders with delivering united communication and focus on experience outcomes
Bachelor is required (MBA is strongly preferred)
Experience in developing and delivering customer experience strategies and programs in an organization recognized for its success in customer excellence
Established and operated leading edge customer insights - big data, data integrity, forecasting, trend analysis, competitive positioning and profiling
Experience with Net Promoter methodology and system implementation and maturation cycles
Strong leader/collaborator - able to partner and influence the business globally to deploy cultural strategies and implement the plan. Will work across every segment of the organization to connect and align all touch points to ensure the service experience is consistent across every aspect of the organization
Ability to drive accountability throughout the organization by leveraging metrics - financial, operational and customer data

Director, Credit & Customer Accounting Resume Examples & Samples

Formulates credit and customer accounting policies for Jeanswear North America. Provides counseling to customers experiencing financial difficulty and presents recommendations and action plans designed to remedy those conditions. Manages portfolio of receivables
Establishes a strategic plan designed to maximize collection performance. Provides credit staff with tools and techniques designed to foster efficiency and productivity in the collections effort, including a full understanding of collection law and negotiating skills
Establishes a tactical plan to efficiently process customer checks and invoices . Provides customer accounting staff with the required training and skills, fostering efficiency and productivity. Uses technologies, such as electronic remittance, imaging and electronic bill presentment
Ensures legal compliance to all credit sales and collection issues. Manages customer master, cash application, deduction resolution and process improvement initiatives. Interprets key aspects of the commercial, business and bankruptcy laws and seeks legal counsel when necessary. Represents VFJ at meetings and bankruptcy proceedings and influences and negotiates plans of arrangement when appropriate
Establishes a tactical plan to efficiently process changes to customer database each month. Responsible for Sarbanes Oxley Compliance - develop and maintain Credit and A/R control activities, process flows and process testing
Identifies the issues causing deductions and applies fundamental strategies to improve business processes targeted to reduce deductions. Works with customers identifying root problems causing deductions, develops cross functional teams to design solutions for internal problems. Develops and focuses on relevant performance metrics to actively manage deductions
Promotes proficiency in the management of Jeanswear accounts receivable and assists career development within Jeanswear Credit and Customer Accounting. Uses National Association of Credit Management certification programs and seminars, Jeanswear PC and software training, and training sessions within Credit and Customer Accounting
Strong communication skills (oral, written, presentation)
Solid understanding of financial statement analysis
Solid understanding of bankruptcy law
Ability to develop creative solutions to complex business problems
Ability to work effectively with all levels within organization
Ability to work with the "Supply Chain" side of the business - to reduce customer deduction
Ability to work with the "Sales Chain" side to profitably grow the business

Associate Director of Data Analysis & Customer Systems Resume Examples & Samples

Demonstrated leadership skills and ability to influence and motivate constituencies which could span multiple organizational boundaries
Demonstrated excellent planning, organizational and analytical skills
Demonstrated ability to make sound business decisions using good business judgment and innovative and creative problem-solving
Demonstrated ability to manage financial, organizational and staff resources
Excellent interpersonal and communications skills with the ability to cultivate professional and business partnerships
Relevant subject matter expertise

Director Regional Customer Engagements Resume Examples & Samples

Be the primary owner of a set of named customers where you drive their ultimate success maximize the value they get from their engagement journey regarding oil and gas Predix-enable APM solutions from the prototyping, proof of concept, pilot and production phases
Work with the Senior Director Customer Solutions to build out the financial and quantitative products that can be delivered to a client throughout their engagement roadmap, and that illustrate the value delivered by GE at each stage
Have highly engaged team reporting to you focused on specific areas of the oil and gas value chain that work toward client quantitative and financial value solutions
Build value-based relationships with CFO and COO teams within customer organizations ensuring that they remain satisfied as GE customers
Draft and report on customer success plans for all engagement activities and illustrate the path to success through scorecards
Bachelor’s Degree from a four-year college, MBA is a plus. MFin/MData Science is a plus
10+ years of professional experience in customer-centric engagement or consultative roles, such as management consulting, financial engineering, or business development
A true passion for customers and Customer Success with the ability to build and sustain strong relationships with clients, including a quick and keen ability to understand the stakeholder landscape within customer environments and identify heat maps for all customer engagements
Black Belt certification is a plus
Chartered Accountant (CA) designation is a plus (or CMA if applying from Canada)
Graduation from GE leadership programs is a plus
Ideally,

Senior Director, Customer Enablement Resume Examples & Samples

Lead the Customer Success Operations team to provide Publishers best practices on PubMatic’s Platform
Provide organization and leadership to a team of Solutions Engineers. The solutions engineers perform technical integrations and provide sales support
Maintain and improve advertising quality through our platform via Brand Control initiatives
Own technical escalation process with Engineering
Act as a Publisher escalation path for operational and technical activities
Provide technical and business strategy information to internal teams
Track and provide business KPI’s to the GTM team. Leverage Salesforce and develop reports necessary to track and report on the success of new and existing projects
Develop relationships between product and Customer Success Managers to align client needs with existing product and future roadmap. Identify and implement needs for areas of future growth
10+ years of experience managing an Operations team at a Digital Solutions Provider
Multi-channel experience including SSP, Ad Serving, API Integrations, SaaS, and Finance
An understanding of digital advertising ecosystem
Ability to build strong relationships between Sales and Product
Ability to handle multiple tasks simultaneously and prioritize accordingly
Experience working in fast-paced, high growth organizations
Bachelors Degree or equivalent, MS or MBA is a plus

Director, Global Customer Experiences Resume Examples & Samples

Work closely with the Special Events and Retail teams on the development, implementation and analysis of pre, during and post strategy to ensure each event opportunity is maximized for client and business development
Curate and develop immersive personalized brand experiences for VIP clients
Manage, develop and implement top client seasonal gifting programs
Develop partnerships with travel, hotel, concierge services to offer key services to drive acquisition and cultivation of VIP clients
Create tourist development programs to engage and cultivate key tourist groups during peak seasonal shopping periods
Work with the Customer Insights (CIEM) team to develop key insights into the interests and preferences of VIP clients
Work with Global and Regional Retail and Merchandising teams to manage the customer experience and end-to-end implementation of special orders such as MTO, MTM, and custom pieces
Retail
Merchandising
Special Events
Public Relations
Entertainment Relations
Ralph Lauren Restaurants and Cafes
Ralph Lauren Home
Develop insights and strategies to measure, analyze and drive top client customer acquisition, retention and reactivation
Analyze performance and impact of marketing initiatives on client development and customer behavior
Conduct customer experience analysis, including, customer segmentation analysis, marketing analytics etc
Utilize customer insights to make recommendations to further drive customer loyalty to the brand and improve the Ralph Lauren customer experience
Develop loyalty-marketing initiatives to further drive brand engagement

Director, Customer Response Unit Resume Examples & Samples

Create a high performing culture / team across multiple locations by setting clear direction, goals, providing daily coaching & feedback, developing people and leaders and inspiring the engagement of employees to providing exceptional customer service. Be a visible leader across all locations where team members are located
Focus on building talent and people capability at all levels
Effectively execute and manage resources against business goals to ensure that commitments and performance metrics are achieved
Collaborate with leaders’ cross-functional to identify opportunities to streamline the end-to-end process and enhance the customer experience
Maintains oversight of multiple Customer Response Unit (CRU) Offshore BPO’s in meeting and maintaining required KPIs, delivering on process improvements and project initiatives as well as facilitating healthy business partnerships
Proactively communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business
Analyze performance trends within CRU Member and provide recommendations / direction to driving improvements to driving business efficiencies
Leads and leverages Operational Excellence model to deliver ongoing continuous improvement and operational efficiencies to better meet our customers evolving needs
Works collaboratively with other business partners within Customer Service Delivery, and partners effectively with the Product Development area, Underwriting and Sales organization
Oversees and bring leadership to deliver on financial commitments
Bachelor Degree in business, operations or related field required
MBA or Advance Degree desirable
7-10 years of progressive leadership to include call centers
Demonstrated experience in managing off-shore operations relationships
Influential communication skills in highly cross-functional role
Collaborative leadership and client relationship management desired
Ability to bring forward IT/Technical solutions with sound analytical, decision making, problem solving and negotiation skills
Proven ability to manage both day to day execution and long term projects to achieves results of business goals, projects, and special assignments

Director, Customer Evangelism Resume Examples & Samples

Brief and prepare Salesforce executives in their customer events
Create and present to executives the vision and solutions appropriate for specific customers
Experience marketing industry solutions
Experience in developing innovative, compelling, and differentiated market positioning and presentations
Strong presentation and creative skills
Experience in coaching sales teams in creating custom sales presentations
7-10 years of experience in product or corporate marketing. MBA a plus
Self-motivated individual capable of working in a fast-paced, start-up environment

Director, Customer Data Management Resume Examples & Samples

10+ years of proven success leading a team
10+ years' experience in database development, data management, data governance and analytics
Previous Master Data Management (MDM) experience a plus
Proven track record of driving and supporting data transformation strategy through back end system replacements
Experience working with a variety of data and system providers, with large structured and unstructured data sets and in applying advanced data analytics
Experience in using key analysis tools like Business Objects, Trillium, and use of BI Tools from Qlikview, Tableau and Wave
CRM, preferably SFDC
Demonstrated track record of consistently meeting and/or exceeding performance expectations
Proactive, creative and self-starting nature
Enthusiasm, positive attitude, and a drive to succeed are critical

Director Customer Excellence Resume Examples & Samples

Be a strategic partner of the Affiliate Management Team members and proactively strive to improve the effectiveness of the organization
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 (i.e. SFE, CRM, No Limits, etc.) to continuously improve performance
Review and critically evaluate Brand Planning process in order to improve business impact of brand strategy and tactics; plan and coordinate timelines/date commitments for LRP, No numbers long range plan/NNLRP, S&OP, etc
As member of the Affiliate Management Team: role model the AbbVie culture and Ways We Work behavior
Lead Future Fit implementation in order to achieve excellence (evolution of function competencies and effective matrix working across the organization)
Bachelor’s degree (minimum) or equivalent
Strong potential to progress career into senior/executive commercial roles
Relevant experience with proven track record of success in senior sales, customer and/or business excellence/SFE and project management roles
High customer orientation
Ability to clearly communicate strategy into implementation tactics
Ability to analyze data to leverage market insight from internal and external sources into powerful insights
Proven track record of successful leadership, management and coaching of teams and individuals, and in having developed talent and performance managed low performers
Solid knowledge of the broader healthcare environment and knowledge of commercial aspects
Solid knowledge on finance principles, CRM, and Sales Force Excellence tools and systems
Management skills: an enthusiastic leader with a drive for strategy and implementation
Communication skills: an active listener, engaging communicator who effectively writes, presents and communicates information to internal and external clients, including divisional management
Excellent verbal and written communication skills including strong presentation skills (fluent English and Dutch)
Excellent networking skills: stakeholders relationship, tact and diplomacy
Basic familiarity with principles of financial management
Well capable of working in a matrix environment
Preferably: experience in ETMS tools; proven track record of having achieved extraordinary business results and having successfully managed significant change

Director Customer Protection Resume Examples & Samples

Your passion for customer security and its potential as a product differentiator
Demonstrated success leading cross functional, matrixed teams
You bring Strategic thinking – ability to look at needs and solutions end-to-end
Strong leadership skills – ability to influence and champion ideas across management levels and across diverse groups
Your ability to work independently
Excellent collaboration and communication skills
You bring a positive mindset with the ability to create a positive, collaborative work climate

Customer Insight Director Resume Examples & Samples

Proven application of high quality commercial analysis and ability to provide insightful commercial and market insight analysis
Thorough conceptual understanding of the drug development and commercialization process
Experienced in a global matrix environment, across a range of functions, seniority, and geographical locations
Ability to lead the delivery of projects from end to end and take ownership and accountability for the deliverables
Experience in working with individuals in countries, working with them to obtain appropriate country-level information and insight
Develop robust, evidence-based global market evolution and product positioning to support pipeline assets as well as any business development opportunities, identify sensitivities in the forecast and communicate these and any risks appropriately to senior management, providing broad context and foresight
Contribute to initiatives to improve the quality of market / brand understanding and forecasting through analogue and benchmarking exercises based on secondary data and competitor intelligence
Define appropriate global asset performance measures pre- launch and ensure dashboards are ready to implement from first launch to identify best practices, areas for improvement and to support launch optimisation
Contribute to the formulation of product strategy, in conjunction with Oncology teams to ensure that maximum return is obtained from the development and commercialisation of products
Define, structure, plan and commission any market research that may be required to answer questions not already addressed through internal knowledge and experience and/or secondary data sources, ensure all market insight activities are conducted in an ethical way and according to relevant Codes of Conduct
Ensure on delivery of market research that high quality insights are derived and integrated into wider asset understanding and strategy, engage with Head of Market Insight as appropriate
Lead input for numerous internal asset planning and development processes, e.g. Medicines Vision, Launch Excellence, by contributing evidence based situational analyses, forecasts, defining appropriate pre- and post launch KPIs
Develop and champion best-practice models as member of Commercial Analytics Platform
Contribute to the training and development of the Knowledge Centre to ensure it is optimised to deliver maximum value and on-time delivery

Director Of Customer Experience Operations Resume Examples & Samples

Provides oversight and direction to Customer Care, New Member Connections, Concierge Services and the Client Services Unit, ensuring operations are run in a customer-centric, cost-effective way. Leads and manages staff to ensure execution of roles, responsibilities and processes to include interviewing, selecting, training, motivating, evaluating, counseling, disciplining and terminating in compliance with EEO/AA goals and personnel policies of the organization
Plans and executes department based budgeting and identifies priorities; accountable for achieving customer experience, affordability, quality and performance outcomes, while meeting all regulatory and compliance requirements for the operation
Holds Customer Experience leaders accountable for achieving operational targets and standards (i.e., member retention, win-back, overall satisfaction, net promoter score, encounter satisfaction, etc.)
Serves as the Voice of Customer Experience Operations in executive and Program Office settings, as well as throughout the Colorado region
Partners closely with the Director of Customer Experience Strategy and Innovation. Ensures continuous improvement and evolution of customer experience approach, based on research and key customer insights
Partners closely with Medical Group, Local 105 and Local 7 leaders, Clinical Operations, HPSA, Sales and PO Shared Services to ensure alignment, achievement of employer, provider, and broker imperatives, efficient hand-offs and work flows, and solid, productive, sustainable relationships and collaboration
Minimum eight (8) years of experience leading a major operation
Minimum five (5) years of experience facilitating results through managers and supervisors
Experience achieving key business outcomes through a focus on quality and efficiency
Experience building capacity, staffing models and with forecasting
Experience with starting up and sustaining an operation
Experience managing relationships with labor strongly preferred
Master's degree in health care administration or business administration with operations or finance preferred

European Customer Director Resume Examples & Samples

Degree in business or other related area
Min 10 years with sales experience incl. handling of international accounts & sales teams
Ideally the incumbent has been a Sales Director in one of our Blue Print market in Europe , used to manage “difficult” customers
Proven track record of influencing senior stakeholders and sales directors
Proven track record of systematic collaboration with strategic customers with mutually beneficial outcome
Experience in line-Management
Additional experience in Marketing, Sales or Category Management is a plus
Proven track record of managing a diverse set of internal and external stakeholders and ability to communicate at all levels of our organization in particular Sales
Ability to simultaneously manage several negotiations and stakeholders
Collaborate effectively across markets
Selling skills
Negotiations
Financial management
Collaboration
English mastery is a must / German and French would be helpful

Senior Director LoB HCM GB Customer Lifecycle Management Resume Examples & Samples

Experiences in field or strongly field-related roles (sales, marketing, presales, solution management) in IT industry, preferably in HR and HR cloud
Experiences in Customer Lifecycle Management for cloud solutions
Experiences in cross-organizational project management
Experience of working in a multi-country / multi-cultural environment is an advantage
Experience in a multi-route to market environment is an advantage
Several years of business experience within SAP is an asset
10+ years of experience in IT business preferably cloud
Strategic Thinking- Focus the teams activities to align with SAP’s strategic direction
Ability to effectively define, plan, schedule and control projects. Ability to prioritize in a complex, multi-tasking environment. Results driven personality able to maintain strategic business focus
Decision making-Demonstrates accountability and commitment by making sound decisions
Team Collaboration- Builds an engaged productive team, sharing knowledge and collaborating internally across roles, departments and locations as well as externally with partners and customers
Motivation-Energizes and inspires people through empowerment, recognition and passion
Strong team player who can work collaboratively with others to achieve organizational goals, while driving results in a dynamic organization. Demonstrate ability to thrive and lead in an environment where you do not directly control all of the success factors
Strong oral and written communication and presentation skills

Director, Customer Excellence Resume Examples & Samples

Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals
Assist all Team Leaders, SOD’s on the fly with escalated cases
Proactively coach on upcoming system, process or website changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers
Implement and monitor standardized peer coaching methodologies
Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report
Review performance reports for and with agents and teams. Complete monthly and annual performance reviews for team members
Help drive innovation in refining and improving performance standards and processes
Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge
Support and develop strong customer service and communication skills through teaching active listening and customer orientation
Utilize personal knowledge in travel industry for innovative management techniques through peer sharing and self-study
Look for opportunities to increase efficiencies in productivity, seat among all sales reps and teams
Provide subject matter expertise for training, curriculum development and performance improvement initiatives
Manages day-to-day processes and other duties assigned

Global Customer Director Resume Examples & Samples

Single face to Fiat Chrysler Automotive for Delphi Powertrain
Commercial leadership for Terms and Conditions
Customer profitability and cash management
Owns revenue and bookings for all Powertrain with Fiat Chrysler
Leads global strategic account teams (2 direct reports, 1-2 indirect)
Strategic revenue plan. Market and volume data
Drive Customer Intimacy - establish relationships with Engineering, Purchasing, and other key Management at FCA
Delphi Powertrain Management updates and customer overviews
Ability to travel globally 10%
Bachelor's Degree, preferably in a technical or business field
5-10 years of experience in achieving strategic plan annual revenue goals within the OE Automotive supply industry
5 years of experience achieving strategic plan booking targets
3 years of experience leading the price management process and achieve net positive pricing
3 years of experience managing direct reports in a sales role
Functioning globally - global experience/exposure is strongly preferred
Established relationships with FCA Engineering and Purchasing Management is strongly preferred
Powertrain product experience (Sales, Engineering, Manufacturing, Purchasing)

Customer Insight Director Resume Examples & Samples

Significant experience in healthcare, pharmaceutical (vaccines, medical or marketing background), management consultancy or financial institution
Experience in leading a network, facilitating interactions between members and coaching individuals
MBA Finance or marketing
Proven application of high quality strategic analysis and ability to develop global strategic / commercial recommendations
Thorough conceptual understanding of the vaccines development and commercialization process
Credible in a global matrix environment, across a range of functions, seniority, and geographical locations
Ability to lead the delivery of multiple task / assignments to demanding deadlines with minimal direction / leadership
Ability to manage a team of direct reports
Lead a team of experts in Commercial Analysis, Market research and Forecasting
Provide insightful and objective analysis of commercial opportunities, including analysis of market drivers, competitive environment and treatment trends in order to provide an appropriate context for investment and strategy decisions
Develop high quality forecasts, fully supported with robust assumptions and context, providing senior management insight into the key areas of uncertainty and their potential impact on the forecast
Develop and maintain consistent key performance indicators to support the vaccines franchise management with timely, transparent and consistent information on internal and in-market GSK performance
Contribute to the formulation of product strategy, in conjunction with franchise teams to ensure that maximum return is obtained from the development and commercialisation of products including product allocation strategy
Contribute to the development and implementation of a coherent market research strategy across the franchise, and ensure high-impact analysis of MR results in conjunction with other sources of information
Drive initiatives to improve the quality of market / brand understanding and forecasting through analogue and benchmarking exercises based on secondary data and competitor intelligence

Director Customer Data Management Resume Examples & Samples

Manage customer master data management (CMDM) strategy aligning to key strategic initiatives (TEP, OneCRM)
Communicate and influence key stakeholders and senior leadership to ensure buy-in for CMDM
Own the end-to-end governance of CMDM at Pearson globally
Partner and align with central technical MDM team on customer master data architecture needs
Align with all business units who use customer master data to understand customer data attributes, reference data and metadata
Lead initiative to identify, document and implement processes for creating, maintaining and reporting customer master data
Ensure adherence to the data governance policy

Senior Director, Customer Resume Examples & Samples

Sets strategic direction and creates plans for a division or area that crosses IT disciplines and participates in driving strategy for entire organization
Leads teams of IT professionals under a division or area [Engineering and Program Management]
Drives organizational structures and talent management plans to meet needs of organization

Global Customer Director Resume Examples & Samples

Principal Accountabilities
Sound logistics understanding
Excellent analytical & problem solving skills, written and oral communication skills
Effective presentation & facilitation skills
Excellent business German and English, written and oral
Structured work approach
International exposure and cultural sensitivity
Ability to engage & lead discussions at board level with senior management
Ability to work independently and within a team to deliver results
Ability to lead and influence without formal authority
Ability to adapt and perform under changing and uncertain conditions
Ability to manage virtual, global teams (Networking; persuasive)
Relevant defined as any Logistics Industry, Service Industry, Sector or Customer experience: 10 – 12 years
Combined commercial & commercial management experience: 7 – 10 years
Consultative Selling experience working at Board level on international level: 5 years
Operational, solution design, performance management, project management experience: 5 years
Logistics/ Supply Chain educated

Customer Excellence Director Resume Examples & Samples

Develop and integrate strategies across Commercial Operations to review/improve business and strategic planning processes in order to improve general business performance
Lead key cross functional projects and liaise cross-functionally in order to identify opportunities and projects that deliver increased efficiency, product sales, productivity and/or value to customers
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 to continuously improve performance
Drive primary/secondary market research efforts in order to support Commercial Operations teams to achieve higher marketing and sales impact
Review and critically evaluate Brand Planning process in order to improve business impact of brand strategy and tactics
Lead Future Fit implementation in order to achieve excellence

Director Customer Team Resume Examples & Samples

Minimum 5 years experience in working in the technical arena in telecommunications, public safety, or related field required
Minimum 2 years supervisory experience required
Minimum 2 years customer account management preferred

Director of Customer Excellence & Key Account Management Resume Examples & Samples

Bachelor and above
10+ years of industry experience in an international healthcare business
People leadership experience with a solid background in sales combined with commercial background (marketing, key account management and financial skills, etc.)
Proficient in verbal and written communication. Fluency in English both written and spoken
Working knowledge, especially who is good at Office such as Word, Excel and PowerPoint

Director of Technology, Customer Experience Resume Examples & Samples

Drive the team towards on-time delivery of project work, and maintain the quality and uptime of our user interface and mobile applications
Guide the team and establish metrics and processes to ensure development for scale
Be willing to get hands-on to question and guide the overall design and architecture of our UI
Identify new technologies and techniques that can improve our overall codebase
Hire great people, mentor a strong team, establish great relationships, and build a strong culture
Communicate effectively up and down the organization including to the company leadership team

Senior Director, Digital Customer Engagements Resume Examples & Samples

That each of our internal teams is directly informed by the voice of our clients and is accountable for continuously gathering and responding to market input,
That we succeed both in understanding the common themes that we hear from customers, as well as in distinguishing areas of uniqueness and differentiation by region, industry vertical or customer segment,
That we are coordinated and focused in the ways that we respond to this critically important input and that our internal business processes are designed to deliver customer and consumer success,
That we deliver solution roadmaps that anticipate the needs of the market, that can be easily translated by our sales force, that reflect our delivery and innovation capabilities, and which are made transparent to our customers through increasingly digital and social means,
That the customer continues to be squarely at the center of our strategic plan, our product roadmaps, our business operations, and our customer care processes,
That each of us understands precisely how we contribute to improving customer and consumer experience, daily
At least 10 years of leadership experience in a digital, mobile or e-commerce business, with diverse and increasing levels of experience
Demonstrated experience leading teams, especially sales and customer-facing consulting teams, is desirable; this role will not have direct reports initially, but as the business scales, there may be an opportunity to manage teams
Broad experience across a variety of business functions (e.g., consultative sales, communications, product management, client care & support, customer communications, training); demonstrated ability to advocate on behalf of the customer to constituents across those areas
A proven track record of delivering and supporting consumer-facing digital/mobile solutions
Planning, delivering and communicating complex technology solution roadmaps, internally and externally, and managing customer expectations throughout the software development and delivery life cycle
Designing and maintaining tools and methods to capture, assess and rapidly respond to the voice of the customer/consumer; experience building customer-focused social communities is a plus
Presenting and leading collaborative planning sessions involving multiple layers of management and varying functional expertise
Experience working within and developing an innovation culture within a larger organization would be an advantage

Director, Nrs-customer Resume Examples & Samples

Acts as primary Coca-Cola customer contact at the headquarter-level for collaboration and influence with Stater Bros. to grow DSD beverage categories and Powerade as a Warehouse brand
Interfaces with Stater Bros. with a general management approach, bringing strategic value opportunities to the customer that span the capabilities of The Coca-Cola Company (inclusive of Commercial Leadership, Supply Chain, Field Execution, etc.)
Leads annual plan achievement through building and executing strategies with Stater Bros. that are aligned with the customer and with Coca-Cola’s Commercial Strategy. Leads Field Leadership to ensure effective execution of Stater Bros. strategies
Acts as a quarterback for a cross functional team (8) to deliver overall goals and objectives
Acts as internal National Retail Sales customer expert on DSD sales and Powerade Warehouse sales for Stater Bros. and bottler system-wide communication. Provides input based on customer strategies/insights to inform future Commercial Strategy for year over year growth
3-5 years progressive customer management and sales leadership experience
1-3 year cross-functional experience outside of Sales (e.g., Commercial Leadership, Product Supply, Region Sales)
3+ years cross-functional experience outside of Sales (e.g., Commercial Leadership, Product Supply, Region Sales)

Executive Director Business & Customer Enablement Resume Examples & Samples

Bachelors Degree and 12 years in Information Technology / Security
8 years in management
Understanding of business and IT priorities (e.g., vision), trends (e.g., industry knowledge) and markets (e.g., existing/ planned)
Understanding of current and emerging IT risks
Understanding of business operations including products and services
Problem solving / analytical skills, tools and techniques
Experience with compliance requirements (ex. HIPAA)
Experience interacting with business leadership teams and advising them on compliance risks and issues
Written and verbal communication skills, including the ability to present ideas and concepts effectively to management
Technical understanding of client/server technologies, virtualization, application management, security principles, data storage and data center
System and technology integration
IT security standards, procedures, policies (e.g., Hippa)
Portfolio-specific applications and technologies
Ability to navigate organizational politics
Ability to influence / negotiate
Interpersonal skills
Ability to understand and translate strategic vision into business language
Ability to recognize and drive need for change
Conflict management
Teamwork and collaboration
Leadership -- Effectively leads teams & people
Bachelors Degree in Computer Science, MISIL - Chicago, TX - Richardson

Customer Outcome Analytics Director Resume Examples & Samples

Create and maintain research roadmap
Design and program questionnaires for multiple consumer touchpoints
Collaborate with stakeholders to gather requests and requirements and then make informed decisions about what should be included in surveys
Responsible for maintenance and insights from our VoC tool
Provide subject matter expertise on the NPS, CES and other CSAT metrics
Lead the data gathering and analysis of information
Identify key issues or drivers in the data to tell a comprehensive story as it relates to broader initiatives
Create and manage key dashboards – tracking and explaining CES, CSAT, NPS and customer experience ratings scores, customer feedback/sentiments, key drivers and other relevant KPIs
Perform correlation analysis (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) as necessary
Familiarity with statistical modeling would be a plus
Provide research and analytical support to the Consumer Insights team on similar projects
Build and maintain customer journey maps based on customer segmentation and vision to value acceleration approaches
Bachelor's Degree in Business, Marketing, Market Research or relevant background
At least 5 years in a corporate market research or VoC role preferably in a B2B industry or subscription based business
Alternatively, at least 5 years in a customer experience or loyalty marketing agency or consulting role
Understanding of quantitative and qualitative market research techniques, and ability to determine optimal research approach to meet given objectives
Experience in measuring/tracking Net Promoter® methodology, customer effort and customer satisfaction, including managing the CES, CSAT and NPS surveys, optimizing response rates, reporting, and analyzing survey results
Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools
Strong analytical background with proven track record for structuring/solving problems, drawing conclusions and formulating recommendations
Ability to plan, organize and prioritize multiple simultaneous assignments real-time, as well as manage to time constraints
4+ years leading a virtual team
General knowledge of a variety of statistical techniques is preferred but not required (e.g. clustering, factor analysis, logistic regression, decision trees, discriminate analysis, etc)

Director, Customer Excellence Resume Examples & Samples

Provides strategic direction in methodologies, processes and SOPs to enable creation and enhancement of deliverables in following areas: Market & Sales Analytics, Periodic sales reports based on KPIs, Ad-hoc sales & market analysis report and Compensation and go to market models
Co-ordinates with the US SFE team to manage delivery of SFE analytics ensuring adherence to time-lines and quality objectives
Takes initiative to drive standardization of reports across markets within SFE teams and work towards its implementation
Works with other teams to leverage the cross-functional synergies
Is proactive in planning; anticipating change and acting in accordance; drive meticulous implementation of team goals and metrics
Provides input into the budget process and ensure on-going detailed cost reporting
Deploy consultative services in the following areas to support strategic direction, with the potential to expand offerings in accordance with demand: Sales Force Sizing and Structure, Territory Alignment, Segmentation and Targeting frameworks and analytics, Call Plan strategies and definition, Incentive design, fairness testing and pay out calculation strategies, Business Decision Support Tools for Sales Leaders, Core Sales, Sales Management and SFE training moules Lead Initiatives to Optimize Customer Experience within Alcon
Responsible for managing cross-functional initiatives and actions to support Customer Excellence vision and organizational goals
Maintain project documentation (project plans, identification, mitigation of risks and issues, etc.)
Facilitate cross-functional team meetings
Help resolve action item challenges by providing guidance, resources, and/or aligning with leaders
Liaise with functions creating the material for talent selection and training
Support PMO efforts
Interpret quantitative and qualitative analyses of data to contribute to problem solving that drives recommendations
Manage portfolio of potential projects and prioritize based on customer impact, implementation timing, and cost
Conduct assessment, design, measurement, and accountability of the company's customer experience

Associate Director, Customer Exp Innovation Resume Examples & Samples

Research on customer experience and innovation best practices, methodologies and tools applied within and beyond multi-media solutions industry
Develop new or enhance current framework and enablers for better adoption of best practices in customer experience and innovation
Align and govern the customer experience and innovation frameworks and adoption across the organization
Develop strategies to deliver the organization’s customer experience and innovation goals
Conduct proof-of-concepts on new approaches for successful roll-out and adoption by the businesses
Develop measurement tools, change and communications programs to continuously improve adoption of best practices throughout the organization to deliver breakthrough experiences and results along the business value chain from suppliers to customers
Identify customer experience innovation opportunities, develop and prioritize initiatives with business leaders and stakeholders that will deliver breakthrough results
Able to reframe innovation opportunities, ground innovation in the business models and infuse innovation with the brand
Degree in Business, Technology, Arts & Social Science with at least 8 years of relevant experience
Abilities to engage at senior management level and yet able to move the working levels
Strong structured analytical skills to grasp big picture to the required details
Effective communication and presentation skills
Good influencing and status reporting skills
Customer experience research
Applied statistics and/or data analytics
Customer behavioral science or design thinking
Service process improvement
Technology deployment (eg mobile app)
Understanding of social media management
Experience in start-up environment would be ideal

Customer Resource Center Director Resume Examples & Samples

Leads and directs CRC managers, supervisors, and support staff in, among other things, hiring, training, mentoring, developing, directing, managing performance, and performing other management-related responsibilities
Identifies improvement opportunities and implements action plans to address those opportunities within the CRC
Provides direct guidance to CRC staff and direct reports to create an environment of customer service excellence
Personally models the way by setting high standards and demonstrating strong customer focus
Works cooperatively with other CRC leaders across the network to ensure service consistency, standard business processes, and strong network performance
Develops CRC strategies and tactical plans in compliance with Company policies and procedures to achieve business goals
Supports and implements performance and service standards and ensures a consistent, high-quality customer experience
Maintains and supports strong, open communications among team members and leadership in the CRC, field operations, and sales department to effectively direct and manage the CRC
Analyzes CRC metrics and activities and develops and communicates summary reports
Analyzes trends in operational metrics, customer experience metrics, sales results, and cost/efficiency metrics to meet and exceed goals and expectations
Works with Area and Business Unit management to address concerns by identifying root causes, resolving issues, and implementing policies and procedures to prevent reoccurrences
Represents the Company in the community at large, as needed
Process Certifications (CQM, Six Sigma, ISO or LEAN Methodologies)
Sales experience, including leading and developing sales teams
Experience developing new organizations and leading teams of varying talent/abilities
Successful change agent experience
Minimum of 7 years of progressively responsible experience managing a customer service center
In-depth experience with telephony systems, reporting systems, and analysis / interpretation of results to drive center performance improvements
Excellent communication, presentation, and interpersonal skills in order to communicate effectively and professionally across various levels of the Company and with external customers
Strong, proven leadership, coaching, mentoring, and teaching skills
Strong and effective presentation skills and the ability to influence others
Strong project management skills including the ability to manage multiple projects within budget, achieve milestones on time, maintain the momentum of the project team, and achieve results with minimal supervision
Ability to think strategically with a broad customer service view of how our business operations impact customer loyalty
Aptitude to understand business implications of decisions and align work with strategic goals
Ability to make decisions and solve problems in alignment with CustomerFirst goals and directives
Ability to establish credibility with numerous constituents and be seen as a thought leader
Ability to multi-task and support multiple projects in a fast paced, high-pressure, constantly changing environment
Strong ethics and the ability to keep information confidential
Proven track record of creative problem solving
Ability to operate confidently in an environment of great latitude, empowerment, and decision-making authority

Senior Director, Customer Data & Analytics Resume Examples & Samples

Establish the CoE operating model : Strategy and roadmap
Lead and Manage a team of individuals to establish a high performing organization with key talents fully engaged to deliver valued data and analytics deliverables
Deliver a portfolio of end-to-end Analytic projects with speed, agility and efficiency
Establish systematic measurement of impact and client satisfaction
Reach high impact and high level of satisfaction among key stakeholders
Engage with Business leaders on a permanent basis to understand their needs and ensure a strong alignment between those needs and the CoE activity
Lead the development of Innovative Analytics platforms, processes, and capabilities in strong partnership with IT to ensure a broader, faster and simple access to insights across Biogen
And other job duties that may be assigned. May be modified at any time as business needs require
LI-SRC6
10+ years of experience post graduate degree required with experience in leading a Business analytic function in healthcare industry

Customer Director Resume Examples & Samples

Effectively manage communications both internally and externally
Responsible for Stakeholder Management
Accountable for delivering social value on the contract (reporting to Social Value Board)
Accountable for delivering Employment and Skills Delivery Plan commitments (reporting to Employment and Skills Steering Group), providing apprenticeships, traineeships and work experience for local communities
Accountable for ensuring the delivery Community Benefits’ Plan (CBP)

Customer Experience Development Director Resume Examples & Samples

Be accountable for the definition of the Wholesale and Ventures Customer Experience Strategy and Transformation plan, covering people, process and systems
Be accountable for overall Customer Experience performance and measurement methodology
Contribute to, influence and take responsibility for the strategic decisions within the business (at all levels of the organisation up to MD, CFO, HRD and CEO)
Bring deep understanding of the external market with links to customer experience industry expertise
Translate customer satisfaction results into opportunities which improve the top and bottom line for the P&L - ~£2.5b
Be accountable for driving Customer Experience insight and initiatives
Manage a team of Customer Experience professionals and empower them to hit their goals
Ensure recognition of high performance, tackle under performance and develop talent

Director Customer Lifecycle Resume Examples & Samples

Establish customer-facing standards for Implementation, customer support and relationship governance
Track record of driving innovation and outcomes in customer- support functions
Intimate understanding of evolving approaches to customer onboarding and support in range of services & industry verticals
Exceptional communication: ability to express simple truths in complex circumstances
Strong internal compass – knows where true north lies when customer success and corporate needs appear to conflict

Director, Customer & Market Intelligence Resume Examples & Samples

Build a customer and market intelligence practice, leveraging internal and partner capabilities
Profile the analytics market, providing insights that support strategic decision-making and for use in internal presentations by senior leadership
Define an “outside-in” view of the market and key account segmentation, leveraging internal and third party data to build that perspective. Create a view of the market which can be discussed and debated with stakeholders throughout the organization
Provide actionable, fact-based intelligence and insight that align with objectives, goals and business decisions
Maintains up-to-date knowledge of data sources, evaluating their credibility and potential utility, and leverages them across the company where appropriate
Develops and maintains relationships with key internal customers to identify emerging needs and business challenges
Maintains an in-depth knowledge of designated markets and trends through reading reports, market research, data manipulation and financial modeling and analysis
Help develop deeper insight into the Teradata customer experience and provide actionable insight to the field, services, and marketing teams to drive ongoing improvement
Select vendors and manage projects outsourced to third-party suppliers of primary and secondary research
Develop and implement processes, procedures and policies to improve data gathering, analysis and intelligence dissemination
Analyze and package quantitative and qualitative information for distribution
Develop mechanisms to deliver consumable information, including comparison grids, competitive profiles/snapshots and dashboards
Manage the primary research function, including customer and employee NPS
Identify potential new revenue streams, based on identification of new market segments and analytical opportunities

Director Global Services Customer Resume Examples & Samples

Project Management & Implementation services
Managed and Advanced Services
Customer Service and Support
HDS academy educational courses
Maximize the sale of all four service functions within the pre-sales cycle
Maintain a seamless transition capability and process from pre-sales cycle to service
Delivery of all projects
As a member of the ANZ management team take a broader management view of the ANZ business and be an advocate for the Company and organizational growth to maximize customer satisfaction, revenue, profit, individual & team contribution potential within a sustainable and compliant manner whilst over achieving given objectives
Engage APAC and corporate resources to maintain consistency with overall company direction and to leverage resources to achieve primary goals
Maintain 100% VSOE capability and compliance requirements in accordance with HDS policy
Ensure delivery plans to achieve quarterly financial and operational services targets and support the achievement of business goals
Manage the creation and execution of common delivery methodology that is codified across the organisation
Manage the creation and utilization of “performance tools” to improve and maintain delivery quality
Minimize liabilities of service engagements by ensuring services are delivered within budget parameters while achieving customer and internal quality standards such as VSOE
Recruit, manage, develop and motivate the service delivery team and the service support team whilst ensuring the right composition of skills exist to meet the present and future business requirements
Ensure sufficient reporting exists to manage customer satisfaction, the delivery business as a whole, providing senior management visibility into the health and utilization of the business, and comply with corporate reporting requirements
Create and sustain partner service delivery capability as both a self-sufficient capability in its own right as well as an extension of HDS delivery organization
Liaise with sales, sales operations and finance teams to maintain tight control of the service delivery pipeline and backlog
A minimum of 10 years’ IT Industry experience, with five years’ minimum specific services or complex solutions experience, including service implementation,
Managed services, customer support and education
A track record of success in building a service delivery organization who deliver in excess of $50M in revenue
A track record in building a successful partner service delivery capability Competencies
Strong commercial and contractual acumen
Highly proficient and knowledgeable on the systems and processes required to achieve consistent service delivery quality and high customer satisfaction across the four main service functions
Excellent skills in leadership and cross functional team collaboration, takes a broader organizational view
Strong management and development of people
Highly proficient in written and spoken business English
Well organized, adaptable and a clear thinker
Broad understanding of storage solutions and associated IT issues
Ethical and honest in all respects

Customer Insight Director Resume Examples & Samples

Bachelor’s degree in Life Sciences, Business or marketing
Minimum 5 years in healthcare, pharmaceutical (medical or marketing background), management consultancy or financial institution
MBA
Oncology experience

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