General Manager – CS&Q Services

Job Description – Service Customer Experience and Quality Leader 

Service Customer Experience and Quality leader ensures that Customer Experience and the highest quality standards are driving services End to End processes and delivery actions all along business cycle.

He/She acts with the following priorities:

·       Be the voice of the customer in every step of the Services Business cycle

·       Drive Complaint Management: Business Risk Escalation, Offer Safety Incidents, Customer Major Issue

·       Lead Continuous improvement transformation

Essential Responsibilities:

·       Represent the voice of customer and drive the customer centricity within the Services

·       Leads CSQ project / initiative for his/her ZONE/Cluster.

·       Interact regularly with customers to better understand their expectations, concerns and

secure implementation of action and close the loop with customer with a measurement his satisfaction

·       Influence the decision process of his/her entity to always take into account the voice of the customers

·       Care for VIP as Global Strategic Account located in their Zone

·       Run CS&Q related processes (Issue to Prevention, Customer Satisfaction & Loyalty Development)

·       Alert the management on issues. Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, FSB etc.)

·       Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy

·       Challenge the involved entities to improve customer satisfaction and achieve quality goals

·       Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement

·       Consolidate all Non-Quality Costs and drive improvement actions

·       Network continuously with Global CS&Q team to ensure Zone needs are understood and considered

Main interactions:

Service VP, Sales, Customers, Back Office Coordinators, Service Representative & Sub Contractors, Country Quality Team, H&S, Global Services, Global CSQ Teams

·     Leadership skills to maintain a diverse team engaged and focused on the project objectives

·     Ability to execute on challenging time constraints, prioritize, and manage indirect resources in a matrix organization

·     Ability to get things done through influence, breaking resistance to change

·     Ability to collaborate across multiple businesses, geographies, and functions. Collaboration skills is a much-needed skill for this role.

·     Strong business acumen, focused on results

·     Excellent communication skills

·     Process oriented

Customer Oriented mindset

·     Education: Graduate degree / Masters

·      Green Belt or Black Belt trained

·     Background in Quality & Customer Satisfaction with a strong knowledge of customer experience & Support business

·     10 to 15 years’ experience in Sales/Marketing/Quality/ Services

·     Strong influence skills with global mindset

·     Multicultural skills

·     Fluent in English, both spoken and written

·     Innovative Thinking