Senior customer manager key accounts

EssilorLuxottica • Saint Cloud, MN

270d • $90,180 - $116,753

About The Position

If you've worn a pair of glasses, we've already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Requirements

• Strong optical industry knowledge and ability to drive change in a production environment.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
• Proven leadership abilities with experience managing and motivating cross-functional teams.
• Deep understanding of customer experiences best practices and industry trends.
• Ability to identify and implement process improvements to enhance customer satisfaction.
• Analytical skills with proficiency in data analysis tools and reporting platforms.
• Experience with CRM systems and customer feedback platforms.

Responsibilities

• Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans.
• Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs).
• Prioritize customer experience initiatives and work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab.
• Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab.
• Review regular quality audits of returns to identify areas for improvement and develop action plans to drive change.
• Support training programs/operational programs to address quality gaps and elevate customer experience.
• Set targets for customer issue resolution times and monitor performance against those goals.
• Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency.
• Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
• Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
• Lead and manage a team of key account dedicated customer service representatives, providing coaching, feedback, and performance evaluations.
• Establish and maintain standards for customer service interactions.
• Foster a customer-centric culture within the team, emphasizing empathy, proactive problem-solving, and exceeding customer expectations.

Benefits

• Health care
• Retirement savings
• Paid time off/vacation
• Various employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree