Senior Director, Customer Care

Regal Rexnord•Milwaukee, WI

1d•Hybrid

About The Position

The Sr. Director, Customer Care is accountable for overseeing all aspects of Power Efficiency Solutions (PES) customer care. The role involves strategic planning and deployment to create a best-in-class customer experience. They will define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints. They will be responsible for defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed. Using voice of customer (VOC) this role will be accountable for creating a differentiated service model based on customer classification to enhance the overall customer experience. PES is one of three operating segments with approximately $1.7 Billion in revenue and produces electric motors, variable speed controls, and air moving solutions which are sold in the residential heating and ventilating, water heating, commercial refrigeration, pump, leisure water, and other OEM and aftermarket products. Brands include Genteq® motors, as well as Fasco®, Elco®, DEC Star®, Leeson, motor and blowers.

Requirements

10+ years leadership experience managing high-performing teams.
Prior experience leading Customer Care/ Service for a large, multi-national organization
Past experience leading VOC strategy and initiatives; inclusive of translating insights into innovative solutions that help enhance the overall customer journey
Developing, setting, and monitoring key Customer Experience KPIs
Experience in Salesforce and Oracle ERP or similar tools
Exceptional communications skills, with the ability to communicate and present effectively to multiple levels across the organization in both one-on-one and group settings
Proven track record of managing large-scale change initiative(s) by effectively demonstrating stellar collaboration and influencing skills
Critical thinking skills to properly identify problem area & potential solutions
Proven experience leveraging multiple sets of input to set a strategic vision; translating the vision into development of key objectives, implementation plans & actions, and key measures / KPIs of what success looks like.
Policy Deployment and strategic planning experience
Analytical skills to properly interpret data and develop strategic insights
Leadership skills to influence cross functional teams for Continuous Improvement journey

Nice To Haves

Bachelor’s degree
Proven success in developing and deploying a Customer Experience strategy for a Global organization
Prior knowledge and application of 80/20 principles strongly desirable

Responsibilities

Operational excellence, oversee the daily operations and provide leadership to the global customer care team (85+ associates)
Drives the strategy and deployment to create a best-in-class customer experience.
Define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints
Defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed
Helps to define and deliver customer communications strategies
Understands VOC and translates insights into solutions.
Collaborates heavily with cross-functional, commercial leaders to deliver processes and programs that enhance the overall customer experience
Team management and development of customer care managers and advocates, fostering a culture of excellence, accountability, and continuous improvement
Customer experience and satisfaction. Ensure the customer care strategies and processes lead to a positive and consistent customer experience across all touchpoints.
Analyze customer feedback and service metrics to identify areas of improvement and implement initiatives to enhance customer satisfaction and loyalty
Collaboration and communication. Collaborate with other departments such as sales, commercial excellence, marketing and division teams to ensure a cohesive customer experience and address any issues impacting customer satisfaction.
Serve as a senior point of contact for escalated customer issues resolving them in a manner that maintains or enhances customer loyalty
Budget management. Develop and manage the customer care department budget ensuring resources are allocated effectively to meet strategic goals
Technology and innovation. Leverage technology to improve customer service delivery within the customer care team