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Head of Customer Service EMEAC

Head of Customer Service EMEAC

GaldermaBarcelona
Hace más de 30 días
Descripción del trabajo

Description

As Head of Customer Service EMEAC you will be responsible for leading and managing the customer service operations to ensure premium service delivery and customer satisfaction within the EMEAC Northern and Southern clusters. You will play a crucial role in enhancing customer experience, building strong processes and systems, continuously improving and harmonizing processes across the region.

The role reports to Head of Supply Chain EMEAC

Key Responsibilities

  • Developing and implementing customer service strategies aligned with the company's goals and objectives by Identifying opportunities for process improvement and optimization and implementing best practices.
  • Leading the customer service team and providing strategic directions to achieve targets and objectives, ensuring alignment with overall business strategies.
  • Responsible for recruitment, training and managing a high-performing customer services team.
  • Monitoring performance against targets and taking corrective actions as necessary to ensure continuous improvement.
  • Building and maintaining strong relationships with key clients and stakeholders
  • Leveraging technology and tools to streamline customer service processes, enhancing communication channels, and improving customer experience.

Skills & Qualifications

  • Master's degree in a related field or MBA is preferred.
  • Proven experience in a similar customer service role leading teams and influencing strategic directions at Global and Regional level.
  • Developed short to long-term (1-5 years) operational plans for optimizing the organization or function and executed strategies.
  • Business partnering, stakeholder management, and hands‐on to get into the details if needed.
  • Budget accountability.
  • Strong team player with effective communication and People management skills
  • Fluency in English, other European languages are a plus.

    • What we offer in return

  • You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
  • You will receive a competitive compensation package with bonus structure and extended benefit package.
  • You will be able to work in a hybrid work culture.
  • You will participate in feedback loops, during which a personalized career path will be established.
  • You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.

    • Next Steps

  • If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
  • The next step is a virtual conversation with the hiring manager.
  • The final step is a panel conversation with the extended team.

    • Our people make a difference

    At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.