Position
The Client Care Manager (m/f/d) provides the best after sales services and experience to our Clients, ensuring a smooth process from the point of receipt to the return of the product to the Client in its region. The role will include managing all aspects of after sales services and leading local teams of Technicians and Client Care Advisors with the goal of providing an exceptional after sales experience for our clientele.
Lead the Regional Client Care Centers network
- Manage the own dedicated Client Care Centers and "in store" repair network: Review organization, motivate teams, manage people, enhance capabilities and competencies
- Lead the outsourced repair network: Monitor performance, negotiate and follow up contracts
- Plan repairs "demand " in strategic horizon and establish action plans to fit "demand" with "repairs" capacity
Ensure Client Satisfaction
- Ensure every country offers the same exemplary customer service
- Deescalate clients and situations whenever needed
- Improve the overall client experience by ensuring a fast time response and by shortening the repair lead times
- Report quality issues and client feedback to HQ
Increase Client Care Centers (CCC) efficiency
- Measure key performance indicators and lead a continuous improvement plan using LEAN best practices
Manage the spare parts supply chain efficiency
- Ensure a stock accuracy above 99% in the regional warehouse and in every CCC
- Maintain a lean inventory: Stock availability to finish the repairs on time, and cash flow optimization
- Ensure the on-time delivery of spare parts orders
Monitor and optimize costs and revenue of repairs
- Monitor and optimize costs and revenue of repairs by building a complete cost mapping of repairs globally and by region
- Distinguish cost of spare parts, cost of stock, cost of operations, and logistics costs and identify optimization priorities per country and implement action plans to reduce costs while maintaining service level
- Ensure that the warranty policy is strictly applied everywhere, by regular audits
- Prepare the annual budget and track the variances
- Take part in projects and identifying new opportunities to develop the repair income, prepare the business case, implement a pilot
- Share best practices with the rest of the Client Care Network
Profile
- 10+ years experience in Supply Chain, Operations, After sales or relevant functional experience is required
- 5+ years of experience managing a team
- 3+ years of experience in client care handling incl. client communication and deescalation
- Demonstrated ability of managing operational details and execution, while also understanding big picture
- Proven ability to develop and maintain effective business relationships and influence cross-functional leaders
- Strong analytical and critical skills
- Ability to simplify and communicate on complex topics
- Practical, innovative and agile mindset
- Excellent English skills and good German Skills, written and verbally
- Exceptional skills with Microsoft Excel and data crunching in general
