Job Description & How to Apply Below
Customer Service Director
Primary purpose of the role:
The Customer Service Director leads communications and customer engagement and develops
innovative approaches to research, collaboration, and customer satisfaction measurement that
create improved value for the company and enhanced experiences for customers.
Core Job Responsibilities:
Lead the development, implementation and evaluation of strategic, tactical and
operational customer engagement plans, programs, and initiatives to align with the
company™s customer service vision and strategies across both the retail and digital
Key accountability to deliver a first class customer service function for the customers of
BoyleSports across both the retail and digital platforms
Advise the Senior Management on customer satisfaction measures, customer
experience/service strategies, programs, initiatives and emerging issues to enable
customer-centric strategic decision processes and major or critical issues response
Plan and provide leadership to the implementation of integrated customer engagement
and communication initiatives to improve and enhance the perceptions and experiences
Lead and/or direct specific customer research programs, dialogue and other forms of
engagement to understand key concerns and issues and inform review and
enhancement of customer services and service delivery models
Drive the ongoing development of a customer service culture across the organisation,
supported by effective policy and process frameworks and responsive customer service
systems to embed best practice customer-centric behaviours
Identify opportunities for enhanced service delivery through online and e-services
delivery, and the application of social media, mobile apps and technologies to optimise
Championing a long term strategic focus on driving the customer experience, balanced
against the need for immediate response to urgent unplanned issues
Establish effective networks to enable performance benchmarking, monitor industry
trends. Create a culture which embraces high quality customer service across the
organisation, ensuring that management systems and processes drive service delivery
Proactively embrace and manage efficiently and most cost effectively fraud and
Responsibility for the Fraud and Finance function of the business; delivering a
department that protects the business from fraud but does not encumber the customer
Identify opportunities for enhanced automated monitoring of fraud and potential fraud
Reporting to Senior Management on fraud trends and measures, strategies, initiatives,
industry levels and any potential issues
BA in an appropriate field.
Candidates should have at least 5 + years™ experience at a Managerial level and 7 + years
within a Customer experience/service environment in a retail/digital, high transactional
Experience in delivering strategic solutions.
A successful track record in leading projects.
Results focused driven individual is a must.
Must be fluent in English.
Excellent verbal and written communication, presentation and negotiations skills required.
Must be available to travel in Europe/Asia.
Less than 1 Year
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