Peru Job Openings

World Vision Perú

Global Customer Relationship Management Director

Costa Rica

FULL TIME

October 3, 2024

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

PLEASE SUBMIT YOUR CV IN ENGLISH

JOB PURPOSE

The CRM Director's primary function is to manage the relationship between customers and the organisation, leading the customer relationship strategy and customer-centric culture. Working closely with all areas to ensure the CRM works effectively and efficiently for all aspects of the SS and SCM (when applicable to the later). Also overseeing communications with customers and collecting, analysing and presenting the results of the voice of the customer.

The CRM Director is the Senior Point of Contact for the CR Shared Services office with all external and internal stakeholders. The key responsibilities refer to practices, strategies, and technologies (when possible) used to manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers and overall customer perception of the service.

The incumbent oversees, is responsible for providing Business Support Desk services for the Shared Services team global customer base. He/She supports the relationship between change management & communications and customers and stakeholders.

And with a solid training in customer service policies, protocols, and measurement of customer satisfaction (minimum Customer Satisfaction and Net Promoter Score), prepares the Shared Services staff to deal with their customers, annually conducts a customer satisfaction survey and supports the broader team in increasing customer satisfaction through thoughtful measures to address identified concerns. The position proactively identifies and monitors customer expectations, and their willingness to recommend the SS to support process directors develop action plans based on the results.

The CRM director is responsible for the development of our customer relationship management strategy and its execution to ensure the SS customers receive top quality support by all functions by providing tools and training to support all the customer facing staff within Shared Services.

KEY RESPONSIBILITIES

I. Strategy Development and Culture

Lead the development of a customer service strategy in the SS that will add value to the global finance corporate priorities and be responsible to develop a positive customer service culture.
Responsible for the development of customer service level commitments in SS around the globe. This will include the evaluation of customer service operation requirements, the delivery of periodic management reports on agreed metrics, measures and scorecards.
Partner with SS stakeholders in developing BSD, CS, CMC operational strategy, policies and procedures that are aligned with Global Finance, Shared Services strategic priorities. Maintain round the clock customer service operation to global clients through the BSD
Ensure the required business change management and communications support for the Shared Services transition is achieved in a straightforward and non-disruptive manner. The manager is responsible for the external communication from de SS to its stakeholders and supports internal change management processes.

II. Client Relationships (Engagement, Communications, and Partnering)

Lead the CRM SS office as Senior Point of Contact and act as a trusted influencer and relationship builder with key internal and external clients whilst building positive reputation for SS.
Develop a trusted advisor and partnering/collaborative model with internal customers with the ability to work with flexibility to achieve the outcomes of a SS. (National Office, Regional Office and Global leadership)
Influence leaders and SS stakeholders in effectively communicating and forming partnerships with employees, to improve services levels and support local and global initiatives.
Promotes within the SS the creation of culture of providing an exceptional level of quality and customer service by introducing measurable standards of excellence across all shared services groups, develop excellent customer service protocols that are continuously enhanced and a team of people that are continuously trained and developed to exceed internal and external quality and customer expectations.
Keep internal and external customers informed via different channels and communication efforts.
Supports customers through a business support desk.

III. Staff Development and High-Level Supervision

Staff Development – To matrix manage and functionally lead and develop SS operations and processes
Lead the coordination and buy in with SS process directors, managers, and leads to develop customer service philosophy, score card and training for their staff.
Empower, engage and develop the global BSD. CS, and CMC staff, maintain their job results as well as their professional and technical knowledge.
Prepare area reports and contribute to overall team effort.

IV. Metrics, Reporting and Analysis/Innovation and Continuous Improvement

Develop the key performance indicators related to customer service in the SSC currents programs and monitoring the advances on the implementation of services culture.
Request and drive continuous improvement projects Develop and implement Customer Service Protocols. Carry out a periodic review of the Voice of the Customer Management System
Act as the voice of the customer across the organization and on behalf of SS and SCM, drive quality, consistency and efficiency in customer delivery efforts

V. Business Development

Maintain and develop current client relationships and identify opportunities to serve them better.
Builds CRM client portfolio by identifying, developing, and closing on new business opportunities.
Researches the organization and other Shared Services product offerings to identify new business opportunities.
Evaluate potential business opportunities and recommend these to the Senior Director Shared Services for adoption.

KNOWLEDGE, SKILL AND EXPERIENCE

Bachelor's degree in business related field i.e. Business Administration, Customer Relationship Management (CRM), or related field or its equivalent. An MBA or equivalent experience will preferable.
Masters in a relevant discipline an added advantage.
At least 10-12 years’ experience leading customer service team and lead customer relationship management in a Shared Service Center environment.
Excellent communication skills, verbal and written.
Experience leading a contact center/customer relations business, driving all key performance areas to ensure exceptional metrics performance delivery through the implementation of a continuous improvement culture.
Proven experience leading the creation and implementation of training etc. towards the establishment of a customer service culture in a department.
Proven experience with complete cycle of Gathering V.O.C., Define, Measure, Analyze, Improve and Control cycle (D.M.A.I.C.) approach or similar.
Ability to develop, and facilitate training.
Strong ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.

Preferred:

Green belt training and/or certification a plus.
Change Management Approach training advantageous.
Marketing experience desirable.
Change Management training and experience integrating in context of customer service and customer support
Quality Training and experience integrating in the context of customer service Achieve Global – Customer Service Curricula (Define, Direct, Develop, Deliver) or similar is a plus
Implementation of Net Promoter Score or the equivalent
Knowledge of Spanish, Portuguese, and French is highly desirable.

Travel Requirement:

The position requires ability and willingness to travel domestically and internationally up to 30% of the time at a global level.

Applicant Types Accepted:

Local Applicants Only

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