Commercial Service EMEA Leader

Asturias (Spain)
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Commercial Service EMEA Leader

Finance and Administration

Asturias (Spain)

Ref: KK0648 November 11, 2021 INDUSTRY AND CAPITAL GOODS

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FUNCTIONS

Its main goal is to lead the Customer Service and Sales Support functions across multiple Business Units and partners with many different stakeholders regionally and globally o Drive customer satisfaction metrics and focus on enhancing customer experience o Drives Operative Process Management: o Manage SLAs across Business Units o Definition and implementation of KPIs o Definition of requirements for efficient and high-quality processes and digital tools within an shared service environment o Mapping and Analysis of all existing key processes from an End-to-End perspective. o Acts as the overall leader for the Business CSR and sales support team across EMEA. Identify synergy opportunities and ensure sharing of best practices while fully understanding the different needs of business segments. o Implementation of new processes. o Proposes system related and organisational setup following the implementation of the new processes (incl. definition of roles & responsibility) o Identify risks and develop strategy to overcome or address these risks. o Identify and oversees new Digital Tools and manage transition to S4 HANA o Lead together with HR and Center Leader the Change Management across CSR / Sales support organization o Management of Stakeholders both in EMEA and globally all levels including Senior Executive level Requirements o Bachelor’s degree in Economics, Engineering, Finance, Marketing, or similar background o Minimum 10 years’ experience in Customer Service area and with demonstrated experience in successful managing Transformation projects specifically transition(s) into a Shared service environment in a global company o Fluent in English and Spanish. o Business acumen. o Experience working in global matrix organizations, ideally with a business centric operational model. Skills & Competencies: • Excellent leadership and communication skills and ability to communicate effectively with staff at all levels and third parties. • Inspires, develops, and attracts talent to support the Customer Service and Sales Support team towards success. • Confident with strong decision-making skills. • Excellent team player. • Ability to work under pressure. • Embraces & facilitates change. • Ability to combine process view and functional expertise with a strong customer-centric mindset. • Takes full ownership within his/her processes and projects.

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