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EMEA Customer Support Manager - Based in DUBLIN

ROLE – EMEA Customer Support Manager – reporting to the VP of Quality & Customer Support, this role will be responsible for the day-to-day management of all outsourced call centre operations supporting the client's customers in Europe (EMEA). This includes:-

•provides strategic leadership & direction for the delivery of post-sales services and support to Customers
•develops Customer Support policies & directives together with Sales, Product Marketing & Operations
•Program Management to set up new call centre operations (in-country, offshore or distributor managed)
•contract negotiations with current and new call centres
•performance management against agreed service level agreements
•daily, weekly and monthly operational reviews, as well as quarterly business reviews
•ongoing cooperation with Product Marketing, Marketing, Sales & Operations to ensure Customer Support Readiness and Excellence
•cooperation with the Service Delivery Team (US-based) to coordinate ramp-ups, ramp-downs, training & product launch

PERSON SPEC – higher weighting more important:-

10 – Extensive experience of Customer Support & Call Centre Operations Management within a Consumer Electronics Sector
10 - Qualifications – Degree in related subject - ideally also MBA
10 – Knowledge of Consumer Laws & Regulations in EMEA
10 – Experience of developing & leading Customer Support Strategies across EMEA
10 – High level of both written & verbal communication skills – capable of adapting style and tone according to the situation and audience
10 - -High level of influencing skills – capable of influencing in order to obtain information request at short notice
10 – Personality – dynamic self starter – patiently tenacious – results driven – creative but good process mindset – believes in success through teams
10 – High level of cultural awareness/sensitivity – experience of operating in a European/International role, with exposure to working across countries & cultures
9 – Strong Project Management skills with the ability to meet tight deadlines – able to work under pressure and on own initiative to get things done
9 – Experience of SAP or other ERP/CRM systems – Strong MS Office Skills
9 – Excellent analytical & problem solving skills – ability to prioritise to meet or exceed customer expectations
9 – 2nd language – Fluency in English is a must, both written & verbal – French, Spanish or Italian would be advantageous
8 - Willing to travel globally as required – 30% travel
8 - Experience of working in large matrixed multinational organisation - ideally US
7 - Experience of 6 Sigma tools and techniques - green belt/black-belt highly desirable

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