Global Customer Relationship Management Director (Costa Rica)

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 general 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 Postúlate en Kit Empleo: kitempleo.pe/empleo/xefvr