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 integral 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 ide Postúlate en Kit Empleo: kitempleo.pe/empleo/xisig