Description:
The role Customer Experience Team Lead is responsible for overseeing, managing, and leading all operational activities within a small Customer Service Office (CSO) related to Supply Chain Management (SCM) Operations. The role ensures optimal performance in alignment with the Area Business Strategy, consistently meeting agreed customer Service Level Agreements (SLAs). This role is a key contributor to both operational efficiency and customer satisfaction, driving overall business success.
Key Responsibilities:
- Service Delivery: Ensure all services are delivered as per the agreed framework with clients, adhering to SLAs and quality standards
- Operational Excellence: Work closely with internal stakeholders to maintain high standards of operational excellence and ensure quality execution of tasks
- Customer Relationship Management: Collaborate with Program Management Focals, Clients, and Vendors to understand customer pain points, and plan and execute initiatives to address them
- Team Leadership: Foster a team culture aligned with the company’s vision and strategy, promoting team accountability
- Team Development: Coach and develop team members to enhance their capabilities and support improved business results.
- Performance Management: Manage team performance and provide regular feedback for continuous improvement
- Change Management: Drive change management initiatives with a strong focus on customer centricity, ensuring the team adapts smoothly to evolving business needs
- Communication & Knowledge Management: Take responsibility for key messaging, updates, and communication across CX channels
- Client Performance: Take full ownership of client performance and business outcomes, ensuring client satisfaction and driving operational success
- Collaboration: Build and maintain strong relationships with stakeholders, ensuring collaboration between the CX team and other commercial functions to support business objectives
Required Experience & Skills:
- 4+ years’ experience in Lead Logistics
- High level of understanding of business, product, and interaction between CX and other commercial functions
- Curiosity to understand customer needs, global trade, local and international market landscape, and how these interact.
- Strong written and verbal communication skills
- Passion for coaching teams and the development of capabilities to support improved business results
- Change management skills with strong customer centricity
- Collaboration and stakeholder management skills with the ability to operate and lead under pressure
- Strong operational and business understanding