Director - Customer Care Center & CSQ at Schneider Electric

Responsibilities:  

• Manage CS&Q & CCC function for AAF Cluster
• Interact regularly with customers to better understand the expectations
• Represent the voice of customer and drive customer centric mindset within the cluster
• Influence the decision process of the entity to prioritize the customer requests
• Drive quality strategy of the entity in accordance with the Global Quality Strategy
• Drive the relevant quality programs to ensure continuous improvement in the process and services of the cluster
• Manage the QMS of the entity
• Implement SE Quality policy, define CSQ roles, targets and objectives at the cluster
• Consolidate Non-Quality Cost and drive improvement actions
• Implement company policy, define roles, targets and objectives
• Drive business/digital transformation in CCC
• Create an effective and efficient organization
• Develop revenue generation activities at zone level
• Contribute to knowledge development planning
• Evaluate and plan the resource needs based on service level agreements
• Responsible for budget reporting for CCC
• Coach and develop CS&Q talent. Identify potential talent outside the existing community and promote them as future leaders

Personal Competencies:

• Leadership skills to influence and convince.
• Track record of customer-centric decision-making.
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Agility to execute on challenging constraints and to prioritize conflicting needs.
• Mobilization of indirect resources in a matrix organization while keeping diverse teams engaged.
• Willingness to own issues and solve problems.
• Ability to directly interact with customers and understand their challenges.

Qualifications

• 10+ years in commercial organizations or customer-facing experience (Sales/Marketing/Services/Quality)
• Business acumen
• Strong background in customer strategy and process improvement
• Tech-savy in evolving technologies
• Fluent in English, both spoken and written (Arabic and French will be additional assets)