Job Title

The ideal candidate is a highly analytical leader who will join our senior management team. You will be responsible for leading the company's day-to-day business operations (managing the company budget, ensuring operational compliance is followed, and addressing administrative issues). The Director Customer Experience will lead and engage the organization to improve customer understanding and ensure the organization is making business decisions around customer needs thru the execution of specific strategies that will unify and ensure a system of shared values and behaviors around delivering a great customer experience for our clients. This individual will be responsible for Customer Service Delivery and Support Center, Supply Chain and Distribution, OS Delivery and Portfolio and VoC strategies and program.­­­­­­­­­­­­­­­­­­­­­­JOB DUTIES AND RESPONSIBILITIESResponsible for: - Customer Service Delivery (including OP, CIP & OS), ensuring SLA and profitability of contracts. - Supply Chain and Distribution, ensuring MOH and level - Portfolio readiness in the country (ideally, only RLA Portfolio).Leads, communicates strategic direction and directs the activities of the CX Organization.Solve lasting customer problems, build a long-term competitive advantage, retain loyal customers, and create a strategy to help increase profit from customers.Provide a thorough customer perspective in executive decisions and increase the lifetime value and profitability of customersProvides analysis of data from different sources (voice of the customer, focus groups, field input, customer complaints, service experience -- call, email, chat, first-hand experience) to develop comprehensive data-based view of the end to end customer experience and pain points for decision making process at the Executive levelLeads, motivates and coaches the CX team, while maintaining a positive attitude and setting an example of an aggressive pace in goal achievement. Supports with definitions and communicates CX related policies, procedures and expectationsConsults regularly with functional leadership to understand and analyze the company's issues and needs in order to recommend actions that deliver CX results as requiredPartners with field sales leadership to identify opportunities for improvement and subsequently implementation of plansOversees and prioritizes key investments in enabling technologiesManages the timely completion of programs within budget