Kellogg Customer Experience Manager in BUCHAREST, Romania
At Kellogg's we have a vision of enriching and delighting the world through foods and brands that matter; with the purpose of nourishing families so that they can flourish and thrive.
Our Vision and Purpose are at the heart of everything we do. Simple yet powerful, they define why we're here and where we're going - made possible by the extraordinary talent of everyone who works here. People like you. Our heritage, through the inspiration of W.K. Kellogg, continues to drive our company and keeps us committed to creating a stronger future every day, by putting people first in everything we do.
Operating in more than 180 countries, across 6 continents, with dedication and passion from each and every one of our 30,000 employees, we are extremely proud of our ever growing portfolio of over 1,600 food products, which include iconic brands such as Pringles, Frosties, Special K and Corn Flakes.
Our company is a place where innovation lives on, where we never stop learning and where we’re excited about tomorrow. It is this belief that brings us together and sets us apart.
PRINCIPLE DUTIES & RESPONSABILITIES
The Customer Experience Center Lead is responsible for providing direction and execution for activities that enable KEU GBS to provide a seamless and satisfying customer experience. This position will execute global/regional strategies and plans that enable effortless, intuitive and reliable interactions between GBS and its customers across the service request lifecycle.
This role ensures that customer satisfaction is measured, analyzed and planned for.
Lead work to understand GBS customers, their needs and frustrations
Measure and report customer satisfaction, trends and improvement plans for the organization
Provides proactive and frequent communication with GBS customers for standard and escalated requests:
Manages escalated customer inquiries in a professional and effective manner to build customer relationships; ensures effective policies and procedures for handling escalations across all levels of the organization.
Improve the way customers and GBS interact so that it is simple, efficient and effective for both parties
Identify and propose opportunities for process simplification and overall customer experience improvements
Partner with the GBS leadership team to align customer service policies
Positively challenge the GBS leadership team to ensure the organization provides exceptional support to both external and internal customers
Promote a customer-centered culture serving as a consultant to internal/external customers, striving to exceed customers’ needs, requirements, and expectations
PREFERRED EDUCATION & EXPERIENCE
Bachelor’s degree and 8-10 years of experience in a related field (Master’s Degree preferred)
Excellent verbal and written communication skills
Strong negotiation and decision making skills
Sense of urgency and ownership of resolution, meeting established performance objectives and customer commitments
Strong collaboration skills and ability to partner with key internal/external customer to drive change & continuous improvement
Experience presenting results to an executive team
Ability to make decisions in a fast paced environment
Prior experience in a customer service leadership role
Ability to manage multiple and sometimes conflicting priorities and specific time constraint
Experience working in a process or data driven environment
Required English advanced
French and/or German is considered a plus
Experience working for a multinational organization and working with colleagues in other locations as well as international locations.
WHAT ELSE DO I NEED TO KNOW?
Please note that we will only accept applications that are made to us via our Careers site.
If you experience any difficulty when applying please contact myHR@kellogg.com
Please note that the closing date may be subject to change. We will interview suitable candidates as they apply, so please don’t hesitate to take this opportunity to submit your application as soon as possible.
If you would like to be immediately notified of new Kellogg's opportunities, please go to ‘Create or access my profile’ and complete the information required in the ‘Job Alerts’ section. You will then receive email alerts as soon as new jobs are advertised.
The Kellogg Company is an Equal Opportunity Employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people.
Title: Customer Experience Manager
Requisition ID: GLO000618
Job Function: Global Business Services
Job Type: Professional
Closing Date: Aug 10, 2018, 3:59:00 PM
Relocation Assistance: No