Delivery Manager

Opportunity

Creates a work environment conducive for colleagues to deliver the
intended customer experience within a large country(ies). Maintains
focus on voice of customer, employee engagement, staff development and
process efficiency and cost. Acts as fully responsible and accountable
for Customer Service in the respective country.Formulates and executes a local customer service strategy in order to deliver on the global and local targets and priorities. Takes an active part in developing the local commercial strategy and contributes actively to the global Customer Service strategy. Maintains a dynamic and scalable customer service organization in which resources are managed effectively and efficiently. Cultivates customer relationships and listens to the voice of the customers. Drives continuous improvements, monitors performance against established KPIs and targets and takes corrective action as required. Is accountable to own, create, maintain and test a business continuity plan for critical customer processes across products. Orchestrates all local functions towards delivering customer-critical services in the event of an incident.