ID: 000000099907
GENERAL PURPOSE DESCRIPTION:
A member of Nokia’s IMEA Care & Customer Logistics team, accountable for the execution and delivery of Care and Customer Logistics Services across West Africa. You will be charged with coaching and developing team members to deliver best in class Care experience, Logistics performance and Customer satisfaction.
You will have a proven track record of increasing customer satisfaction and operational efficiency. Support in driving team performance, people development and overall key performance metrics in the area. Contribute in the development of Care and Logistics offerings, ensuring the deployment of effective processes, capabilities, solutions, systems & tools to improve operations based on defined common strategies and roadmaps. Drive the implementation of projects in collaboration with Customers and Nokia teams.
Reporting Line: Head of Care, IMEA with dotted line to Logistics Director, IMEA
KEY DELIVERABLES:
Overall responsible for Care and Customer Logistics operations in West Africa
Analytics of operational data including consumer satisfaction for performance improvements
Financial accountability including, operating expenditure, business case analysis, creation and Return on Investment accountability
Launch readiness for new products and services
Support the development of the Sales Areas care and logistics execution and Customer service offering, in seamless cooperation with Trade Customers and Nokia Operations team
Responsible for the Care & Customer Logistics team key KPI’s, optimizing service level, product delivery and availability through cost efficiency
Development and management of the Care channel and consumer experience
Actively participate in the capability development process providing local requirements
Vendor performance, efficiency and sustainability
Overall Cost and Talent management.
Cross functional alignment, communication and influencing
Authorized Service Partners & Trade Customer collaboration, including the influence and focus of trade customer profitability.
QUALIFICATIONS
Required Background and Competencies:
Bachelor’s Degree
Minimum of 8 12 years supply chain management and customer facing experience
Background in Customer Service or Retail management
Solid understanding of Customer Service tools, trends and techniques
Leadership, communication and relationship management skills
Organizational awareness and alignment
Ability to work through complexity in highly matrixed environments
Effective decision maker with demonstrated ability to deliver and prioritize
A passion for the customer (voice of trade customer/end consumer)
CLICK LINK TO APPLY
http://www.getnaijajobs.com
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