The Director of Customer Care role is responsible for developing and executing service/support strategies that will deliver Precors long and short-term business goals. He/she will lead a team of roughly 60 experienced professionals to drive innovative customer care programs aimed at driving world class service, efficiency and growth. This position will play a highly influential leadership role across many key platforms, including development of the future customer care business model, installation/ support of technologically advanced fitness equipment and partnering in the implementation of a new CRM system.
This position involves a high degree of interface with other departments such as sales, marketing, product development, quality, operations and finance. The successful candidate must be a collaborative team player who is able to effectively influence others, juggle multiple tasks and meet deadlines while producing high quality work.
Key activities and focus will include the following:
· Develop and execute Precors customer care vision and strategy in support of Precor business objectives
· Enhance the Precor branded customer experience
· Optimize customer care operations
· Identify trends and opportunities that will drive the business agenda
· Identify strategic partners and resources
· Manage the customer service costs and expenses vis--vis business objectives
· Lead and serve the Precor customer support organization
Individual reports to the Vice President of Customer Support
JOB SPECIFICATIONS
EDUCATIONAL REQUIREMENTS: BS or BA required
PROFESSIONAL EXPERIENCE
1. 10+ years of demonstrated results in customer service/support
2. Previous experience in B2B and B2C support environments
3. Previous experience with CRM driven business model, including direct sales, highly desirable
4. Previous experience supporting global base of installed HW/SW solution(s), highly desirable
5. Proven team builder
SKILLS
1. Personal Leadership – Walks the walk/talk. Communicates and champions a compelling vision. Guides the team to new heights/achievements.
2. Strategic Thinking – Understands the big picture. Can create a vision and a plan to pursue. Deals with ambiguity and simplifies complexity. Data driven.
3. Courage – Challenges the status quo. Takes risks.
4. Interpersonal Skills – Effectively influences/negotiates to achieve desired outcome. Someone others want to work for/with.
5. Drive for Results – Goal oriented, outcome focused. Aggressively and creatively overcomes obstacles. Regularly meets/exceeds expectations.
6. Team Player – Works well with others inside/outside the organization. Shows genuine concern. Puts team/Precor ahead of self interest.
7. Brand Focus – Builds and executes consistent, meaningful brand experiences. Passion for fitness.
LOCATION AND TRAVEL
1. Position to be filled in Woodinville, WA, at the site of corporate headquarters.
2. Requires travel to Sales Meetings, tradeshows, customer events and for customer needs
