Consumer Experience Director / Manager

Job Locations US-NJ-Upper Saddle River
Category
After Sales
Type
Full-Time

Overview

De’Longhi America Inc., is the North American subsidiary of the De’Longhi Group with headquarters located in Upper Saddle River, New Jersey. Our parent company was founded in Treviso, Italy and has built its global reputation as a cutting-edge leader in innovation, product design, and performance. The De'Longhi brand entered the North American market in the early 80’s with the first ever portable radiator; transforming the home heating industry. Building on our success, the brand has continued to make strides in developing new technologies and revolutionizing the home appliance category. De’Longhi is an international leader with a presence in over 45 countries and products in three main categories: espresso/coffee, premium appliances/specialty cooking and home comfort. After more than a century of perfecting its products, we remain committed to continuing our mission of creating exceptional products that improve the lives’ of the consumer through innovative technologies and unparalleled design --- bringing convenience and style into every customers’ home; making the everyday better.

 

We are currently recruiting for a Consumer Experience Manager who will act as the conduit between our consumers and our company for the US and Canada. This role will be responsible for working with and managing our 3rd party Call Center and Service Center, maintaining and monitoring our Customer Relationship Management (CRM) system, communicating and collaborating with corporate headquarters, as well as with multiple in-house teams (such as eCommerce, Marketing, Product Development, Quality, and Supply Chain) to ensure that we are developing brand loyalty and a seamless consumer experience.

Responsibilities

  • Oversee and manage our Call Center ensuring that consumer issues are being addressed in a timely fashion
  • Identify opportunities to enhance the consumer experience, keeping up to date on industry trends, new tools, and competitive insights
  • Provide continued training and development of Call Center Associates
  • Manage and monitor information being loaded into our CRM system
  • Lead the resolution process for any consumer escalations that may arise
  • Continue to build the Spare Parts and accessories business by ensuring that adequate stock is available
  • Manage consumer warranty processes
  • Negotiate contracts with 3rd party Call Centers and Service Centers
  • Manage service and repair network for all products including De'Longhi, Braun, Kenwood and De'Longhi Nespresso machines
  • Maintain all service network facing systems and identify opportunities for improvement in order processing 
  • Provide continued training and development of Service Center Associates
  • Perform regular visits and/or calls to our Service Centers ensuring that we are supporting and providing training when needed

Qualifications

  • Minimum of 3-7 years of experience managing a call center or a service center organization within the premium consumer goods arena
  • Demonstrated leadership capabilities and experience managing direct reports
  • Bachelor’s degree with a Business or Technical focus
  • Possess strong problem solving skills and analytical/forecasting abilities
  • Proficient with Excel, Word, Google Docs, etc.
  • Organized and detail-oriented
  • Self-starter with the ability to work in a fast-paced environment
  • Ability to multi-task and prioritize work effectively
  • Ability to travel approximately 25% (domestic and international)

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