Regional Customer Experience Manager - America's
Avnet, Inc.

Nature and Purpose:

Use customer feedback, outputs from customer journey mapping and lean methodologies to identify areas of poor customer experience, and work with functional owners to deliver actions that drive improved performance. Represent the needs of our customers in the business and create awareness to customer issues within region, whilst working closely with peers to deliver Globally consistent improvements where practical.

Accountabilities with Key Outcomes:

• Use output from regional "feedback management systems" and "service metrics" program to target areas of customer dis-satisfaction and work with functional owners to drive improvements.
• Responsible for the feedback management system in region, ensuring all feedback is logged accurately, SLA's are achieved and the ticket process is correctly followed.
• Map customer satisfaction journey's, using root cause analysis to develop and deliver continuous improvement plans.
• Use customer feedback channels to identify changing needs of our customers and make recommendations on how we might support these requirements.
• Deliver "closed loop" messaging back to customers to advise them when we have implemented positive change based on their feedback.
• Create regional awareness around customer satisfaction levels through regular multi-channel communication of key issues, as well as highlighting areas where we excel.
• Lead the regional customer services team to ensure effective collaboration between Sales and Supply Chain (EU only).

Knowledge, Skills and Experience:

Essential

• Strong customer advocacy
• Excellent communication and influencing skills
• Analytical approach
• Continuous improvement / lean methodology / change management
• Commercially minded

Desirable

• Strong understanding of the business
• Working across a Global organization
• Well connected
• Process mapping skills
• Competitor landscape and benchmarking

Job Impact/Influence Measures:

• Interface with all key functions across the organization
• Collaboration with peers Globally
• Team of up to 15 people (EU only)

Decision-making Authority: Indicate what decisions the job is expected to make and what it is expected to recommend.

Make

Improvements to process or practice that drive an enhanced customer experience based on our existing proposition. Prioritization of improvement projects to focus on those delivering greatest impact for the customer Day to day management of the Sales Support function in region (EU only)

Recommend

Ways in which the organization can respond to the changing needs of our customers - process or proposition. Improvements for collecting and then enacting upon customer feedback. Investment to drive improvements to the customer experience.

Manager Responsibilities: Clear obligations arise for all management colleagues. The following are expectations of you in this role.

Ensuring compliance of self and others to internal and external regulations.

• Ensure self and team's compliance with PF Code of Conduct and all supporting policies, laws and regulations of all countries in which PF operates and with all applicable national/international codes.

Understanding the big picture and connecting the individual to it in a meaningful way

• Demonstrate understanding of PF's business and ensure your team understands the link between their individual contributions and PF's wider strategic objectives.
• Establish a positive climate and work environment for your team, where performance is recognized and rewarded.

Optimizing performance outcomes of direct reports and ensuring individual's understanding of contribution

• Ensure each individual within your team understands the team's structure, objectives, roles and responsibilities.
• Provide support, coaching and development opportunities.
• Optimize team and individual performance
• Apply PF's performance, reward, talent management, recruitment and people information principles and processes.
• Champion organizational change.

Following PF's financial policies, managing people resources to policy requirements and delivering budgets

• Lead by example with decision taken when allocating investment resources, by ensuring initiatives underpinning budgets and forecasts provide value to our shareholders.

Work Experience:

• Typically 5+ years with bachelor's or equivalent.

Education and Certification(s):

• Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.

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The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.

Avnet is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex (including pregnancy), age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other characteristic protected by law. This policy of non-discrimination also applies to religious dress and grooming practices. Avnet will accommodate employee religious dress standards and grooming practices that do not result in undue hardship for the Company. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center at (888) 994-7669.

This job has expired.