Director, Customer Experience (North America)

Job Locations US-UT-Ogden
Job Post Information* : Posted Date 1 month ago(3/25/2021 11:05 AM)
ID
2021-2244
# of Openings
1
Category
Customer Service

Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Precor, Atomic, Arc’teryx, ENVE, and Suunto.  We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us.

What You'll Do

We are currently seeking a Director to lead the Customer Experience team that supports our Salomon, Atomic, Suunto & Armada brands throughout North America.  This role will ensure that the culture, tools, and resources are in place to foster a high-value environment that supports the Brand’s goals and direction while providing an industry leading customer experience.  The Director will be responsible for short and long term strategic development and execution of our Customer Experience strategic priorities while directing the day to day efforts to drive toward successful results.  Specific responsibilities include, but are not limited to:

 

  • Lead the Winter & Outdoor Customer & Consumer service teams in the USA and Canada
  • Encourage and lead team development and cohesion.  Provide direction, motivation, coaching, training, development, and feedback to the team
  • Develop long term service strategies aligned with brand leadership & execute strategic plan
  • Lead the design, implementation, and utilization of CRM tools (salesforce.com) throughout the Winter & Outdoor organization
  • Define, implement, and track key performance indicators, and report to senior management on service improvement progress
  • Partner with peers and leadership to ensure that the overall business delivers results
  • Manage wholesale dealer orderbook and coordinate with Credit, Warehouse, Supply Chain & Sales to ensure order blocks are removed and the orderbook is properly maintained
  • Develop customer experience playbook, mission, objectives, policies, processes, and guidelines
  • Foster an environment focused on providing world class Customer Experience and establish strong relationships with our key dealer network
  • Build strong relationships with our internal & external Sales and Commercial teams
  • Work with IT teams to develop system improvements and agility in order2cash activities, customer and consumer touch points and back office automation in SAP
  • Partner with the Distribution & Transportation and Operations teams to formulate improvements to our order to fulfillment process based upon current and upcoming customer requirements, as well as communicated issues facing our sales and customer base
  • Key member of the regional leadership teams and global customer experience community of practice

What We're Looking For

This role requires a bachelors degree in business or related field.  We are looking for a candidate with 10+ years experience in a customer service role (preferably in a B2B & ecommerce environment) along with 10+ years’ experience in leading, coaching, or training others.

 

Other qualifications include:

 

  • Proven results reviewing, developing, and executing key business delivery strategies; takes responsibility for actions, projects, and people
  • Ability to identify business opportunities to maximize growth, business development and service improvement through analyzing service metrics
  • Shows creative thinking and problem solving; develops new ideas to improve customer service standards and elevate service levels to our customers
  • Super strong managerial skills; recognizes own impact and lead by example in motivating, coaching and developing your team; demonstrate leadership by gaining and maintaining respect while engaging and motivating others
  • Exhibits an exceptional service orientation--puts customers first, strong interpersonal skills and the ability to empathize with clients and team in sometimes intense situations
  • Demonstrates patience and tact when dealing with difficult situations.
  • Experience in project management, change management and software implementations
  • Salesforce.com development & implementation experience preferred
  • Passion for sports or previous experience working or playing in a team environment preferred

  

What We’ll Provide

 

This role is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski areas and other outdoor recreation.

We offer a great working environment in the sports industry with talented & passionate colleagues all over the world!  Other benefits and perks include: 

 

  • Medical, dental and vision
  • 401k with company match
  • Life insurance, pre-tax transit benefit program
  • Discounts on Amer Sports products
  • Smart casual dress
  • Free gym membership and ski pass
  • Summer hours

 

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

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