Senior Director, Customer Care

Regal Rexnord Corp
paid time off, tuition assistance, 401(k), retirement plan
United States, Wisconsin, Milwaukee
Nov 19, 2024
Position Summary: The Sr. Director, Customer Care is accountable for overseeing all aspects of Power Efficiency Solutions (PES) customer care. The role involves strategic planning and deployment to create a best-in-class customer experience. They will define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints. They will be responsible for defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed. Using voice of customer (VOC) this role will be accountable for creating a differentiated service model based on customer classification to enhance the overall customer experience. *PES* is one of three operating segments with approximately $1.7 Billion in revenue and produces electric motors, variable speed controls, and air moving solutions which are sold in the residential heating and ventilating, water heating, commercial refrigeration, pump, leisure water, and other OEM and aftermarket products. Brands include Genteq* motors, as well as* Fasco, Elco, DEC Star, Leeson, motor and blowers. Responsibilities: Operational excellence, oversee the daily operations and provide leadership to the global customer care team (85+ associates) Drives the strategy and deployment to create a best-in-class customer experience. Define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints Defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed Helps to define and deliver customer communications strategies Understands VOC and translates insights into solutions. Collaborates heavily with cross-functional, commercial leaders to deliver processes and programs that enhance the overall customer experience Team management and development of customer care managers and advocates, fostering a culture of excellence, accountability, and continuous improvement Customer experience and satisfaction. Ensure the customer care strategies and processes lead to a positive and consistent customer experience across all touchpoints. Analyze customer feedback and service metrics to identify areas of improvement and implement initiatives to enhance customer satisfaction and loyalty Collaboration and communication. Collaborate with other departments such as sales, commercial excellence, marketing and division teams to ensure a cohesive customer experience and address any issues impacting customer satisfaction. Serve as a senior point of contact for escalated customer issues resolving them in a manner that maintains or enhances customer loyalty Budget management. Develop and manage the customer care department budget ensuring resources are allocated effectively to meet strategic goals Technology and innovation. Leverage technology to improve customer service delivery within the customer care team Qualifications: Bachelor's degree or equivalent years of experience 7+ years leadership experience managing high-performing teams. Prior experience leading Customer Care/ Service for a large, multi-national organization Proven success in developing and deploying a Customer Experience strategy for a Global organization Past experience leading VOC strategy and initiatives; inclusive of translating insights into innovative solutions that help enhance the overall customer journey Developing, setting, and monitoring key Customer Experience KPIs Experience in Salesforce and Oracle ERP or similar tools Exceptional communications skills, with the ability to communicate and present effectively to multiple levels across the organization in both one-on-one and group settings Proven track record of managing large-scale change initiative(s) by effectively demonstrating stellar collaboration and influencing skills Critical thinking skills to properly identify problem area & potential solutions. Prior knowledge and application of 80/20 principles strongly desirable Proven experience leveraging multiple sets of input to set a strategic vision; translating the vision into development of key objectives, implementation plans & actions, and key measures / KPIs of what success looks like. Policy Deployment and strategic planning experience Analytical skills to properly interpret data and develop strategic insights Leadership skills to influence cross functional teams for Continuous Improvement journey Location: Grafton, WI, Milwaukee, WI Travel: 25% mostly to internal Regal Rexnord facilities in North America Benefits Medical, Dental, Vision and Prescription Drug Coverage Spending accounts (HSA, Health Care FSA and Dependent Care FSA) Paid Time Off and Holidays 401k Retirement Plan with Matching Employer Contributions Life and Accidental Death & Dismemberment (AD&D) Insurance Paid Leaves Tuition Assistance About Regal Rexnord Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools. The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture. Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com. Equal Employment Opportunity Statement Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email Recruiting@RegalRexnord.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Recruiting@RegalRexnord.com. Equal Employment Opportunity Posters Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.