Dyson - Assistant Manager - Owner Experience

Description :

Owner Experience Asst Manager leads Dyson Service Engineers to provide on-site service, installation and technical support to Dyson customers. This position is in a retail environment with weekend and evening hours necessary.

Function Overview :

Dyson is rapidly expanding; in its new and core categories, and across all of its global markets, Our Customer Care team exemplifies Dyson's problem-solving ethos. There's no query our teams can- t answer. And there's no fault our Service technicians can- t fix. Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson's latest technology - and sell products as well as solve problems. Responding to calls, emails, online enquiries and social media, our team is constantly evolving to give better service to Dyson customers. The main objective of the role is to champion the Customer and their needs throughout West and South India regions, aligning the strategy and operating model to meet business objectives, driving best in class service through capable, engaged customer facing teams and delivering an integrated customer service strategy. The role will be based in the Dyson Mumbai, reporting to Manager- Owner Experience, and will manage Set up services & Repair Care

Summary/Key Responsibilities :

MAIN ACCOUNTABILITIES : Drive continuous improvement of Dyson Customer Service across all areas

- Define the Customer Service strategy and deliver the best operating model to deliver West and South India Business strategy

- Identify opportunities for improvement of Dyson customer service, influencing the broader customer service experience as well as the Customer Service/Repair Centre

- Ensure the business model for customer repairs allows them to be processed and completed as efficiently and effectively as possible, both from a customer service and a cost perspective.

- Ensure the customer is at the centre of everything we do

- Develop and deliver methods for benchmarking Dyson Customer Service to ensure best in class

- Maximize appropriate use of technology to improve customer experience while improving efficiency

- Work closely with relevant stakeholders to ensure Customer Service is included in strategy, plans and discussions, for both current product and NPD

- Work with Marketing/Sales/others to drive and deliver opportunities from long-term customer relationships

- Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture

- Identify opportunities throughout Customer Service to minimize operating costs

- Ensure level of resource is appropriate to level of activity

- Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability Develop and deliver the people agenda to promote best in class service

Skills & Experience :

Experience :

- Evidence of extensive customer service experience, with full ownership of their function

- Experience managing a big team

- Experience driving, implementing and managing change

- Extensive experience in consumer focused businesses

- Engineering Degree qualification or above with 5-7 years experience

- Experience working in a matrix reporting environment Skills

- Good systems/process knowledge with an emphasis on business process improvement and reengineering

- Proven expertise in world class customer care best practices

- Excellent team leadership abilities

- Exceptional Influencing skills

- Excellent personal and business presentation skills

- Strong team player capable of building and motivating teams

- Proven business planning capability

- High level of communication skills both verbal and written