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Global Aftersales Support Leader

Summary

Salary
Competitive
Team
Owner Experience
Location
Singapore - St James Power Station Headquarters

About us

Dyson has 37m interactions with our owners every year across multiple touchpoints and geographies.  We recognise that excelling at service as well as technology is how we grow our business.  Where our service is good, we delight owners and directly drive advocacy and repurchase.  We always put the customer first and in doing so, look to implement technology solutions and ways of working that unlock rich and rewarding customer journeys and experiences.

The world of Customer Service is continually evolving.  Consumer expectations of what good service is increasing and Dyson are committed to ensuring that we meet this demand and support owners when and where they need us.

About the role

The Aftersales Support Leader is a key part of the Global Aftersales team, taking responsibility for two significant streams of activity globally under the Global Aftersales Director. 

The first is to ensure that every piece of Dyson technology is supported through a ‘cradle to grave’ service approach.  He/she will be a key input into the Service Design and Service Operations processes and represent the voice of owners as products move from design, development, launch, ownership, and end-of-life phases, ensuring that the experience of owning a Dyson product, in any category, is a fully advocated one.

The second stream of this role is to ensure that our service environments around the world are fit for purpose in a continually evolving landscape of new categories, markets, and emerging commercial opportunities. He/she will protect the global Customer Service strategy, balancing the demand to operate at a consistently high standard with the need to localize our offering to meet cultural nuances.  Every one of the 1.5m service repairs each year must increase owner advocacy rather than erode it.

The successful candidate will be expected to build strong relationships with market and group stakeholders. They will be able to comfortably communicate across all levels of the business and, as part of the wider leadership team, benchmark the Dyson service offering against external stimuli and trends to shape and determine the roadmap for continuous improvement.

Reporting into the Global Aftersales Director, the two of you will form a solid strategic alliance that ensures that our Aftersales support is best for Dyson and our owners irrespective of geography or size of market. You will need to protect quality and show expertise in traversing opinion and aligning strong personalities to ensure we deliver global and scalable solutions.

Dyson NPS/CSI

Working with various stake-holders, you will drive service improvements in all aftersales touchpoints and sell this into the senior leadership team along with the Global Engineering and operations team.    Your role will be hands on with the Aftersales and markets to ensure that these approaches are delivered routinely, ensuring that the service environment adapts and aligns alongside our technology and processes.  Your day-to-day activities will include:

  • Leading the Aftersales Support team, you will ensure that every aftersales process is fully supported with a clear Customer Service strategy.  You will develop and implement plans with Markets to ensure Dyson is fully capable of supporting owners across multiple facets – product use advice, warranty queries, failure diagnostics, spare parts, repair requirements etc.
  • Customer Service NPS & CSI  - you will need to monitor the NPS & CSI scores periodically and identify the areas for improvements in various channels. Deliverables include Support Strategy, action plans to drive improvement in NPS/CSI scores
  • Customer complaints – you will need to direct the customer complaints at HQ level to the right region/market for timely resolution. You shall track the resolution rate based on defined timeframe and consolidate the complaints for analysis of gaps in current processes. Together with the regions, to develop appropriate action plans to minimize such gaps and drive improvements.
  • Customer Support delivery comes at a cost, and to make informed decisions regarding the ‘right’ Aftersales support model full cost assessments for all action plans (at a market specific level) will be required.
  • You will need to assess and outline any requirements to enhance/change the market Aftersales service infrastructure to ensure high quality aftersales service (e.g. regulatory requirements, culture, customer expectations etc.). This requires a detailed understanding of each global service solution. Complete detailed assessments will need to be created and maintained to understand the role of Aftersales support processes etc.

DYSON OWNERS:

  • You will define the target operating model for Aftersales support solutions in market – including process design & improvements. You will work closely with the Global Aftersales team on defining the strategy for repair services, spare & accessories support, refurb, and other aftersales functions. Your expertise will ensure that we always have the skillset, tool and process to maximise customer satisfaction.
  • Dyson owners must be supported across markets with a robust, effective and market leading aftersales approach. With market support you will manage continuous assessment of service resource levels and technical capability required to effectively/efficiently resolve product issues & to provide efficient customer services.
  • You will monitor the effectiveness and efficiency of service solutions & implement improvement plans alongside local service management. You will evaluate current service processes in markets/regions and assess efficiency of the service process, looking to drive improvement in various customer KPIs.
  • Working with the Global Aftersales team you will develop and implement an innovation roadmap that drives Dyson service environments toward profitability, developing a suite of services to support owners who are at different stages of the product lifecycle and working with markets to implement this at a national or city level as appropriate.
  • Help to shape the longer-term service strategy proposals to ensure that we continually assess whether our approach is fit for purpose against the technology roadmap. To achieve this, you will need to be attuned to developments in technologies which may influence customers views and expectations of the service support of products.
  • You will regularly liaise with Senior markets/regional leads to track and report performance and determine budgetary requirements to ensure that all environments are resourced effectively.
  • Regularly audit the quality of service to establish adherence to agreed Dyson Quality service. Report findings at a regular cadence and recommend improvement programs and share with all market, CoE and Global stakeholders

About you

  • Proven strategic vision & delivery of superior aftersales processes & customer service support plans into multiple global service environments – with detailed understanding of impact across time, cost, and quality. This should also include an understanding of 3rd party support contracts.
  • Demonstrate the ability to utilise the internal systems and translate these complex data and KPIs into Customer Support activity. This will also include having a broad knowledge on the effect of local regulatory requirements on the Aftersales Process & Customer Support environment.
  • The experience and confidence in representing global support networks at Exec level discussions – with the ability to decide & implement high profile plans in sometimes challenging environments e.g., corrective actions.
  • Demonstration of an active role within a global cross functional executive committee who are guardians of Dyson product safety in all categories across all markets.
  • Experience in reviewing financial P&L’s at a global level & to focus in on cost opportunity. Comfortable discussing/deciding global support infrastructure spends based on multiple continuous improvement programs.
  • Delivery of programs turning commercial ambitions to operational working practice.
  • Proven record in the design, build and management of CS teams across different skillsets and different markets. Lead functional areas – set direction, build capability, inspire and motivate others & empower leaders to effectively lead their teams.
  • A positive and impactful communicator with excellent negotiation skills and the ability to ‘bring people with you’. Influencing across all hierarchy levels is critical to the success of this role.
  • The ability to make pragmatic decisions about business priorities in a fast moving, ever changing environment. Keeping a cool head and maintaining team equilibrium – sometimes across all time zones – is critical.
  • An excellent commercial acumen, comfortable with numbers and basic analytics
  • A proven ability to balance and champion business, brand and customer needs
  • Comfortable speaking to both technical and non-technical teams and engaging at all levels of the business
  • Confidence to make clear and well-thought recommendations to influence decisions
  • Passion for service and the role it plays in driving business growth.

Benefits

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

#LI-DYSON 


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.