Manager, Customer Care

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

The Manager, Customer Care will plan, execute and maximize comprehensive, strategic business plans for BPO, resulting in the delivery of sales and profit growth of existing and new Dyson products. Manager will drive performance improvement across all service channels.  

About the Role:

Achieve Customer Satisfaction sales, profit and inventory goals. 

• Develop strategic plans for BPO to achieve the agreed upon targets. Drive performance to meet or exceed targets. 
• Specifically drive performance in following metrics (not all inclusive): 
  • NPS 
  • Post-contact survey satisfaction 
  • QA metrics 
  • Sales conversion and finished good sales 
  • Warranty support/exchanges cost efficiencies 
  • Average Handle time/Productivity and other efficiency metrics 
• Monitor performance and adherence to all other policies, processes and procedures which impact Dyson owners, operational execution and/or business trading profit 
• Manage resources for the best return on investment; analyze data and implement high quality solutions and actions to drive business proactively with customer or team
• Monitor all BPO sales and processes; assess risks and opportunities; communicate and implement best profit and high customer satisfaction solutions 
• Attend business reviews with vendors to discuss data included, but not limited to status reports, meeting agenda and minutes, current performance, action planning and risk assessment 
• Track and measure BPO performance by analyzing scorecard against Dyson KPI and SLAs to identify trends and gaps in learning for immediate performance improvement 
• Own and manage all billing and invoice related activities including approving accurate invoices from the vendor, including participation in the financial budget and forecast 
• Participate in all BPO meetings and ideation sessions 
• Assist in client proposals, contract/SOW negotiation and close agreements to maximize profits 
• Ensure the administrative duties such as submitting and/or processing new hire onboarding credentials and terminations are executed to deadline; seek ways to streamline and simplify this process 

Develop and manage relationships and processes with internal business partners. 

• Create positive working relationships across all levels of the business; ensure that BPO is aligned and maintain open and regular communication with BPO 
• Accountability for all business processes related to the position, for example accounts receivable, customer service, and all related administrative due diligence 

Fulfill other duties as necessary. 

• Relish the opportunity to pick up new activities that fall broadly in the purpose of the role
• Think outside of the box, identifying opportunities for improvement 
• Manage performance improvement projects as required 
• Identify problems and find solutions 

About You:

• Bachelor’s Degree required; concentration in business or related field preferred 
• 5+ years’ experience account sales and account management 
• Diverse experience supporting sales, operations, trade marketing, category management, and financial analysis required 
• Proven track record of budget/quota delivery 
• Demonstrate the ability to penetrate the appropriate customer, customer team, and internal functions to achieve maximum results on sales objectives 
• Ability to think strategically and develop long-term plans for channels, retailers, and products 
• Ability to provide insights to POS trends within account base 
• Proven negotiation and closing skills, both at the account and product sales levels  
• Good customer and cross functional interface capabilities 
• Excellent presentation and influence skills 
• Excellent math and analytical skills 
• P&L proficiency and ability to optimize return on investment 
• Ability to accurately forecast demand 
• Demonstrated proficiency in Microsoft Word, PowerPoint, and Outlook; advanced proficiency in Excel 
• Objective, enthusiastic, committed, flexible, diligent, conscientious 
• Full driver’s license with good driving record 
• Ability to lift, push, and pull up 50 lbs. 
• Ability to travel up to 50%, including ability to meet all requirements for international travel to vendor sites 

Benefits:

US FT Benefits Package

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.