Our client is looking for a VP Customer Service SSA to lead and enhance the customer service function across the region. This role is integral to delivering exceptional customer experiences and driving operational excellence.

Responsibilities:

• Define and implement the regional customer service strategy aligned with global vision and business objectives.
• Set strategic direction and oversee operational plans, measures, and budgets to achieve targeted results.
• Influence and shape customer experience strategies to support the regional network.
• Lead and organize highly strategic activities with significant business impact.
• Ensure consistent daily operations of customer service teams, including KPI management and quality standards calibration.
• Act as a chief energy officer, fostering high engagement and motivation among regional customer service teams.
• Represent the region in global and regional executive committees.
• Analyze market and customer information to develop targeted customer service strategies.
• Provide expert input on regional business decisions and programs.
• Formulate and oversee regional customer service programs, policies, and processes.
• Drive innovation and identify appropriate technologies to enhance customer service management.
• Monitor customer feedback and implement sustainable solutions to improve service delivery.
• Benchmark and embed world-class customer service practices at the regional level.
• Collaborate with senior executives across functions to align customer service strategies with business objectives.
• Lead and develop the regional Voice of Customer team to enhance customer experience.
• Explore and implement digital solutions to elevate customer service standards.
• Manage critical agreements with internal and external stakeholders.
• Champion change, collaboration, and integrated solutions to address challenges.

Key Skills:

• Strategic leadership and vision-setting.
• Expertise in driving and executing customer service initiatives.
• Strong analytical and decision-making skills.
• Advanced knowledge of customer feedback mechanisms and key performance indicators.
• Ability to influence at an executive level and develop strong stakeholder relationships.
• Innovation and digital solution exploration in customer service.
• Change management and cross-functional collaboration.
• Talent management and leadership across diverse teams.
• Minimum 10 years of experience in a similar role with proven results.
• Previous leadership roles at a strategic level.
• Extensive experience in driving and implementing strategic initiatives.
• Logistics industry experience is advantageous.

Qualifications:

• Master’s degree preferred.

Contact information

Tamlyn Redmond