About the Role
The Senior Manager, Customer Experience and Support UK and EMEA Export will be responsible for rolling out the global customer experience and support strategy across the EMEA region. Reporting to the Senior Director of Customer Experience and Support, this role will focus on executing the global plan locally, ensuring alignment with global objectives while addressing regional needs. The Senior Manager will oversee key functional areas including Customer Support, Technical Support, Warranty & Repair, and Field Service within the EMEA region.
This is a remote, field-based role, however travel to Frimley in Surrey will be required on occasion.
Responsibilities
Customer Experience Implementation and Leadership:
- Execute the global customer experience and support strategy within the EMEA region, ensuring alignment with overall business objectives.
- Promote a customer-centric culture by championing customer feedback and incorporating it into regional operations.
- Identify and lead regional initiatives to reduce costs, improve repair rates, lead times, time to service, enhance distribution center operations, optimize field service support, and drive revenue growth.
Team Management and Development:
- Lead and develop a high-performing team of customer support professionals, technical support specialists, repair technicians, reverse logistics specialists, and field service professionals in the EMEA region.
- Implement training programs to ensure customer support professionals, technicians, and field service professionals are equipped to provide exceptional support.
Metrics and KPIs:
- Implement metrics, KPIs, and dashboards to measure the success of the customer experience and support strategy and ensure continuous improvement within the EMEA region.
- Track and report on customer satisfaction metrics, including NPS, CSAT, Customer Retention Rate, Customer Churn Rate, and Customer Lifetime Value.
- Track and report on service and repair performance metrics, including First-Time Fix Rate, Mean Time to Repair, Mean Time Between Failure, and Warranty Claims Rate.
- Track and report on field service performance metrics, including Response Time, SLA Compliance, Technician Utilization Rate, and Parts and Inventory Management.
- Track and report on service operations metrics, including Order Lead Time, Inventory Turnover, Backorder Rate, Shipping Accuracy, and Vendor Performance.
Cross-Functional Collaboration:
- Collaborate with cross-functional teams including Marketing, Product, Operations, and Sales to ensure alignment on the customer experience and support strategy and revenue goals within the EMEA region.
- Build and maintain strong relationships with key external partners including suppliers, logistics providers, and field service partners.
Technology and Self-Service Solutions:
- Implement the global technology roadmap and solutions to improve customer experience and cross-functional collaboration within the EMEA region.
- Work with IT and other stakeholders to identify and implement self-service opportunities for customers and partners.
Continuous Improvement:
- Continuously monitor customer feedback and market trends to identify areas for improvement and innovation within the EMEA region.
- Stay up to date on industry trends and best practices related to customer experience and support, and drive innovation and continuous improvement across the function.
Qualifications
- 10 Years Field Service or Support Center Experience
- 8 Years Management Experience
About Precor
Precor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers, trainers, business owners, and operators alike we take pride in offering world-class fitness solutions across over 13,000 facilities and 100+ countries. We sweat every detail to bring best-in-class product solutions into commercial facilities, meeting exercisers wherever they are: at work, at school, in the gym, or on the road.