As the Global Process Owner, you are the guarantor of the design, harmonization, convergence and optimization of Customer Care processes worldwide, supporting the Group's growth and efficiency ambitions
Job Summary
As the Global Process Owner, you are the guarantor of the design, harmonization, convergence and optimization of Customer Care processes worldwide, supporting the Group's growth and efficiency ambitions.
Lead multi-country transformation initiatives, identify performance levers, integrate market best practices, and drive the implementation of new service capabilities, tools, and workflows.
Define global performance indicators (KPIs) and SLAs, ensure tracking to prioritize improvements, and report on service performance trends.
Matching Summary
As the Global Process Owner, you are the guarantor of the design, harmonization, convergence and optimization of Customer Care processes worldwide, supporting the Group's growth and efficiency ambitions.
Skills & Requirements
Must-have
Global Process Ownership
Customer Care Process Design
Process Harmonization and Optimization
Cross-functional Collaboration
Transformation Initiative Leadership
Performance Indicator Definition
Customer-facing Roles
Nice-to-have
Agile Organization Support
Market Best Practice Integration
Consulting-grade Methodologies
Executive-level Communication
Diverse and Inclusive Workplace
Key Requirements
10-15 years experience in Customer Care
Experience in large-scale process transformation
Experience in matrix organizations
Mastery of process management methodologies
Experience with CRM and customer service platforms