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Director of Customer Experience

Date: Mar 7, 2019

Location: Charlotte, NC, US

Company: Sealed Air Corporation

Sealed Air Corporation is a knowledge-based company focused on packaging solutions that help our customers achieve their sustainability goals in the face of today’s biggest social and environmental challenges. Our portfolio of widely recognized brands, including Cryovac® brand food packaging solutions and Bubble Wrap® brand cushioning, enable a safer and less wasteful food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.5 billion in sales in 2017 and has approximately 15,000 employees who serve customers in 122 countries. To learn more, visit www.sealedair.com.

Job Description

 
Directly responsible for leading and managing Customer Experience Operations to achieve performance excellence in the delivery of outstanding service for customers of the Product Care division in the NA region.   The role oversees ~60 subordinates, including 4 Supervisors, and approximately 55 Customer Experience Partners, reporting directly to the VP of Customer Experience, Global.  
 
The position also carries the responsibility for business alignment, and works closely with divisional and functional leaders in the region to achieve common goals.
 
 

Responsibilities

  • Establishes and leads a customer service organization that fully reflects the four pillars of the SEE Customer Experience Performance Excellence charter founded upon: -
    • Key measures in customer satisfaction, quality, responsiveness, productivity, and expense control;
    • Promoting and leading behaviors for service excellence;
    • Deploying global hardware and software tools that improve key measures and behaviors
    • Re-imaging processes through ingenious collaboration to simplify our businesses for the customer and to continuously improve internal performance
  • Leads the customer experience operations in exemplifying the Sealed Air Customer Experience Principles making Sealed Air a Formidable competitor
    • Right Capabilities
    • Creating Value
    • Reducing Customer Effort
    • Continuously Improving
  • Drive global initiatives in the region, such as Voice of the Customer, Business Continuity, Customer Experience Excellence (CXE) training, and Reward & Recognition programs.
  • Actively partners with the division and functions in the spirit of ingenious collaboration to accomplish mutual goals to drive successful execution of business improvement and innovation initiatives and support corporate goals.
  • Effectively lead change management programs and initiatives in the region to improve commercial value-add of customer service activities in the region supporting SEE competitive advantage.
  • Ensure the customer experience function remains the best place for the best people through development of our teams.  Ensure meaningful professional development occurs for CX staff members to enable them to be high performers in their roles and/or able to develop career pathways throughout Sealed Air organization.
  • Manage to global KPIs for Customer Experience, implementing effective reporting and monitoring, with actions and programs aimed at continuous improvement.
  • Management of regional customer experience budget.
  • To take a leadership role in improving processes, creating efficiencies and sharing working knowledge for the benefit of Customer Experience, Customers, & Sales, being an ambassador for the Sealed Air Customer Experience pillars of excellence and principles
  • Be a role model for the Sealed Air Vision, Mission, Values, and Core Competencies, and uphold through self and team all company policies and procedures.
  • Strive for excellence in exhibiting the Sealed Air leadership behaviors and promoting a winning performance culture.

 

Qualifications

 

Recommended competencies

  • Recognized significant accomplishments in previous roles including exemplary leadership
  • High level of computer literacy & knowledge of Enterprise Systems (SAP)
  • Ability to travel regularly within NA region and occasionally outside of this region
  • Strong empathy for customers.  Dedicated to high levels of customer service and meeting the needs of external and internal customers.
  • Comfortable operating with some ambiguity within a matrix environment and potentially conflicting priorities to deliver overall best outcomes.  
  • Superior communication skills effective at all levels of a diverse organization.
  • Demonstrated ability to work effectively with other functions & divisions in an interdependent organization to develop and achieve common goals.
  • Leadership skills with proven record of successfully coaching individuals and teams to strengthen the organisation
  • A passion for developing and motivating individuals to achieve their potential
  • A positive passion for leading change management.
  • Solid process and project management skills.  Understands complex workflows and has the ability to find ways to simplify them.  Knows how to efficiently organize people and activities, set priorities and maintain focus accordingly.
  • Strategic Agility and ability to adjust to effectively deliver required results
  • Business acumen to understand commercial drivers to financial success
  • Good analytical and problem solving skills
  • A proven track record of meeting/exceeding goals.

 

Education/Training:

  • Beachelors degree or equivalent work experience.
  • Six Sigma Training or Lean qualifications are an advantage.
  • Experience with SAP and Google tools

 

Requisition id: 26570 

Relocation: No  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. Sealed Air participates in the E-Verify Program (US sites only).

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