General Manager - Service

CASIO AMERICA, INC. has an exciting opportunity for a General Manager - Service opening in our Dover, NJ office. This role is responsible for planning, controlling and directing the activities of the Service Department by performing the following duties.

DUTIES AND RESPONSIBILITIES include the following:

Leadership and Strategy:

• Develop and implement a customer service strategy aligned with the organization's overall goals and objectives.
• Set clear performance goals and key performance indicators (KPIs) for the customer service team.
• Provide strategic guidance and direction to the team, ensuring alignment with the organization's vision and values.
• Foster a customer-centric culture and instill a strong focus on delivering exceptional customer experiences.
• Leads new product and technical services initiatives
• Identifies new market spaces and cultivates innovative ways of working by applying cutting-edge financial models, by adopting multisectoral approaches, and by effective partnering
• Forges partnerships with government, private sector, donors, Head Quarter and Factory in Japan and Asia and philanthropists to implement the technical agenda

Team Management:

• Recruit, train, and manage a team of customer service professionals, ensuring their skills and knowledge align with the organization's objectives.
• Provide ongoing coaching, feedback, and performance evaluations to drive continuous improvement.
• Establish effective communication channels and promote a positive and collaborative work environment.
• Develop succession plans and talent development initiatives to ensure a skilled and motivated customer service team.

Customer Experience Enhancement:

• Identify opportunities to improve the customer experience by analyzing customer feedback, survey data, and industry best practices.
• Collaborate with cross-functional teams, such as product development, marketing, and operations, to address customer pain points and drive customer-centric improvements.
• Implement customer service technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions.
• Enhance Social media communication to improve communication channel with customers
• Stay updated on emerging trends and technologies in customer service to proactively adapt strategies and stay ahead of the competition.
• Working with CS Ops to pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.

Technical Solution Service Enhancement

• Stays abreast of the evolving technical priorities, evidence, and trends in global health and positions the organization for success
• Executes technical vision and strategy to grow programming and impact globally and at country level by influencing systems change and through multilateral and private sector engagement
• Creates robust knowledge management systems and effective cross organizational sharing of lessons, best practices, and technical expertise across the organization
• Advocates for a multisectoral approach to achieving health and development goals
• Offers top-of-line support technically to the organization's global and bilateral projects
• Manage and standardize technical solution service level
• Implement safety measures in technical solution working environment

Technical solution training enhancement

• Oversees training programs on priority skills needed to effectively deliver on the technical agenda
• Develops and applies measures to track improvements in innovation and the skills sustaining them
• Creates communities of practices to help personnel generate ideas, to support best practices, to promote open innovation, and to ultimately increase impact
• Introduces group tools and processes that inspire innovative thinking
• Builds and fosters the development of a strong technical leadership team

Product Quality management:

• Analyze quality issues based on repair trend, initial defect and Report it to the Head quarter in order to find potential recall and any global quality incident.
• Support BU and Head Quarter to mitigate Quality issue

Performance Monitoring and Analysis:

• Monitor and analyze customer service metrics and KPIs, such as response times, resolution rates, customer satisfaction scores, and customer retention.
• Use data-driven insights to identify areas of improvement and implement strategies to enhance performance.
• Prepare regular reports and presentations for executive leadership, highlighting customer service achievements, challenges, and recommended actions.

Relationship Management:

• Cultivate relationships with key customers, strategic partners, Head quarter and factories and stakeholders to understand their needs, address concerns, and maintain strong relationships.
• Collaborate with sales and account management teams to ensure alignment and deliver a seamless customer experience throughout the customer journey.
• Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact customer satisfaction.

Crisis and Escalation Management:

• Develop and implement crisis management protocols to handle customer escalations and challenging situations effectively.
• Ensure swift and satisfactory resolution of escalated customer issues, maintaining transparency and professionalism.
• Identify systemic issues and implement corrective actions to prevent future escalations

MINIMUM EDUCATION and/or EXPERIENCE REQUIRED:

• Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred)
• Proven experience in a senior leadership role within customer service or a related field
• In-depth knowledge of customer service strategies, best practices, and technologies
• Strong leadership skills with the ability to inspire and motivate a diverse team
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels
• Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement
• Strong knowledge to utilize new technology and social media platform to enhance customer touchpoint
• Strategic thinking and problem-solving abilities, with a focus on achieving business objectives
• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences
• Experience in crisis management and handling customer escalations
• Proficiency in customer service software, CRM systems, and other relevant tools