Customer Experience Director
JDA Software Group, Inc.
Sao Paulo, Brazil
há 9 dias

Job Description

About JDA Software Group, Inc.

JDA Software is the leading supply chain provider powering today’s digital transformation. We help companies optimize delivery to customers by enabling them to predict and shape demand, fulfill faster and more intelligently, and improve customer experiences and loyalty.

More than 4,000 global customers use our unmatched end-to-end solutions portfolio to unify and shorten their supply chains, increase speed of execution and profitably deliver to their customers.

Our world-class client roster includes 73 of the top 100 retailers, 71 of the top 100 consumer goods companies, and 13 of the top 16 3PLs.

Running JDA, you can plan to deliver. www.jda.com

Position Title

Customer Experience Director

Location

Virtual (Sao Paulo Brazil, Santiago Chile, Monterrey Mexico, Mexico City Mexico)

Overview

As a member of the Chief Customer Office, the Customer Experience Director is responsible for providing proactive and progressive leadership on customer initiatives and escalations, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, mission impact, loyalty, innovation and revenue.

Responsibilities

Customer Centricity Advocate

  • Promotes a customer centric culture
  • Identifies opportunities for improvements in customer experiences and ancillary sales; serves as a tireless advocate on behalf of the customer
  • Supports efforts to gain client reference status
  • Escalation Management

  • Establishes executive relationships in assigned accounts and serves as the senior escalation point
  • Engages in and assesses critical escalations
  • Identifies and facilitates cross-functional teams when necessary to resolve escalated issues and serves as the primary point of contact for the escalations
  • Owns and drives critical client situations to resolution and determines post resolution support requirements
  • Creates innovative yet practical solutions to satisfy customer’s business requirements
  • Manages conflicts with customers and negotiates Win / Win agreements
  • Serves as a liaison and attends and contributes to key meetings between the project team and customer contacts up to and including key executive project sponsors
  • Internal Relationship Management

  • Maintains consistent cross-department communication including sales, services, product development, support, marketing, and finance.
  • Prepares and delivers presentations for user, management, and executive level audiences
  • Maintains close working relationships with sales, management, consulting, customer support and product management relating to feedback from the customer
  • Assists customer-facing team in building a collaborative relationship that increases customer's perception of the value JDA brings to their business in order to expand future business opportunities
  • Process & Solutions Improvement

  • Conducts post-mortem analysis and identifies preventive measures that avoid recurrence of escalations
  • Translates customer feedback into actionable feedback for departments within the organization to deliver improved interactions
  • Examines trends in data to identify systemic issues and / or improvement opportunities
  • Trusted Advisor

  • Provides advice to customers regarding industry best practices in business process and software deployment methodologies
  • Demonstrates and communicates deep domain expertise and knowledge of the pertinent business processes (i.e., category management, replenishment systems or strategic merchandising systems).
  • Demonstrates JDA’s position as a thought leader in applicable business processes across appropriate industry verticals.
  • Required Skills

  • A background of extensive experience and success in deploying supply chain solutions in one or more of SCE, Planning / SCPO, Retail and Manufacturing
  • In-depth knowledge of relevant Supply Chain software solutions
  • Deep knowledge of the associated Supply Chain business processes
  • Knowledge and understanding of applicable Retail / Manufacturing / 3PL industry pain points and related cost drivers
  • Demonstrable ability to resolve difficult client situations, projects and programs.
  • Highly developed analytical and problem solving skills
  • Ability to develop and maintain strong, productive relationships with customers, partners and consultants
  • Outstanding customer-focused Account Management skills.
  • Demonstrated experience presenting and working with C-Level Executives
  • Exceptional facilitation skills (meeting sessions, conflict resolutions, brainstorming, etc.)
  • Excellent change management skills
  • Able to present information clearly and effectively to different audiences, balancing business, domain and technical questions as required
  • Strong matrixed people management skills with the ability to guide, mentor, coach and train others
  • Motivated, confident, self-sufficient, focused and determined
  • Immediately credible at senior management level
  • Strong pro-active communicator and presenter, able to influence and collaborate at all levels of organizations internally and externally to drive problem resolution
  • Able to bring creativity and out of the box thinking approach where required.
  • Comfortable operating in a highly matrixed environment.
  • Bachelor’s degree or equivalent expected
  • MBA or similar postgraduate business qualification desirable
  • Our Values

    If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers.

    Does your heart beat like ours? Find out here.

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