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Global Customer Service, Change Management And Transformation Specialist
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With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and achieve fullness of life. Our mission is to provide services with trust and excellence to our partners.
About UsWe are a global organization working in nearly 100 countries with a team of over 34,000 staff. We are inspired by our Christian faith and committed to making a positive impact in the lives of vulnerable children.
Job DescriptionCustomer Service LeadWe are seeking a highly skilled Manager of Customer Service, Change Management, and Communications to join our Customer Relationship Management (CRM) team. The successful candidate will be responsible for leading customer service efforts, managing change management operations, and providing communications services to our Shared Services and Finance Customers.
The ideal candidate will have a strong background in project management, training, communications, customer service, and change management. They will also possess excellent business writing and editing skills, as well as experience in managing virtual teams and interacting with different levels of leadership.
Key Responsibilities:- Lead Customer Service efforts for Shared Services and Finance Customers.
- Manage the coordination of the Voice of the Customer (VoC) collection via surveys, complaint system, and all efforts related to the CRM-VoC.
- Support the analyses and administer the Voice of customer translation matrix and support the CRM Director in implementation improvement plans.
- Contribute to CRM's use of statistical information to create collaboration to improve customer decision-making, satisfaction & loyalty.
- Manage the creation of communication plans, communication projects, and Communication and CRM Staff Communication efforts for Shared Services and Finance Department Customers.
- Manage the implementation of communication plans that include communication pieces (written, printed, banners, teasers, training support material, website design and maintenance, research, interviews to collect information, story building, photography usage, basic translation, etc.).
- Manage the production of communication pieces: newsletters, announcements, periodical reports, reminders, help cards, videos, and any other piece of communication needed.
- Influence and maintain rapport with customers and stakeholders through continuous collaboration, responding to requests; arranging proactive meetings, and resolving concerns in the change management area for Shared Services (SS) and Supply Chain (SCM).
- Develop and identify potential people-side risks and anticipated points of resistance, make recommendations and influence change leaders and managers in mitigating change-related risks concerns, present reports, identify change agents, execute the proposed plans, etc.
- Lead Continuous Improvement projects.
- Reporting and Analysis.
- D deliver training with a high level of expertise.
- Other duties as assigned.
- Bachelor's degree in Business Administration, Journalism, Communications, Change Management, Public Relations, Advertisement, Graphic/Web Design, Customer Relationship Management, Project Management, or related field or its equivalent.
- Change Management Approach certification or equivalent.
- Yellow Belt certification or greater.
- Minimum of 5 years of Project management, Training, Communications, Customer Service, and Change Management experience.
