Consumer Care Manager

You have experience, working as a call agent? You are passionate about consumer campaigns that have a real impact and where you can make a difference everyday?

You have had a first experience in leading a team?

If yes, please continue reading...

Organization

Our client is aninternational company that develops, manufactures and markets medical devices and services related to ostomy, urology, continence, skin care and wound care.

Description

You will be planning and executing consumer campaigns with the objective of increasing new sales and sales to existing consumers through a dedicated inbound Consumer Care. This involves managing existing Consumer base and developing new consumer relationships, identifying new opportunities and communication channels to be used for your lead generating campaigns. The Consumer Care Manager will be atrue cross-functional role and work with a range of market managers and Sales (i.e. OC, IC and PAI) and ensure we execute with excellence.

You will provide operational direction and lead the consumer care team to execute with excellence and deliver to targets. That means you will be responsible fordriving team performance including improving call-specialist skills through active coaching and training.

• Define and achieve specific sales, marketing and operational targets and KPIs, and deliver to the global KPI targets
• Develop integrated End-User lifetime marketing strategy together with local marketing directors and/or market managers, based on the global guidelines and tools.
• Seek out new revenue increasing opportunities and communication channels for new and existing consumers.
• Develop and execute lead generating campaigns for Consumer Care.
• Ongoing monitoring and refining of active campaigns to increase revenue and sales/ FTE
• Develop and apply the appropriate local tactics and activities to the above mentioned strategies.
• Leading and developing Consumer Care team
• Spend 30% of your time activelyleading your team, coaching, training and developing skills which will enable Consumer Care specialists to achieve their sales targets
• Set individual and team targets and conduct monthly performance reviews to ensure compliance with call strategy and quality levels
• Set direction for call strategy by providing relevant and up to date market intelligence translating consumer feedback to actual recommendations

Requirements

• Fluent in Dutch, French and English is a must (oral and written)
• Strong commercial focus with minimum 4 years experience as call center manager and experience of sales training/coaching
• Min. 2 years experience with consumer marketing with a proven track record of implementing successful End-User strategies using multiple channels
• Experience with process mapping and improvement andknowledge of database/CRM as well as telephony system
• High experience in skills-development includingtraining and coaching call center specialists
• Strong process and analytical skills with an analytical approach to marketing and sales - and an ability to identify and report on data trends
• Well structured with resource allocation and time-table planning experience

You are:

• Very structured and analytical
• High drive and opinion about how to make an impact and delivering results
• Power to influence and manage stakeholder andchange management experience
• Trueteam leader with excellent coaching, interpersonal and motivational skills in a change management situation.

Offer

We offer you the opportunity tobuild your career with a growing global company with a market leading sales and marketing operation in Belgium & Luxembourg. Your passion will be rewarded with a competitive salary package (including group insurance, car, bonus,…).

The only thing missing on the contract (CDI) is your signature!

Contact

If you have any questions or want to present yourself, do not hesitate to contact me. I am ready to answer all of your questions!

Andrea Baetens | 02 801 16 52