Emea Customer Service Manager
Current- Responsible for reporting on EMEA revenue, profitability, service costs, relating service efficiency monitoring and impact on cost calculation to ensure visibility and transparency;- Support the establishment of a global dashboard and reporting on local performance. Maintain EMEA dashboards on quality performance (Field Actions, L1 and L2 data, closure on time). Prepare data/KPIs for EMEA CHP quarterly management reports.- Work closely with local teams and management to provide actionable guidance in terms of performance improvement and process gaps. Participate in transversal projects and ad-hoc initiatives/workshops geared towards process improvements that support regional needs.- Monitor IB use, validate and make recommendations for best practices in EMEA by collaborating cross-functionally with all stakeholders in the organization. Serve as the EMEA gatekeeper for data accuracy of IB.- Support the service offer/pricing for distributors. Participate in the establishment of the indirect model for distributors by providing insight into local needs of a service structure that supports future business continuity and provide efficient tools. Champion for indirect model evolution of SIM.- Support senior business governance initiatives (GCS: PC obsolescence, software updates, Vilink targets) by liaising with various stakeholders to spot barriers in adherence and bring recommendations for improvement. Promote a consistent approach of the region to fulfill needs of business initiatives.- Participates in ad-hoc initiatives/workshops geared towards process improvements to support regional needs.