Senior Director, Global Customer Advocacy
On-siteSingapore, Singapore
Job Summary
Lead a global team to deliver Razer's best-in-class customer and technical support services, overseeing WW Call and Repair Center operational excellence across US, Europe, and Asia-Pacific. Develop and deploy global customer service strategies, manage post-purchase experiences, and utilize data analytics to drive improvements in net promoter scores and service level agreements. Build and lead a team of technical talents, implement case management systems, and develop processes to capture and resolve escalated support issues. Track and publish regular support metrics, collaborate with internal and external stakeholders on product enhancements, and foster a culture of continuous improvement.
Required Qualifications
- 10+ years' experience in global customer service
- Leading global functional team in driving customer advocacy in consumer electronics hardware and software organization
- In depth understanding of gaming technology
- e-ecommerce
- supply chain
- Ability to translate desired service level to budget requirements
- Strong project management and communication skills - planning, scheduling, prioritization and issues tracking & resolution
- Exceptional communication and interpersonal skills
- demonstrated ability to lead and work with global teams across multiple cultures
- Possess strong analytics skills - use data to drive decisions and improve performance
- Proven track records in leading global teams
- Ability to mentor staff
- build collaboration across disciplines to achieve company and business-unit objectives
- Excellent communication and presentation skills
- Ability to work under pressure and manage multiple activities concurrently
Desired Qualifications
- Experience in leading & direct management of third party outsourced vendors
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.