Associate Director, Global Customer Experience

Associate Director, Global Customer Experience

Job ID 2024-3618

Category

Sales

Job Locations

US-IL-Niles

Workplace Arrangement

Hybrid

Overview

Quality products require a quality customer experience!

As the Associate Director of Global Customer Experience, you will be responsible for creating and implementing strategic priorities to optimize the performance and modernize the processes of Shure's global after-sale customer care to complement Shure's Brand Promise.

You will focus your time on implementing best practices and influencing regional sales functions with a keen eye on exceptional service and support that leads to making customers have stellar experiences and interactions with the Company, whether it be fast / efficient repairs, acquisition of after-market parts, or ease of use of the tools of engagement we offer.

You will interact and collaborate regularly with other Sales Ops functions and various stakeholders across the organization.

You will also own the management of your team and be responsible for staffing decisions, performance appraisals, and pay reviews.

This role will be hybrid, based out of our Niles, IL headquarters.

Responsibilities

Responsible for strategic vision to innovate Global Service (post-sale) and Customer Service : assess, identify, prioritize, and execute a modern transformation of the Shure customer experience

• Adopt new solutions and technologies to optimize and scale business processes
• Scale efficiency and new ways of working as identified across multiple regional teams
• Develop and implement a comprehensive customer experience strategy aligned with corporate goals and objectives. This involves understanding customer needs and analyzing customer feedback to find opportunities for development and improvement when needed
• Align on the 360 of the customer journeys and name key touchpoints where customers interact with the company. Analyze these touchpoints to ensure excellence and consistency in service delivery
• Manage a team of diverse talents to provide guidance, training, and inspiration to set the stage for best-in-class global standards in service excellence
• Stay in touch with customer feedback via enhanced tools and processes to consistently track and understand the efficiency and effectiveness of global service and support strategies.

Work closely with cross-functional teams to develop and implement service process changes and enhancements to make Shure the gold standard service leader industry-wide

Qualifications

• Bachelor's degree in Engineering, Management, or related field.
• Minimum 10-12 years of experience in global service support with at least 3 years of management responsibility.
• Ability to work on complex issues where analysis of situations or data requires an in-depth working knowledge of service support.
• Knowledge and experience using SAP, S4 desired.
• Knowledge and experience using Salesforce desired.
• Ability to thrive in a matrixed organization and collaborate with others on goals from other divisions of the company
• Ability to participate in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people.
• Excellent written and verbal communication skills.
• Proven ability to influence cross-functional teams without formal authority.
• Proven track record of innovating solutions
• Ability to drive and take ownership of developing connections that help deliver what is best for customers, Associates, and stakeholders.
• Ability to approach new projects with an open mind.
• Ability to solve complex business issues from strategy to execution.
• Support team to disrupt, improve, and evolve way so of working when necessary.
• Ability to identify gaps and spot opportunities for improvement.
• Must be able to travel internationally 25% of the time.

WHO WE ARE

Shure's mission is to be the most trusted audio brand worldwide - and for nearly a century, our Core Values have aligned us to be just that.

Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability.

We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products.

Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure Incorporated is headquartered in Niles, Illinois, with remote and hybrid opportunities throughout the United States.

We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.

THE MIX MATTERS

Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates.

If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

WE GOT YOU - Our Benefits

At Shure, we prioritize the well-being of our associates. We offer competitive rewards packages that address physical, mental, financial, and overall well-being.

Our benefits include retirement savings plans, generous paid time off programs, employee discounts, professional development opportunities, work-life balance initiatives, employee recognition programs, commuter benefits, employee assistance programs, and volunteering / community involvement opportunities.

To learn more, visit our careers page at www.shure.com / careers

LI-HYBRID