Job description
Date: Feb 5, 2023
Brand: Luxottica (LoA Corporate)
Location: Mason, OH, US, 45040
Requisition ID: 768567
Position:Full-Time
Total Rewards: Benefits/Incentive Information
Position:Full-Time
Total Rewards: Benefits/Incentive Information
Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.
In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.
Supporting over 4,500 retail stores in North America, a career in our retail headquarters allows us to stay in touch with the end customer and use their ever-changing behaviors and preferences to shape our offerings of the best eyewear and services.
GENERAL FUNCTION
The Sr. Director, Customer Service provides strategic leadership and guidance for the customer care organization within Essilor Luxottica Contact Center. Ensure all customers receive service which is prompt, professional, courteous, and accurate. Develop and implement “best in class” Call Center strategies by ensuring performance and financial goals are met. Lead strong employee and customer satisfaction results while driving Contact Center effectiveness.
MAJOR DUTIES AND RESPONSIBILITIES
- Develop short and long term objectives and deliver on all performance metrics, both internal and client driven
- Develop, evaluate, and implement strategies to meet or exceed business objectives. Drive results and communicate outcomes to key leaders
- Build and develop a team that thrives on servicing customer as well as working together to achieve the company’s objectives
- Oversee recruiting, career development, and performance management of direct reports and second level reports
- Drive initiatives with internal teams including Workforce Management, Training, IT support, and other relevant partners to identify/suggest process improvements to ensure service levels are met or exceeded
- Lead continuous process improvement efforts to drive efficiency, reduce expenses, improve service levels and optimize customer satisfaction
- Frequent internal and external communication both verbal and written with Essilor Luxottica’s Brand Leaders, Vendors, Clients, and other related key stakeholders
- Collaborate with Business Integration team to develop methodologies for root cause analysis of frequent call types, and lead on initiatives to drive change in the organization to minimize these calls
- Partner with all Contact Center leaders to share best practices and strategies, driving consistency
BASIC QUALIFICATIONS
- Bachelor's Degree
- 12+ years’ experience in call center leadership
- 5+ years effectively managing vendor relationships and deliverables
- Experience making operational recommendations or return on investment analysis
- Strategic thinking and independent initiative to constructively challenge and impact the decision making process
- Ability to assimilate disparate information, construct hypotheses and formulate recommendations
- Demonstrated problem solving abilities
- Able to identify obstacles quickly and develop solutions that support the business
- Strong organizational/time management skills
- Demonstrated ability to lead a team, and motive others to achieve business results
- Ability to manage financial reporting
PREFERRED QUALIFICATIONS
- Master’s Degree
- 3 + years mangement experience in Retail and/or Healthcare
- Ability to work through ambiguity in a fast-paced, changing business environment
- Highly skilled in communicating results and key learnings with senior management and individuals unfamiliar with subject material
- Proven ability to plan, forecast and manage a budget
Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner).
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans receive preference in accordance with Tribal Law.
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