VP, Global Customer Service Engagement Centres

Customer Service Krakow, Poland


Description

VP, Global Customer Service Engagement Centres

Herbalife Nutrition GBSC Krakow

The Vice President of Global Customer Service Engagement Centres leads our global contact center organization and strategy to support Distributors and Preferred Members by promoting an effortless experience way of working across all critical front-facing service processes and contact channels while optimizing resources.

This position will be responsible for bringing a worldwide strategic and innovative vision, and high service standard, as well as ensure support to facilitate Members´ engagement, retention, and growth through the Global Business Service infrastructure. This includes front-facing skillsets such as Sales Order, Member Relations, Order Support, Records, Awards, Tech Support, and online Support Center, and may expand to include other service delivery areas in the future.

 This role will be responsible for:

  • Architect the Engagement Center organization to leverage and scale in support of business growth, while ensuring the right levels of service is offered to our Members in accordance with agreed the service levels defined internally by regions and markets for their Distributors and Customers
  • Lead the implementation of the Member Service Contact Center strategy within Project Thrive.
  • Lead Engagement Center technological transformation to keep platforms and functionalities updated according to industry´s standard. Drive the adoption of new technologies and contact approaches to enable our contact centers to become truly omni-channel and to provide extended service hours in an efficient way by leveraging our global operations.
  • Engaging internal stakeholders by promoting a member-centric effortless experience mindset, across the organization.
  • Act as a senior level liaison with region heads and other internal customers to ensure service delivery.

Our Requirements
  • 10 years of experience leading a Service and Contact Center; 15 years of experience preferred
  • At least 8 years of management responsibility.
  • Must have experience and passion for leading and running technical support and member services teams, global experience required.
  • Experience of leading a major business transformation exercise
  • Native English or as a second language Fluent & Advanced (C1/C2)
  • Bachelor´s degree (or 15 years of senior level management within this functional area).
  • Strong communication skills (verbal and written) to effectively communicate with high level executives and audiences.
  • Strong commitment to quality and process improvement.
  • Management of resources and timelines.
  • Service & Customer Oriented.
  • Communication skills with high level executives and audiences.
  • Creative & Innovation Management.
  • Ability to travel.
We offer:
  • Company laptop,
  • Personal development opportunities and access to online training environments as Herbalife Nutrition University, GoodHabitz and LinkedIn Learning,
  • International environment,
  • Attractive salary, bonuses and benefits package including Luxmed VIP medical package, MyBenefit System (Multisport or Cafeteria), private insurance, entertainment events and many others,
  • Good atmosphere at work and comfortable working environment with Herbalife products and game corner,
  • Flexible working hours,
  • Chance to share your ideas and continuously improve our processes,
  • Opportunity to build up your expertise through coaching, soft skills and training sessions.
Who are we:

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight-management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries. Herbalife is a publicly traded company on the New York Stock Exchange (NYSE: HLF) with more than 9,500 employees and millions of customers. The company reported net sales of $5.5 billion in 2020. 

Our company offers a culture focused on your career to help you expand your talents and a chance to change lives: https://iamherbalifenutrition.com/.

For 40 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.

How To Apply

If you want to be part of a business that values people as individuals as well as inspires and motivates its employees to succeed and expand their talents please apply via the link below: