Head of Care and CL Job at Nokia Nigeria

[Jobrib]

Job Title: Head of Care & CL

Reference: 000000099907

Location: Lagos, Nigeria

Organisation: Nokia Nigeria

General Purpose Description:

A member of Nokia's IMEA Care & Customer Logistics team, accountable for the execution and delivery of Care and Customer Logistics Services across West Africa. You will be charged with coaching and developing team members to deliver best in class Care experience, Logistics performance and Customer satisfaction.

You will have a proven track record of increasing customer satisfaction and operational efficiency. Support in driving team performance, people development and overall key performance metrics in the area.  Contribute in the development of Care and Logistics offerings, ensuring the deployment of effective processes, capabilities, solutions, systems & tools to improve operations based on defined common strategies and roadmaps. Drive the implementation of projects in collaboration with Customers and Nokia teams.  

Reporting Line: Head of Care, IMEA with dotted line to Logistics Director, IMEA

Key Deliverables:

•   Overall responsible for Care and Customer Logistics operations in West Africa

•   Analytics of operational data including consumer satisfaction for performance improvements

•   Financial accountability including, operating expenditure, business case analysis, creation and Return on Investment accountability

•   Launch readiness for new products and services

•   Support the development of the Sales Areas care and logistics execution and Customer service offering, in seamless cooperation with Trade Customers and Nokia Operations team

•   Responsible for the Care & Customer Logistics team key KPI's, optimizing service level, product delivery and availability through cost efficiency

•   Development and management of the Care channel and consumer experience

•   Actively participate in the capability development process providing local requirements

•   Vendor performance, efficiency and sustainability

•   Overall Cost and Talent management –

•   Cross functional alignment, communication and influencing

•   Authorized Service Partners & Trade Customer collaboration, including the influence and focus of trade customer profitability.

Qualifications:

Required Background and Competencies:

•   Bachelor's Degree

•   Minimum of 8 – 12 years supply chain management and customer facing experience

•   Background in Customer Service or Retail management

•   Solid understanding of Customer Service tools, trends and techniques

•   Leadership, communication and relationship management skills

•   Organizational awareness and alignment

•   Ability to work through complexity in highly matrixed environments

•   Effective decision maker with demonstrated ability to deliver and prioritize

A passion for the customer (voice of trade customer/end consumer)

Job: Services

Primary Location: NG-Lagos

Organization: Operations

Schedule: Full-time

Job Type: Experienced

Employee Status: Regular

Travel: Yes, 25 % of the Time

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