Spin Master Games · 2 months ago
Director, Customer Operations
Wilton, CT
Full-time
Onsite
Director/Executive
$165K/yr - $175K/yrSpin Master Games is a leading global children's toy, entertainment and digital gaming company. As the Director of Customer Operations, you will focus on enhancing customer experience through strategic management of customer service engagement teams and driving process improvements across the organization.
Consumer Goods
Responsibilities
Proactive Direction and management of the order fulfillment process, to achieve top tier customer service and satisfaction, and achieve best in class customer scorecard metrics
International responsibilities including accountability of regional associates
Oversee all vendor agreements and New Vendor contracts to ensure Spin Master's Supply Chain Is positioned to deliver without incurring chargebacks. Responsibility Includes finding and fixing operational issues between Spin Master 3PL's. Contest chargebacks to drive cost savings
Actively drive seamless order execution through the reduction of ‘touches’, order cycle time, effective management of order incompletions (holds) and proactively work with cross-functional partners to root cause data errors impacting order processing
Escalate/communicate, and execute in solving service Issues to internal and external stakeholders on a timely basis with fact-based root cause analysis to drive corrective actions
Lead monthly, quarterly audits for the function to ensure requirements are met
Develop the achievement and maintenance of agreed customer service levels and standards, including all vendor routing and execution requirements
Partner with Supply Chain peers to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
Initiate and maintain regular dialogue and follow-up with key internal and external stakeholders (e.g., Credit, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance overall customer service and company objectives
Work collaboratively proactively with our commercial teams to find opportunities to improve the process data flow between our customers and Spin Master
Define and execute productivity KPI’s across organization and greater supply chain team
Conduct regular 1:1 sessions with direct reports, Commercial VP’s, to ensure continuity of performance and drive customer results
Comply with all company policy and procedures and make recommendations for improvements
Drive strong employee engagement through meaningful initiatives
Cultivate and maintain positive relationships with customers and internal stakeholders
Qualification
Required
CPG/Retail Supply Chain with management work experience
Experience with a Tier 1 ERP system (s4 Hana/SAP) required
Has worked on a business with global or regional exposure. Demonstrates an understanding of differences between countries and cultures
Leadership experience including supervision of direct/indirect reports
PL/budget experience
Benefits
Growth and Career Opportunities
Flexible Work Hours
Innovation, Collaboration and Fun
Comprehensive Benefits
Other fun Perks!
Company
Spin Master Games
Spin Master (TSX: TOY; www.spinmaster.com) est l'une des principales sociétés de divertissement pour enfants au monde.
Founded in 1994
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase