Description and Requirements

The APAC region contains some of the fastest growing Dyson markets. APAC is also one of the most complex regions in which we provide owner support with fast moving and varied digital ecosystems, a mix of subsidiary and distributor markets, different languages, varied cultures and high consumer expectancy all being influences that our service proposition must account for.

As Regional Customer Service Director you will be a key part of the Global Customer Service leadership team, leading the APAC Centre of Excellence to deploy the global strategy by building strong and effective relationships with the market teams and a strong alliance with your global counterparts and supporting functions. You will ultimately be accountable for the delivery of a highly advocated service offering that routinely performs to the required SLA's and KPI's and delights Dyson owners.

Market Overview:

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Function Overview:

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Accountabilities:

  • Managing the APAC Service Centre of Excellence, building a highly performance cross functional team to support the markets in the routine delivery of a consistent and optimised Customer Service across all relevant touch points
  • Ensuring that there are consistent methodologies and approaches to service activity across the region, where applicable, and be the protectorate of these. Balancing this consistency with the demands of local owner expectancy
  • Supporting the markets in the development of business cases for new commercial initiatives which support the wider global strategy and aligning these with the Global Customer Service Director
  • Developing ‘Joint business plans’ at a market level with the service and market leadership teams. Aligning on key strategies, managing these as a programme of work to ensure continuous improvement across all touch points
  • Be a key stakeholder on regional initiatives to ensure that owner support is enhanced, not compromised, by wider commercial ventures
  • Be the key contact for regional supplier relationships across our partner portfolio. Managing the relationship to protect the interests of Dyson and our owners
  • Assess where cross market consolidation can unlock improved performance and quality of service delivery for Dyson, across Contact Centre, Service & Repair and Digital support
  • Provide ‘rolled up’ activity and resource forecasts and budget submissions for the APAC region in line with the business schedule
  • Be accountable for the service performance of the APAC region, developing clear mitigation and recovery plans where improvement is needed
  • Drive the continuous development of our ‘sales through service’ approach, recognising the role that our service experts can play in helping owners to benefit from new technology where this is relevant
  • Ensure that all NPD launches are supported through a considered and well executed regional service approach, in line with the Group Service Design mandate
  • Support MDs by leading service development and management within distributor markets

Skills:

  • Proven success working at Customer Service Director level, preferably with a global retail or customer facing organisation 
  • Previous experience of scoping and delivering CS & CX strategies for APAC region
  • Experience of working cross-functionally with Global Digital, IT, Procurement and Marketing teams 
  • Excellent knowledge of APAC Digital Ecosystems (WeChat), and hand's on application experience is essential
  • Experienced in managing international teams, across culture and language
  • Excellent thought leadership 
  • Willingness and ability to travel internationally
  • Excellent English language capability, both written and verbal is essential
  • Educated to a minimum of degree level.

Benefits Overview:

Dyson Singapore monitors the market to ensure competitive salaries and bonuses. Beyond that, you’ll enjoy a transport allowance and comprehensive medical care and insurance. But financial benefits are just the start of a Dyson career. Professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.