Customer Capability leader

hace 3 meses

Bogotá, Colombia Kimberly-Clark A tiempo completo

Description

About the opportunity

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. As Customer Capability leader you will be responsible for a unit in its initial phase that needs to be organized, propose new ideas, and standardize processes. You will lead actions between support for direct customers and distributors in the B2B sector. Your responsibilities will include reviewing KPIs, standardizing and continuously improving processes, as well as training and developing internal teams. The main objective is to take care of the customer and meet the SLAs expected by the organization.

About us

Huggies®. Kleenex®. Scott®. Kotex®. Kotex®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. ; you just need to log on 

Main Responsibilities:

Develops effective working relationships with key internal stakeholders in Supply Chain, GBS, IT and Commercial LT teams to gain understanding of key business objectives to consider when prioritising SME team work; leverages relationships to facilitate accomplishment of work within team Establishes processes and manages resources to ensure work is completed effectively and SME team meet/exceed KPIs. SME Team performance management; elevate team's performance by regularly reviewing Capability Matrix with team members, providing coaching/feedback, instruction and development guidance that build the skills required to excel in their current role and support career progression. Leverages systems to engage and retain talented individuals Accountable for creation, maintenance and delivery of the LATAM Customer Support' training program and Knowledge Base solution where materials are stored; prioritises training via Capability calendar and deploys SME resource to meet training requirements for all countries. Liaises with Customer Care Leader to agree and deploy SME resource to operational CS teams in exceptional circumstances (business continuity plan execution) Accountable for creation and maintenance of SME Team standard work and Visual Management; owns governance of the SME work prioritisation; creates processes to define and prioritise work alongside Customer Care Operational Leader; allocates resources and manages stakeholders expectations with support of Customer Care Operational leader Drives a compliance culture and owns the KCP Order Management audit governance and the other CSO process audits; accountable for the prompt execution of regular control checks; supports external auditors with Order Management expertise; has in depth knowledge of SOPs and is able to input to walkthroughs; recommends and coordinates corrective measure following Audit findings as relevant; Drives (ITB) Improve the Business work by effective prioritisation of Project & Enhancement activity with Sr Manager; submits BRDs to ITS/ITSBP, CRM as appropriate and attends ITS and CRM prioritization call; coordinates with OPEX & IT team to develop & maintain Customer Services operational dashboards. Leads or contributes to KCP Customer Services "Improve the Business" projects as assigned by KCP CC Ops leader Defines and work closely with CSO coordinators to define CSO Coordinators LSW, Ways of working and KPIs Work closely with CRM/ITS team to improve customer support platforms and services Lead customer communications aligned to areas and legal guidelines Recruitment of internal/external talent to ensure the team is appropriately staffed; new hire set up and creation of onboarding calendar with support of SME team.


About You:

5+ years experience in driving customer support/service programmes/teams and transformations that made an impact. 5+ years of experience managing initiatives for a B2B customer service teams. Nice to have knowledge SAP/Saleforce Strong project management delivery experience with strong facilitation skillsleading leaders to develop new ways of solving problems. Good command of English and Spanish is a must Experience in change management, co-creating vision, roadmap, strategy to execution and of websites, customer portals/hubs or other marketing applications. Demonstrated ability to prioritize multiple projects with great attention to detail, time management skills. Strong attention to detail, analytical acumen, and resilience under pressure. Ability to lead through ambiguity and is a creative problem solver. Flexible, versatile and copes well under pressure.

To Be Considered  


Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

Primary Location

Colombia- Bogota

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

  • Customer Capability Leader

    hace 3 meses

    Bogotá, Cundinamarca, Colombia Kimberly-Clark A tiempo completo

    **About the opportunity** You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of...

  • Customer Capability Strategist

    hace 1 mes

    Bogotá, Bogotá D.E., Colombia Kimberly-Clark A tiempo completo

    About the OpportunityYou'll join Kimberly-Clark, a 150-year-old market leader in the consumer goods industry, as a Customer Capability Leader. Our legendary brands, such as Huggies, Kleenex, and Kotex, are used by millions of people every day.As a key member of our team, you'll drive customer support excellence by building and managing a portfolio of iconic...

  • Team Leader Customer Service

    hace 2 meses

    Ubicación Colombia , Bogotá Peak Support A tiempo completo

    **Requisitos**: Are proficient in both verbal and written English, demonstrating strong communication abilities. Possess a robust background in performance management, showcasing the ability to drive results effectively. Are adaptable and flexible, willing to accommodate shifting schedules, work hours, and holiday shifts. Demonstrate exceptional coaching...

  • Specialty Care Business Unit Leader

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Gsk A tiempo completo

    About GSKGSK is a global biopharma company with a mission to unite science, technology, and talent to get ahead of disease together. Our ambition is to positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns. At GSK, we believe in the power of collaboration and innovation to drive progress in...

  • Customer Experience Director

    hace 3 semanas

    Bogotá, Bogotá D.E., Colombia Entrepreneur Cooperative A tiempo completo

    At Entrepreneur Cooperative, we are seeking a visionary leader to drive our customer experience strategy forward. As Customer Experience Director, you will play a pivotal role in shaping our customers' journey across all touchpoints.We are looking for an exceptional individual who can develop and implement a customer-centric approach that aligns with our...

  • Digital Project Leader

    hace 3 días

    Bogotá, Bogotá D.E., Colombia Softwareone Deutschland Gmbh A tiempo completo

    Why Choose SoftwareOne?We are a global leader in software and cloud solutions, with a strong presence in Colombia, Costa Rica, and the Dominican Republic. Our team of over 8,700 professionals supports approximately 65,000 clients in their digital transformation journey.The RoleWe are excited to announce an opportunity for a Digital Project Leader to join our...

  • Specialist Customer Success Manager

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Customer Experience Director

    hace 5 días

    Bogotá, Bogotá D.E., Colombia Entrepreneur Cooperative A tiempo completo

    Lead Customer Experience StrategistWe are seeking a seasoned CX Director to spearhead our customer experience initiatives at Entrepreneur Cooperative. This pivotal role demands exceptional leadership and a deep understanding of customer-centric strategies.About the RoleThis position plays a crucial role in crafting, implementing, and refining...

  • Task Leader

    hace 2 meses

    Bogotá, Colombia Tria Federal (Tria) A tiempo completo

    Who We Are: Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter,...

  • Sales Operations Leader

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia Adidas A tiempo completo

    **Job Summary**We are seeking an experienced Sales Operations Leader to join our team at Adidas. The successful candidate will be responsible for developing and deploying strategies to drive sales growth, while ensuring effective and efficient framework for the Customer Service organization.**Key Responsibilities**Develop and deploy strategy for the CS...

  • Global Diagnostic Solutions Leader

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Abbott Laboratories A tiempo completo

    **Company Overview**At Abbott Laboratories, we are a global healthcare leader creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.We offer a dynamic work environment where you can grow your career, care for yourself and family, be your true self, and live a...

  • Cloud Transformation Leader

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Amazon A tiempo completo

    Job DescriptionThe Cloud Transformation Leader role is a critical position in the Amazon Web Services Professional Services team, focusing on driving customer adoption and strategic partnerships.About the TeamWe're looking for experienced professionals to join our team of cloud experts. Our diverse team values innovation, collaboration, and customer...

  • Customer Experience Marketing

    hace 3 semanas

    Bogotá, Colombia International Flavors & Fragrances A tiempo completo

    Job SummaryIt’s an exciting time to be part of the IFF family. We are a global leader in taste, scent and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. We are very excited to welcome a new Customer Experience Marketing Manager to our team, and we hope it’s you! You will be responsible to...

  • Senior Cloud Solutions Leader

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Amazon A tiempo completo

    Job Overview A challenging opportunity has arisen for a Senior Cloud Solutions Leader to join Amazon's Professional Services team. This role will involve leading and/or supporting significant customer programs during the solution and pursuit stages, developing a long-term cloud strategy, and executing that strategy with customers. Key Responsibilities: ...

  • Senior Specialty Business Leader for Oncology and Hematology in Colombia

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia GSK A tiempo completo

    Leading the Charge in Specialty Care: A Senior Leadership OpportunityThe role of Senior Specialty Business Leader for Oncology and Hematology in Colombia is a critical position that requires a seasoned professional to lead the Specialty Business Unit with strategic direction, vision, and expertise. This leader will be responsible for developing and executing...

  • Ecommerce Experience Leader

    hace 1 mes

    Bogotá, Bogotá D.E., Colombia Sezzle A tiempo completo

    About SezzleSezzle is a cutting-edge fintech company that empowers consumers by increasing their purchasing power through interest-free installment plans at online stores, resulting in higher sales and basket sizes for eCommerce merchants.Job SummaryWe are seeking an Ecommerce Experience Leader to support end-to-end customer and merchant experience, design,...

  • English Speaking Customer Service Ambassador

    hace 4 horas

    Bogotá, Bogotá D.E., Colombia Teleperformance Colombia A tiempo completo

    Company OverviewTeleperformance Colombia: A Leader in Customer ExperienceWe are a global leader in customer experience innovation, with a presence in over 91 countries. Our company culture is built on the principles of empathy, responsibility, and proactivity.About This RoleWe are seeking an English speaking Customer Service Associate to join our team. As a...

  • AI Expert Leader

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia SAP A tiempo completo

    Unlock Your Potential with SAPSAP is a leading provider of enterprise software solutions, helping over 400,000 customers worldwide to work more efficiently and make better business decisions. As a company, we are committed to innovation, diversity, and inclusion, offering a collaborative and supportive work environment.We are currently seeking an experienced...

  • Customer Engagement Specialist

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Bruntwork A tiempo completo

    Company OverviewBruntwork is a rapidly expanding removal and body cleaning business in Brisbane, Australia, revolutionizing the local service industry with its commitment to excellence and customer satisfaction.About the RoleWe are seeking a highly motivated and results-driven Customer Engagement Specialist to join our team. As a Sales and Customer...

  • Brisbane Customer Engagement Specialist

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Bruntwork A tiempo completo

    This is a remote position. Work Schedule: Monday to Friday, from 8am to 5pm (6:00 AM to 3:00 PM in Manila Time) Client Timezone: Brisbane, AustraliaJob OverviewA thriving removal and body cleaning business in Brisbane is seeking a talented individual to play a crucial role in their continued success as a Sales and Customer Management Agent.About the...