Customer Support Leader

Company Description

We Empower. You Create.
There's a Musician in Every Human Being 
At Music Tribe, we believe that there’s a musician in every human being. Whether you play an instrument or simply enjoy listening to music, for us you are a musician. We are committed to making music accessible to everyone, regardless of your background or identity. Our mission is to bring people together and empower them through the universal language of music. Whether you're a seasoned musician or just a music lover, we welcome you to our Tribe.

Job Description

The VP of After-Sales Service will shape a world-class, customer-focused after-sales strategy for Music Tribe across global markets. This role involves building a robust network of third-party service centers, implementing an integrated service CRM and setting high service standards through SLAs to ensure consistent, quality support aligned with brand values.

Strategy
- Global Service Network Development: Identify, evaluate, and establish partnerships with third-party service providers in key markets, ensuring comprehensive global service coverage.
- Service CRM Implementation: Lead the design and deployment of a centralized service CRM system, tracking customer interactions and repair processes, with seamless integration across Music Tribe platforms.
- SLA Definition and Management: Establish and enforce Service Level Agreements (SLAs) with all service providers to maintain consistent quality, define key metrics, and ensure timely response and repair turnaround.
- Customer Experience Optimization: Develop a standardized, customer-focused after-sales journey that reflects Music Tribe’s brand values, including processes for repairs, warranty claims, and troubleshooting.
- Team Development and Training: Build and guide a global after-sales team, with a focus on training and quality control to maintain high service standards and support Music Tribe’s customer-centric culture.

Operations
- Service Center Management: Conduct regular performance reviews and corrective actions to maintain high service standards, ensuring SLA compliance through metrics on response times, repair turnaround, and customer satisfaction.
- Data-Driven Insights: Enable data analysis and reporting within the CRM to support informed decision-making and continuous improvement.
- Customer Feedback and Escalation: Gather customer feedback across channels, refining after-sales policies, issue resolution, and establishing swift escalation processes for non-compliance
- Process and Cost Optimization: Drive projects to optimize repair processes, reduce turnaround times, and implement cost-saving measures without compromising quality.
- Inventory Management: Oversee global parts usage and maintain efficient inventories to support timely service and minimize costs.

Compliance
- Regulatory Adherence: Ensure all after-sales operations comply with local and international regulations, coordinating with legal and compliance teams to meet global standards.
- SLA and Supplier Compliance: Enforce SLA standards with third-party service providers, tracking performance and addressing deviations promptly to ensure consistent quality.
- Risk and Escalation Management: Develop protocols for addressing SLA non-compliance, customer complaints, and service-related risks, with a focus on quick, effective resolution.
- Data Privacy and Security: Implement data privacy and security protocols across after-sales systems, ensuring customer information is protected in compliance with regional regulations.
- Cost and Budget Compliance: Oversee budget adherence and cost control within the after-sales function, implementing cost-effective practices that do not compromise service quality.

Qualifications

- Global After-Sales Expertise: 7 years of experience leading after-sales service or customer support functions in a consumer products environment, ideally with a global footprint.
- CRM and Technology Proficiency: Strong understanding and hands-on experience with CRM systems, including implementation and management of service-oriented platforms.
- SLA and Customer Satisfaction Focus: Demonstrated success in establishing and managing SLAs, consistently driving customer satisfaction, and maintaining high service quality.
- Operational Efficiency Leadership: Proven ability to optimize service processes, streamline repair times, and manage resources effectively to balance cost with quality.
- Analytical and Leadership Skills: Proven ability to make data-driven decisions, manage complex projects on time and within budget, and lead high-performance, customer-focused teams

Additional Information

Our Values
- Be Kind
- Be Clear
- Collaborate
- Deliver to Promise
- Celebrate

Our Culture
- Deeply Purpose Driven and Passionate
- Unstoppable Energy Giver and "Positive Troublemaker"
- Truly Customer Obsessed 
- Disruptive and Digitally Minded
- Social and Planetary Advocate