Retail Stores Global Customer Returns Program Manager
Date posted: 2012-08-01
The Microsoft Retail Stores are expanding internationally and we are seeking an experienced Global Consumer Returns Program Manager to join our supply chain team to develop and coordinate all aspects of the Online and Brick and Mortar returns processes. Working with cross-org, globally located teams, this position will manage the entire customer returns experience across several consumer product lines from the receipt of a returns notification to asset identification, reconciliation management, and product termination.
The Global Customer Returns Program Manager, in concert with Retail and Supply Chain Management, will be responsible WW for the teamsí attainment of the business plan; Customer Satisfaction, returns processed within SLAs, overall returns processing costs, and other operational measures.
Roles & Responsibilities:
1.Proactively drive, development and full implementation of returns processes across all teams, enabling scale and controlling cost as we scale into the various target regions.
2.Drive returns post-launch continuous process improvements by developing effective CSAT and operational metrics as well as internal feedback to ensure global customer return experience consistency and aggressive cost control.
3.Provide effective leadership support to the Retail Stores and Supply Chain teams, setting world class expectations for execution and performance within all internal and external teams to ensure attainment of operational metrics. Assist with ensuring appropriate resource allocation.
4.Develop deep and effective cross-team communication channels to keep a diverse group of stakeholders connected to project status, challenges, milestones, and results; and to share best practices.
5.Drive facilitation of regular team meetings, review sessions with teams, management and leadership as required driving a best in class global returns process.
6.Provide and/or facilitate mentoring, training and skill development of team members to drive attainment of business plan and ensure Team Members are in compliance with policies and procedures and that audit deficiencies are rectified.
Education and Experience Required:
1.Bachelor's degree with MBA or equivalent management qualification.
2.Supply Chain Returns Management experience of 5 years or more required.
3.Significant years of overall relevant business experience needed (Consumer Products Retail Support, Customer Service, Logistics, Vendor Account Management, Call Center Support, Budgeting, Repair/Refurb, and Depot/Whse).
4.Expert business systems knowledge needed (CRM software, Shipping/Receiving systems, Inventory and Supply Chain Management Software (SAP), MS Office, AP/AR, and Purchase Orders).
5.Experience in a multi-cultural environment with a track record in remote management required.
6.Process management / Project management / Quality management qualifications and/or experience required
7.In addition to English any of the following Languages would be highly advantageous;
EMEA: French, German, Italian or Spanish.
LATAM: Spanish, Portuguese.
APJ: Japanese, Mandarin, Korean.
Knowledge and Skills Required:
1.Excellent influencing skills; much of your team will not report directly to you.
a.The success of this role will depend on your ability to influence management and staff across many organizations, countries, and time zones
2.Excellent communication skills; written and oral
3.Professional acumen; comfortable working at senior levels in partner organizations, retail organizations, and internal management groups
4.Sound financial knowledge and understanding of accounting processes and procedures
5.Strong analytical skills; reporting, trend analysis, measures and metrics
6.Strong problem solving and change management skills
7.Empathy and cultural awareness
8.Experienced in global operations
9.Excellent organization and prioritization skills
10.Strong technology knowledge
a.Consumer Electronics Product knowledge
b.Technical or engineering background a plus
d.Keeps up with industry trends; considered an expert
11.Demonstrable experience working in customer centric roles
12.Strong interpersonal skills with proven ability to facilitate effective group sessions both in person and in virtual environments
13.Good motivator but also capable of working independently
14.Team player; collegial; good relationship management skills