GE Appliances, a Haier company Consumer Relations Manager in Memphis, Tennessee

Job Location

USA, Memphis, TN

Job Posting Title

Consumer Relations Manager

The Challenge

The Consumer Relations Team Manager has management responsibility for CR Team Leaders and Advocates within Consumer /Customer Advocacy Operations. This individual is responsible for developing and managing a team of leaders whose primary goal is assisting Consumer/ Customer Advocates in delivering world-class problem resolution to GE Appliance consumers. CR Team Manager displays a sense of urgency and professionalism while working with GEA business associates to address and exceed deliverables. CR Team Manager ensures Leaders and their teams are focused on delivering the highest quality consumer experience while resolving matters expediently and within reasonable means leaving the consumer impressed that their case was handled with care. The Consumer Relations Team Manager role is key in building enthusiasm for the consumer and ensuring a strong service culture.

What you will Do

  • Achieve established guidelines for both internal and external quality scores for direct teams.

  • Achieve budget goals, operational measures, and productivity guidance.

  • Drive culture of Consumer First Advocacy with intent focus on highest quality.

  • Ensure Team Leaders are focused on cultural values to deliver consistent quality scores and consumer advocacy

  • Manage business objectives and quickly develop tactical plans to address business needs.

  • Identify problems and offer new ideas and approaches to improve productivity/quality.

  • Develop Team Leaders to focus on quality, organizational planning/staffing with eye toward growth and retention, ensure productivity improvements

  • Primary Liaison between CR Ops Director and Team Leaders, and their teams

  • Provide business metric and performance updates as well as plans for any necessary changes.

  • Participate in recruiting and retention efforts. Support Human Resources with employee relations, policy and procedure development, etc.

  • A Drive ASI Cultural Values and the ‘way we work’, ensuring delivery of consistent quality performance and World Class Customer Service.

  • Adhere to safety policies and procedures to ensure a safe work environment for all.

  • Other duties as assigned by the Sr. VP/Call Center Manager and CR Ops Director

What you need to Succeed

  • 4-year degree from accredited college or university and/or 2 to 4 years management experience in a dynamic consumer oriented environment.

  • Positive, enthusiastic leader with strong analytical and strategic skills. History of successfully managing direct reports.

  • High level of business acumen - significant experience in the development and implementation of business goals and strategies

  • High emotional intelligence with demonstrated track record of teamwork and team building.

  • Ability to work well cross functionally, and maintain coordinated efforts successfully with Consumer Relations Operations Director

  • Highest level of integrity and an outstanding reputation for business ethics

  • Strong problem solving skills; able to quickly assess market/operational issues and plan successful strategies to mitigate impact to customer satisfaction

  • Requires demonstrated leadership and organizational skills, as well as proven ability to manage multiple projects simultaneously

  • Position requires individual with proven leadership abilities to frequently make decisions which are restricted only by organization wide policies.

  • Exceptional interpersonal skills, ability to manage team of diverse skill sets and backgrounds toward common goal of consumer advocacy.

  • Strong written and oral communication skills; PC skills (Excel, PP, Word, Access)

  • Demonstrated ability to energize and motivate others

  • Individual may be required to make decisions in the absence of policy.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.