AddressJob Description
Are you an inspiring leader of multi layered teams?
Bring your Customer Engagement and contact centre expertise to the table to lead our EMEA based Customer Engagement team!
Core Responsibilities
- Inspirational leadership of 350+ employees across multiple locations, including a direct team of Senior Managers, Managers and Specialists.
- Customer service excellence - successful operational delivery with a focus on continuous improvement.
- Owner of operational business decisions for the EMEA region.
- Regional figurehead and wide partner engagement.
- Development of global strategies for key topics or initiatives for all CSE and leadership of the execution globally.
- Protecting the company from reputational damage, ensuring child safety and compliance.
- Finding opportunities to drive value through Customer Engagement in support of our strategy of Building Direct and Lasting Relationships and execution of relevant operational initiatives.
- Leading through business transformation coupled with significant growth and global expansion.
- Finding new ways of driving loyalty, purchasing intent and advocacy.
- Identifying opportunities for cost avoidance, productivity, and automation.
Play your part in our team succeeding
This role is part of the Consumer and Shopper Engagement (=CSE) department, a team of around 1000 employees with offices in the UK, Germany, USA, Denmark, Singapore, and Shanghai, supporting 5 million Customer Engagements per year across multiple channels (phone, email, chat, social media, web, owned apps, and platforms). Our customers are based around the globe.
Our mission is to be the champions of customers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO® Brand!
The Director, Customer Engagement EMEA is a regional leader of 350+ multilingual employees based in our UK and Germany sites and is part of the CSE Leadership Team. They provide senior leadership and strategic direction to the Customer Engagement Team.
Do you have what it takes?
- Proven inspiring leadership experience to a large, diverse, and international team.
- Flexibility between collaborating strategically with senior stakeholders and motivating operational teams daily.
- Ability to lead through complex business change, digital transformation, and growth.
- Expert in customer experience design, digital Customer Engagement and loyalty.
- Experience in co-developing strategy with senior stakeholders.
- Ability to develop and communicate strategy to different audiences.
- Understanding of digital marketing.
- Experience in organisation design.
- Strong networking, influencing, and collaboration skills.
- Knowledge of German Labour law is advantageous.
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What’s in it for you?
Here are some of what to expect:
- Family Care Leave – We offer enhanced paid leave options for those important times.
- Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
- Wellness – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.
- Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
- Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
- Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.
Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
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