Director, Customer Support
4 weeks ago
This role requires a Director of Customer Support to lead strategic account management, financial planning, and operational collaboration for Sephora's business at DSV Canada. Key responsibilities include developing strategic account plans, leading quarterly business reviews, managing large-scale projects, and collaborating with operations to ensure SLA achievement. The ideal candidate will possess exceptional client-facing skills, expertise in handling multiple projects, and the ability to drive continuous improvement.
Key Responsibilities:
- Strategic Account Planning & Business Reviews:
- Develop and implement a strategic account plan that aligns with Sephora's business objectives.
- Lead quarterly business reviews, presenting in-depth performance analysis, financial metrics, and strategic initiatives.
- Lead and manage large-scale projects, ensuring seamless implementation and execution between Sephora and DSV teams.
- Coordinate project timelines, budgets, and resource allocation, balancing the needs of multiple stakeholders.
- Collaborate closely with the operations team to ensure strategic account plans are translated into effective day-to-day service delivery.
- Monitor and enforce adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Act as the subject matter expert in advanced cost modeling and financial planning, leading the development and ongoing refinement of cost models.
- Lead the calculation and analysis of critical financial metrics, such as CPU, Percent of Sale, AOV, and yield.
- Act as the primary strategic advisor and point of contact for Sephora's senior leadership.
- Proactively identify and mitigate any risks that could impact Sephora's business.
- Implement best practices and continuous improvement initiatives to enhance operational processes.
- Leverage data and analytics to identify trends, make data-driven decisions, and optimize account performance.
- Build, mentor, and develop a high-performing team.
- Create a positive work environment that values diversity, promotes collaboration, and drives employee engagement.
About the Company: DSV is a global transport and logistics company committed to diversity and inclusivity in the workplace. We welcome applications from all qualified individuals and strive to provide an inclusive environment for all to succeed.
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