Mission:The Customer Experience Supervisor will be managing the operational activities of the Customer Experience teams, which include Customer Service as well as the Customer Inside Sales Specialist team, ensuring a consistently high-quality service is provided. This individual will contribute to the overall success of the Customer Experience transformation program.
Duties and Responsibilities
- Ensure the Customer Inside Sales Specialist team as well as the Customer Service team contribute to the business by meeting the required goals, in line with Domino’s global strategic plan & more specifically Domino North America’s five-year business plan.
- Work closely with the Customer Experience Manager to develop and manage the reporting progress at regular intervals.
- Complete performance management disciplines, including quality monitoring, skills assessments, observations, and productivity for each team member providing real time feedback in each induvial monthly 1-2-1 meeting.
- Provide guidance and leadership to the Customer Experience teams to ensure successful delivery of objectives
- Monitor NPS and complaints as it relates to the Customer Experience Teams
- Actively engage in Root Cause Analysis regarding complaints as it relates to the Customer Experience Teams and carry out corrective action
- Customer follow-up on all detractor cases is completed within 24 hours of submission. Detractor follow-up is thorough resulting in a satisfied customer upon case closure
- Conduct daily Level 1 team meetings with both teams to plan and prioritize each day, discussing any issues within each business area
- Actively participate in monthly Level 2 – 4 meetings. Reporting weekly on the Customer Experience Data in the Level 3 meeting and acting as a back-up to the Customer Experience Manager in the monthly Level 4 meeting.
- Conduct team meetings to review team dashboards as well as any other areas of business when necessary
- Continually make appropriate recommendations for process improvement as it relates to the overall Customer Experience
- Support the building of the Domino Brand and culture of engagement by modeling through personal leadership, attitude, behaviors and actions
- Manage the appraisal process twice as year as well as propose salary reviews and bonus payments for each team member
- Ensure processes are defined, communicated and adhered to
- Manage and schedule all time off requests
- Other Ad Hoc projects as required
Skills
- Positive and effective team player
- Excellent Communication skills
- Strong time-management skills
- Self-driven: knows how to prioritize and can focus on projects and tasks that are most impactful
- A leader possessing high levels of credibility with both customers and colleagues
- Ability to work with individuals and teams across multiple functions and with all levels of management
- Intermediate Excel skills
- Problem solving and innovation
- Adapting and responding to change
Personal Attributes
- High personal demands and standards
- Focused career professional
- Visible desire to deliver exceptional results
- Achievement orientation
- Tenacity
- Coping with pressure and setbacks
- Integrity
Domino Framework Leadership Behaviors
- Embeds Culture and Values – Helps team understand Leadership Behaviours and Values. Ensures continuous improvement projects in place in department. Champions safety and employee wellbeing.
- Leads to Deliver Results – Understands a P&L. Manages budget and costs. Systems & processes in place to ensure own team delivers. Contributes to KPI development & helps team understand path to success.
- Represents Goals of the Company – Understands Strategic Framework. Able to link departmental outcomes to team’s individual goals. Helps team understand deliverables & progress.
- Maximizing Performance Through People – Completes all elements of Domino People Manager Toolkit/training programme. Actively works on performance, development, and wellbeing of own team – collectively and individually.
- Experts in the Domino Business – Helps team navigate Domino’s commercial, operational, and administrative landscape.
- Manages Change – Understands and educates team on Change Management methods and tools. Aligns stakeholders and supports team to deliver measurable improvement.
Demonstrates the Domino Values
- Collaboration – We promote respectful collaboration with colleagues, suppliers, technology partners, distributors, and customers. Collaboration broadens perspectives, allowing us to challenge conventional wisdom, and achieve a better outcome.
- Listening – To maintain our expertise, the most important skill we will continue to improve is our listening. By listening to our customers and our people, and learning from experience, we will continually develop the insight to do better.
- Expertise – We differentiate through our people’s expertise, gained helping customers to improve production sustainability and profitability. We commit to continual learning and development, to provide ever better solutions.
- Ambition – We want to be a recognised leader in all our markets and the preferred partner for our customers worldwide. We want to make Domino a great place to work; an employer that people aspire to join. If we make mistakes, we will learn and improve.
- Responsibility – We deliver on our commitments to our customers, communities, and the environment. We take personal responsibility for our actions in all business dealings and decisions. We are open and honest, to form successful, long-term relationships.
EDUCATION and/or EXPERIENCEBachelor level degree in Business, Business Administration in Management or relevant 2 plus years work experience.
LANGUAGE SKILLSAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
REASONING ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit and taste or smell. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and peripheral vision.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and explosives. The noise level in the work environment is usually moderate and at site visits hearing protection must be frequently worn.
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