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CX job vacancy of the week: Lego US

15th Dec 2021
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised. 

CX Vacancy of the week
 

This week: Director of Customer Service and Engagement, Lego US, (Enfield, Conneticut, USA)

Based within the global Consumer and Shopper Engagement (CSE) team, Lego US are looking for a customer experience professional who can bring a passion for leadership, customers, strategy development, innovation, and talent development to deliver great customer service and brand-differentiating experiences that make sure every conversation builds LEGO love!

Responsibilities

  • Inspirational leadership of the AMS 350+ strong CSE team, including direct line management of senior managers, managers and specialists across multiple locations (current and future).
  • Customer service excellence - successful operational delivery and performance.
  • Global strategic direction setting for the CSE operating model - locations, way of working.
  • Regional figurehead and collaborate across a network of senior stakeholders.
  • Protecting the company from reputational damage, ensures child safety and compliance.
  • Leading through business transformation coupled with significant growth and global expansion.
  • Driving and innovating digital engagement with consumers wherever they are, and building future-proof capabilities.
  • Finding new ways of driving loyalty, purchasing intent, and advocacy.
  •  Act as a guardian of consumer experience and brand reputation.
  • Actively play a part in deepening the level of engagement each consumer has with the LEGO brand.
  • Broadcast the voice of the consumer around the company.
  • Create value for money by continually improving efficiency.

Requirements 

  • Experienced professional who can lead through change.
  • Have a strategic and innovative mindset with a good understanding of digital customer engagement.
  • Solid background in customer service, contact centre and/or customer engagement with a reputable company.
  • Proven ability to lead through complex business change, digital transformation, and growth.
  • Knowledge of digital marketing.
  • Ability to develop and communicate strategy to different audiences.
  • Experience in co-developing strategy with senior stakeholders.
  • Understanding of ‘new’ markets (e.g. Middle East, Asia, LATAM).
  • Agile worker. 
  • Organisational design.

For further information and to submit an application, visit the Lego job board.

 

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