Mgr , Customer Vendor Management

2 days ago

Dublin, Dublin City, Ireland Adobe Full time

Mgr , Customer Vendor Management page is loaded
Mgr , Customer Vendor ManagementApply locations Dublin time type Full time posted on Posted Yesterday job requisition id R154582
Our Company

Changing the world through digital experiences is what Adobe's all about.
We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences
We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.
We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours
Position summary: For Adobe, both Customer Service and Sales have been consistent functions that have seamlessly serviced customers and have led to positive customer sentiments over the years.
We are transforming these separate customer facing functions to become an integrated team now called Integrated Customer Experience (ICX).
The ICX team will deliver experiences that are proactive, personalized, and effortless to generate customer outcomes.
What You will Do: As the Sr Manager, Integrated Customer Experience (ICX) you will be responsible for leading a team across customer support and sales, driving initiatives and changes that take Adobe to delivering Integrated Customer Experiences.
You will drive ICX to deliver high-class Integrated Customer Experience through OKR's & KPIs, leveraging advanced technologies, predictive customer data analytics, and qualitative research to identify customer patterns, trends, and individual preferences.
The ideal candidate for this role will be customer-centred, looking for new and innovative ways to enhance our customer experience through sales as a service to our customers.
This role reports to the Group Manager for EMEA/LATAM ICX.
Responsibilities: Empower customers to solve their own problems through AI-driven search capabilities and seamless digital experiences.Reduce customer effort by eliminating friction across all touchpoints, such as repeat contacts, multi-channel hopping, agent transfers, and resolution speed.Integrate customer-facing agents with digital journeys and engagement funnels to predict the next best action for customers.Ensure each customer-facing employee has real-time data about the customer journey for a consistent, responsive, and wholesome experience.Drive management with a more rigorous, focused, and metrics-driven approach to streamline processes, increase productivity, and manage outcomes to achieve the future state.Improve cost efficiency across various agent teams through assessment of current processes, workforce management, and use of technology.Manage a team of Adobe Vendor Managers to deliver day-to-day operations across a wide group of areas, including Sales as a Service, Customer Retention, Customer Support, and Technical Support.Manage the relationship and operations of service delivery vendor partners.Deliver key customer market insights and find innovative ways to drive improvements across the global Customer Experience team.Provide consistent communication between Adobe and Partners, highlighting service issues, making recommendations, and achieving targets.Collaborate with stakeholders to design and agree on service protection strategies.Lead for EMEA/LATAM region on Global Projects, defining and implementing region-specific goals and projects to drive performance improvement.Review cost and budget accuracy at a weekly, monthly, and quarterly level.Provide valuable input into a long-term resource plan for customer service delivery.Review performance and forecast accuracy and devise an action plan as necessary.What you need to Succeed Over 5 years of regional experience in customer-facing roles, managing teams of 100+ managers and agents.Experience in technical support, sales as a service, or vendor management, preferably in technology or a related industry.Experience reviewing or driving financial goals.Experience in contact centre WFM, workflows, processes, and real-time technologies.Proven ability to gather, integrate, and interpret data, utilizing analytical tools to identify improvements.Ability to tailor complex information to the right level for an audience.Ability to work within a team and manage/prioritize workload effectively.Analytical and logical thinker with the ability to apply creative solutions to resource constraints.Proficiency in Excel with experience in reviewing dashboards.Cross-team coordination, project management, and excellent presentation skills.Some travel will be required for this role.Desirable Degree level or higher qualification in a business-related field.Fluency in English & a 2nd European language is a plus.Experience in complex, fast-paced environments, working with EMEA / LATAM languages and multiple sites.Experience using Adobe Creative Cloud products.Adobe is proud to be an Equal Employment Opportunity and affirmative action employer.
We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.
Adobe aims to make accessible to any and all users.
If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email ****** or call
About UsAt Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you're looking to make an impact, Adobe's the place for you.

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