Mgr , Customer Vendor Management

4 days ago

Dublin, Dublin City, Ireland Marketo, An Adobe Company Full time

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
Adobe – An Award-Winning Employer Adobe believes in hiring the absolute best and that is why we are an award-winning top 100 employer.
Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the company's success.
Adobe is consistently ranked as one of FORTUNE magazine's "100 Best Companies to Work For."
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.
Customer Support & Sales usually refers to the help and advice customers seek when they buy a company's product, make use of its services, or face a breakdown.
Customer experience is bigger (more than the product, customer service, and the technology platform) and smaller (a single interaction with your company can create a lifelong association for a customer) than many realize.
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 centric, 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.You will drive management with a more rigorous, focused, and metrics-driven approach to streamline processes, increase productivity, manage outcomes to achieve the future state.
With this approach you will improve cost efficiency across our various agent teams through assessment of current process, 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, Sales as a Service, Customer Retention, Customer Support and Technical Support.Manage the relationship and operations of service delivery vendor partners.Deliver key customers, market insights, and find innovative ways to drive improvements across the global Customer Experience team.Provide consistent communication between Adobe and Partners, so that any service issues are highlighted, recommendations made, and targets achieved.Collaborate with stakeholders to design and agree service protection strategies.Lead for EMEA/LATAM region on Global Projects, as well as defining and implementing the region-specific goals and projects to drive performance improvement, engaging stakeholders across multiple teams.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 for the current day/week.
Identify any reasons for failure of an SLA (Service Level Agreements) and implement solutions.What you need to Succeed The right candidate will have over 5 years of regional experience working in customer facing roles, managing teams of 100+ managers and agents to deliver best customer outcomes.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 appropriately gather, integrate and interpret data then utilize a range of analytical tools to constructively challenge and test assumptions 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, managing expectations with key stakeholders.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 will be key to success.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 a plus.Experience within 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.
Learn more. 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
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.

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