Business Director, Customer Satisfaction

Job Profile Summary
1. Support to improve service operation by establishing strategies, process checking and field auditing.
2. Support to improve service operation by managing internal key performance index, service marketing investment and working manual for field(subsidiary and etc.)
3. Carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.



Job Description
1. [Service strategy establishment] Establish a strategy to achieve service related goals. Supervise to manage progress.
2. [Audit] Direct to select audit resources to be in charge of checking, monitoring and improving internal and external customers’ payment amount.
3. [Performance management] Select KPI (Key Performance Indicator) for each business and supervise to improve the performance by setting up a goal.
4. [Customer satisfaction] Supervise to select and operate a vendor which will conduct survey on customer satisfaction by product and service satisfaction.
5. [Service marketing] Supervise and develop a campaign and service marketing plan to enhance brand awareness.
6. [GPPM (Global Policies and Procedures Manual) management] Make and collect a guideline by task related to service and supervise to manage it.



Additional information:
As an expert in the field, uses professional concepts in developing resolutions to critical issues and broad design matters
Works on issues that impact the success of business or addresses future concepts, products or technologies
Creates formal networks with key decision-makers and may serve as external spokesperson for the organization
Exercises wide latitude in determining objectives and approaches to critical assignments
May direct and control the activities of a broad function in one or more functional areas
Has overall responsibility for planning, staffing, budgeting, managing expense priorities and recommending and implementing changes and methods
Interacts internally and externally with executive-level management, requiring negotiation on extremely critical matters



Requirements
Requires a minimum 16 years of related experience and a Bachelor's degree, or 14 years and a Master's degree, or a PhD with 11 years experience.
Fluent in Korean and English