Customer Care Manager, B2C

We are on a mission to improve the world with our technology. Because eye tracking and attention computing are enabling technologies, people and companies around the world have used them to do amazing things like help diagnose brain-related diseases, uncover the secrets of reading, and identify when a person is falling asleep at the wheel. Come join us on our mission.
Headquartered in Stockholm — a European hotbed of tech start-ups, innovative ventures, and well-established engineering companies — Tobii has offices around the globe including Tokyo and Reston (US).
If you want to work with an enabling technology with the potential to help solve some of the world’s greatest challenges, then we might be the company for you. comfortable being on stage, working with presentation and learning.
The Customer Care Manager, B2C is reporting to the Head of Global Customer Care.
It is the CCM’s duty to manage the Global Customer Care B2C (Business to Consumer) Teams.
The Teams are represented in different locations, whereas China is the main location. The CCM must have extensive experience working with China, fluent Chinese is a requirement.
This role does not come with staff or HR responsibility, it is however a Global Supervisor responsibility.
The CCM shall oversee global process effectiveness, efficiency, productivity, and nurture Customer Satisfaction.

Responsibilities
The Customer Care Manager, B2C is responsible for the areas listed below.
Influence B2C processes, strategies, and ways of work on a global level
Establish a world class, efficient and Customer oriented Global Customer Care Department
Bring Customer Voice into the organisation to help improve and adapt future products and developments accordingly
Manage, mentor, guide and provide tactical and strategic direction for the Global Teams
Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
Define KPI’s, measure and demonstrate the productivity of the Global Team
Ensure Product Releases are according to predefined agreements



Requirements:
Ability to travel up to 30 days a year
Experience of working in a Global Organization
Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities
Ability to identify an initiative's impact on customer experience and balance with other priorities including cost and other strategic imperatives
Fundamental IT knowledge
Fluent in Chinese & English