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Director, Global Customer Service Excellence
Why join us?
At Oxford, we connect people to exceptional places. And while we have 2 million daily customers, we think about our business one customer, one decision and one experience at a time.
You are a passionate and experienced catalyst and change leader that will partner with leaders throughout the organization to identify and drive global customer service excellence opportunities that matter to employees, customers and stakeholders.
You understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their culture to ensure the customer is at the center of every conversation.
As an inspirational leader, you bring broad and deep experience that enables you to advance our customer service commitments and execution throughout our global portfolio within Oxford teams and across our 3rd party partners.
In this role you will connect the economics of our real estate businesses by influencing our global organization in creating distinctive customer experiences, reducing churn and improving the cost to serve customers.
Most recently, our team has won industry recognition for our excellent Customer Service Program including BOMA Toronto (4 years in a row), National Pinnacle Award (3 out of 4 years), 2018 CSPN Customer Centric Culture Award and 2018 Customer Engagement Award.
Across business lines and around the world, Oxford’s team embraces the complex and tackles opportunities with speed and agility. We get stuff done, and have fun doing it.
Who Are You?
• You are a well-established and inspiring leader in the Customer Service space, recognized as an insightful business partner and astute problem solver.
• You have strong collaboration and influencing skills and can easily build your reputation as a smart, creative and results-driven partner to internal and external stakeholders.
• You share your perspective openly and actively listen to the perspectives of others to discover new ways to go beyond expectations.
• You take smart risks and learn fast, you scale fast and share fast. You are not afraid to experiment smartly.
• You challenge the status quo, simplify the complex and innovate with courage to build for the future.
• You see limitless boundaries and endless possibilities in connecting with others by working across borders, functions and business lines
• You are attentive, anticipate the needs of others, and follow through on your commitments to provide exceptional customer experiences. You work with purpose and make an impact with every interaction, every day.
Our culture is the reason that we love to come to work every day. We are proud to be part of the Oxford story, and we work together with purpose to deliver our mandate.
Key Responsibilities
• You will drive creativity and customer service excellence throughout the organization through leading the enhancement, management and evolution of our global customer service excellence programs and initiatives.
• Thorough your strong influencing and collaboration skills, you will provide a pivotal link between the customer service excellence governance structure and key asset classes, sites and regions.
• You will lead the global planning, development and implementation of customer service excellence programs that develops and enriches a customer-centric culture.
• You will establish various customer service metrics and KPI’s that drive organizational return on investment and conduct regular assessments of service excellence performance against defined KPI’s and metrics. (e.g. NPS, surveys).
• You will inspire customer service innovation and the leveraging of customer intelligence to further drive our customer service delivery.
• You will identify and integrate emerging customer service trends and best practices globally.
• You will utilize your deep understanding of our business, industry trends, customers and key challenges to help shape strategy.
• You will manage all program communications ensuring clarity of the program, vision, goals and objectives throughout the organization.
Education and Experience:
• Bachelor’s Degree in Business or related area or equivalent experience
• 5+ years’ experience leading Customer Services excellence programs within a large organization.
• 10 + years’ experience working in a service-oriented industry (e.g. hospitality, retail, travel, hotel)
• Strategic and visionary thinker with extensive program management experience to drive cross functional customer experience improvement programs.
• Experience with large–scale, enterprise–wide change and knowledge of change management and project management principles/methodologies/ tools.
• Passion for, and experience with driving customer service initiatives and programs
• Experience managing cross-functional teams with the ability to prioritize and influence people at a variety of levels internally and externally to achieve outcomes
• Proven track record in launching and executing multi-stakeholder projects on time and on budget
• Excellent interpersonal / relationship management and negotiations skills
• The ideal candidate will demonstrate the ability to be agile, organizational savvy and the ability to successfully collaborate with all levels within an organization.
• Strong business acumen and knowledge of customer service/service excellence trends
• Experience with advanced data analysis, survey design, customer/ employee journey mapping, voice of the customer and experience innovation.
• Outstanding troubleshooting and analytical thinking to resolve issues .
• Strong written and verbal communication skills.
• Experienced in budget management.
• Comfortable in ambiguous environments with changing priorities.
• Basic understanding of real estate fundamentals would be valued, but not required.
• CXPA and NPS certification is preferred.
• Some travel required.
Our story:
Oxford Properties Group connects people to exceptional places, and is the owner, developer and manager of some of the world’s best real estate assets. Established in 1960, it manages over C$58 billion of assets across the globe on behalf of its co-owners and investment partners. Oxford’s portfolio encompasses office, retail, industrial, hotels and multifamily residential and spans over 100 million square feet in global gateway cities across four continents. A highly disciplined and thematic investor, Oxford invests in properties, portfolios, development sites, debt, securities and platform opportunities across the risk-reward spectrum. With regional head offices in Toronto, New York, London, Luxembourg, Singapore and Sydney, its long-term approach to real estate investment aligns Oxford’s interests to its customers and the communities in which it operates. Oxford is the global real estate arm of OMERS, the AAA credit rated defined benefit pension plan for Ontario’s municipal employees. For more information on Oxford, visit www.oxfordproperties.com.
OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation.
You can apply to this opportunity by following the link here:https://clients.njoyn.com/CL2/xweb/xweb.asp?CLID=62132&page=jobdetails&jobid=J0719-0757&BRID=NE42682&LANG=1
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