Customer Capability leader

Customer Capability leader

Job Description

About the opportunity

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. As Customer Capability leader you will be responsible for a unit in its initial phase that needs to be organized, propose new ideas, and standardize processes. You will lead actions between support for direct customers and distributors in the B2B sector. Your responsibilities will include reviewing KPIs, standardizing and continuously improving processes, as well as training and developing internal teams. The main objective is to take care of the customer and meet the SLAs expected by the organization.

About us

Huggies®. Kleenex®. Scott®. Kotex®. Kotex®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark; you just need to log on! 

Main Responsibilities:

• Develops effective working relationships with key internal stakeholders in Supply Chain, GBS, IT and Commercial LT teams to gain understanding of key business objectives to consider when prioritising SME team work; leverages relationships to facilitate accomplishment of work within team
• Establishes processes and manages resources to ensure work is completed effectively and SME team meet/exceed KPIs.
• SME Team performance management; elevate team's performance by regularly reviewing Capability Matrix with team members, providing coaching/feedback, instruction and development guidance that build the skills required to excel in their current role and support career progression.
• Leverages systems to engage and retain talented individuals
• Accountable for creation, maintenance and delivery of the LATAM Customer Support' training program and Knowledge Base solution where materials are stored; prioritises training via Capability calendar and deploys SME resource to meet training requirements for all countries.
• Liaises with Customer Care Leader to agree and deploy SME resource to operational CS teams in exceptional circumstances (business continuity plan execution)
• Accountable for creation and maintenance of SME Team standard work and Visual Management; owns governance of the SME work prioritisation; creates processes to define and prioritise work alongside Customer Care Operational Leader; allocates resources and manages stakeholders expectations with support of Customer Care Operational leader
• Drives a compliance culture and owns the KCP Order Management audit governance and the other CSO process audits; accountable for the prompt execution of regular control checks; supports external auditors with Order Management expertise; has in depth knowledge of SOPs and is able to input to walkthroughs; recommends and coordinates corrective measure following Audit findings as relevant;
• Drives (ITB) Improve the Business work by effective prioritisation of Project & Enhancement activity with Sr Manager; submits BRDs to ITS/ITSBP, CRM as appropriate and attends ITS and CRM prioritization call; coordinates with OPEX & IT team to develop & maintain Customer Services operational dashboards.
• Leads or contributes to KCP Customer Services "Improve the Business" projects as assigned by KCP CC Ops leader
• Defines and work closely with CSO coordinators to define CSO Coordinators LSW, Ways of working and KPIs
• Work closely with CRM/ITS team to improve customer support platforms and services
• Lead customer communications aligned to areas and legal guidelines
• Recruitment of internal/external talent to ensure the team is appropriately staffed; new hire set up and creation of onboarding calendar with support of SME team.

About You:

• 5+ years experience in driving customer support/service programmes/teams and transformations that made an impact.
• 5+ years of experience managing initiatives for a B2B customer service teams.
• Nice to have knowledge SAP/Saleforce
• Strong project management delivery experience with strong facilitation skillsleading leaders to develop new ways of solving problems.
• Good command of English and Spanish is a must
• Experience in change management, co-creating vision, roadmap, strategy to execution and of websites, customer portals/hubs or other marketing applications.
• Demonstrated ability to prioritize multiple projects with great attention to detail, time management skills.
• Strong attention to detail, analytical acumen, and resilience under pressure.
• Ability to lead through ambiguity and is a creative problem solver.
• Flexible, versatile and copes well under pressure.

To Be Considered 

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world.  We actively seek to build a workforce that reflects the experiences of our consumers.  When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender, identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law. The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.  

This role is available for local candidates already authorized to work in the role’s country only. Kimberly-Clark will not provide relocation support for this role. 

Primary LocationColombia- Bogota

Additional Locations

Worker TypeEmployee

Worker Sub-TypeRegular

Time TypeFull time