Global Head of Customer Advocacy

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Business Leadership
Job Code: 1689
The Global Head of Customer Advocacy is responsible to lead a global team to deliver Razer's best-in-class customer and technical support services to our global gaming community. Reporting to the Chief of Staff, you will be part of Razer's global leadership team and responsible for WW Call and Repair Center operational excellence and excellent customer experience. This role is located in Singapore but oversee functional leads located in US, Europe and Asia-Pacific. Beside profitability and operational excellence, critical metrics include net promoter scores, positive customer feedback and fulfilment of service level agreements.

Job Responsibilities

  • Develop and deploy Razer's customer service strategy to build strong customer engagement and excellent customer experience and services.
  • Own post purchase experience and customer support process to deliver quick resolutions to customer-impacting issues.
  • Build, develop and lead a global team of competent technical talents and problem solvers that work independently and collaboratively with other functional groups.
  • Develop and deploy global customer support case management system to deliver on defined SLAs.
  • Upgrade and scale critical processes across team to enhance customer value. Maintain service levels and continuously improve customer support services.
  • Utilize data analytics on reported metrics to identify and drive improvements in customer experience, business performance and team's productivity.
  • Develop processes to capture, track and resolve escalated support issues. Track and publish regular report support metrics, ie. 1st response time, customer satisfaction, issue resolution time and etc.
  • Work with both internal and external stakeholders to identify technical issues and implement product enhancements. Create and maintain system to document and communicate appropriate actions and responses.
  • Build culture of continuous improvement. Develop and lead global programs to drive continuous improvement and evolution of support offerings.
  • Implement systems & processes to enable scale-up and proliferation of support excellence.
  • Maintain a strong organization culture that fully embrace and perpetuate Razer's values and best practices.
  • Be an outstanding role model of customer and Razer brand advocate. Lead by example to demonstrate Razer's commitment and vision as a customer-centric company which put customers front and center.

Pre-Requisites

  • 10+ years’ experience in global customer service, esp. Leading global functional team in driving customer advocacy in consumer electronics hardware and software organization.
  • In depth understanding of gaming technology, e-ecommerce and supply chain. Ability to translate desired service level to budget requirements.
  • Strong project management and communication skills - planning, scheduling, prioritization and issues tracking & resolution.
  • Exceptional communication and interpersonal skills - demonstrated ability to lead and work with global teams across multiple cultures.
  • Possess strong analytics skills - use data to drive decisions and improve performance.
  • Proven track records in leading global teams. Ability to mentor staff and build collaboration across disciplines to achieve company and business-unit objectives
  • Excellent communication and presentation skills
  • Ability to work under pressure and manage multiple activities concurrently. 
  • Experience in leading & direct management of third party outsourced vendors highly preferred.