TELUS Agriculture is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate, and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging, and financially rewarding.

HERE'S THE IMPACT YOU WILL MAKE AND WHAT WE WILL ACCOMPLISH TOGETHER

The GLOBAL HEAD OF CUSTOMER SUPPORT for Food, Beverage, and Consumer Goods of TELUS Agriculture has the primary objective of driving the vision for consistency in Customer Support standards and best practices. This Executive level position is accountable for shaping and delivering the business's consumer service propositions, in order to drive the overall performance of the department.

The Global Head of Customer Support balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations. The Global Head of Customer Support oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

HERE'S HOW

• Provide leadership and direction to the entire customer support department which consists of 120+ employees spanning the Americas, EMEA, and APAC regions

• This person establishes and oversees the adoption of the support department's vision, goals and objectives at all levels

• The Global Head of Customer Support leads ground support for customer support specialists and managers, developing and implementing efficient officers in implementing customer experience support plans 

• This is inclusive of leading analyses, workshops, and the development of recommendations for insights for review by executive leadership team and key stakeholder meetings

• In this leadership role, the Global Head of Customer Support ensures that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources

• They also ensure that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets

• The Global Head of Customer Support also evangelizes the importance of customer experience to the overall performance of the business and establishes him or herself as the go-to expert for senior management within various departments and the business at large

• The Global Head of Customer Support plays the lead role in strategy formulation for the customer support department

• They also oversee and determine key strategic direction and objectives of customer support department

• The Global Head of Customer Support drives necessary changes for the improvement of operating and organizational efficiency of the customer support team

• This role orchestrates the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team

• The Global Head of Customer Support also supports the relevance of the business's customer loyalty targets in order to ensure that they are communicated and applied correctly across department as a whole

• The Global Head of Customer Support is also tasked with a strategic role, where they measure the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence

• The Global Head of Customer Support also conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets

• The Global Head of Customer Support is also tasked with conducting financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department for the purpose of facilitating improvement in customer support initiatives 

• He/She additionally creates reports and strategic Global Head of Customer Support recommendations from various customer support research and analyses, which he presents to the Senior Leadership team and relevant stakeholders

• The Global Head of Customer Support is also in charge of managing both internal and external relationships on behalf of the customer support department

• This position is in charge of all top administration customer support management and stakeholders as well as engaging in direct interactions with the business's consumers..

HERE'S WHAT YOU BRING TO THE TABLE

• The Global Head of Customer Support must have a University degree in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field. The equivalent in working experience is also acceptable.

• A candidate for this position must have had over 7 plus years of working experience in customer support, preferably working as a Customer Support Director/Executive for a business within a fast-paced and competitive environment

• The candidate will also have vast experience in customer service research and analytical techniques

• A suitable candidate will also have had proven and successful experience driving positive change and influencing enhanced performance in a customer support department

• This candidate will also have had a proven and successful experience mapping customer journeys and creating customer support strategies

•  As a bonus, the candidate will also portray a deep understanding of the importance of aligning departmental targets with the business KPIs

• Having a strong CPG (Consumer Goods Package and Supply Chain) background and experience is a key factor.

• The efficiency of the entire customer support department is dependent on the clarity of communication relayed on junior customer support personnel by the Global Head of Customer Support

• The Global Head of Customer Support will need exceptional communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies

• The Global Head of Customer Support will also need to have excellent communication skills that will aid in the creation of engaging reports and presentations for senior customer support management

• They must also be capable of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner

• A suitable candidate will also demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation. The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies

• The Global Head of Customer Support must have an ability to think creatively and strategically,have the ability to multitask and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively under pressure and deliver results

• This candidate will have an ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.

• A suitable candidate will possess outstanding leadership skills. He/She will portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions

• He/She will also be an approachable and relatable individual, making it easy for junior personnel to follow in his direction and for senior customer support management to earn their trust and give credit to their insights and judgments

OTHER RESPONSIBILITIES:

• This role will be located in North America and can be remote

• This role will report directly to EVP, Food, Beverage and Consumer Goods

• Travel to various Exceedra Office sites including customers is required – approx. 30% travel

• Work closely with Sales, Marketing, Professional Services, Product Management, Customer Support, and Customer Success to assess customer satisfaction and risk, identify opportunities, and recommend a plan of action.

• Provide best practice recommendations to continually innovate in the support of our solutions

• Serve as a channel of feedback from the field to drive the evolution of our products and services

• Manage and evolve work products used in Support and Services

• Respond to customer escalations and requests as required

• Provide updates to Executive leadership on metrics pertaining to these components of the business

• Interact with the Product Development team to troubleshoot customer problems and resolve customer questions

• Review Customer product features requests with Product Management and Development

WHO IS TELUS AGRICULTURE?

Our growing team of global experts are passionate about leveraging our world-class technology and innovation to tackle one of the most pressing social challenges of our time – meeting increasing consumption needs. We believe that by delivering digital insights and solutions that empower and connect producers to consumers we can improve the quality, safety and sustainability of our food and consumer goods.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and restaurants. Our Solutions are comprised of the latest technologies to enable all organizations in agribusiness, animal health, food, beverage, consumer goods and retail: Exceedra, Agrian, TKXS, Farm At Hand, DecisiveFarming, Muddy Boots, AGIntegrated, Blacksmith Applications, Herdtrax and Feedlot HealthManagement Services.

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs to TELUS Agriculture. It doesn't matter who you are, what you do or how you do it, at TELUS Agriculture, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes?

At TELUS Agriculture, let's make the future friendly