Senior Director Peace of Mind Services North America
Charlotte, USA, America

In collaboration with the Group Head of PoM, develop and own the strategic plan spanning the Peace of Mind categories of Service & Repair, Spare Parts, Warranty, and the Consumer Engagement Services, Lead the Peace of Mind & Service team to be high performing, strongly engaged and exceptionally collaborative, with the consumer solutions at the center of their thinking, Be responsible for P&L, with focus on the profitability of our repair activity, the availability of our spares and driving the accelerated growth of our Extended Warranty and Repurchase. Be responsible for the leadership of prioritization, implementation, and transformation of processes, for significant IT infrastructure investment programs; currently ConCenT, Service Power, and Neptune. Collaborate with the CDI team to cross-functionally prioritize and deliver a digital end-to-end consumer journey for the service & repair touch-points (enabling the consumer to self-serve/get-help to suit themselves) that complement our non-digital (contact center and service technician) interactions, In collaboration with and giving input to the Global Head of PoM, co-create the Repairability agenda (hence the post purchase value propositions supported by durability and serviceability for commercially viable sustainable solutions) and adapting our business to positively adapt to new regulation and legislation. Working both Globally, and within the BA, to ensure category development of existing branded services (increasing value, installed base penetration and conversion) as well as innovating new branded services / and business models, that are prioritized and optimized using the installed base data and consumer insight, and that have very clear brand and value propositions.