Associate Director of QSP Customer Care

Reader’s Digest Association (RDA) is a preeminent global publisher and direct marketer of a growing line of multi-media products that inform, entertain and inspire millions of people around the world. We publish 77 magazines, including 50 in-country editions of our flagship, Reader's Digest, and 27 other special interest magazines. 

 

In the past three years, we've had 14 new magazine launches worldwide, including our latest addition, Every Day with Rachael Ray, the industry's hottest and fastest-growing magazine. We have entered into10 more countries and diversified into more areas, including distribution, language products, TV, movies and the Web.  We now sell our products in more than 70 countries worldwide.  As our growth continues, so does our need for talent.

 

 

 

Position Title:  Associate Director of QSP Customer Care

 

Location:  Pleasantville, NY   



General Responsibilities:

-  Manage outsourced customer care vendor and offsite internal customer call centers in addition to onsite project manager

-  Develop strategies and implement improvements that will provide an excellent level of customer service to our internal and external customers

-  Build and manage teams that will be service advocates to our internal and external customers

-  Build and manage teams that will provide business intelligence about our customers that will drive improved levels of service

-  Manage and implement global customer care initiatives that include technology improvements and transitioning internal call centers to outsourced and offshore providers

-  Develop a unified customer care structure across all product lines that will provide service level consistencies and improve the overall customer experience to both internal and external customers

-  Develop customer care proposals recommending customer care improvements to senior management to obtain approval and financial investment

-  RFP management

-  Vendor contract negotiation

-  ROI analysis

-  Budget development

-  Domestic/Canada travel is required approximately 20% of the time, with 1-2 yearly trips abroad.

 

Qualifications:

§ College graduate, Advanced degree preferred

§ Highly Customer Focused 

§  5-7 yrs Customer Care experience managing offsite customer care vendor as well as internal customer care call center

§ Strong project management skills

§ Independent and self-directed

§ Strategic thinker

§ Experience developing cross departmental teams

§ Experience with process reengineering and redesign

§ Experience analyzing data and current processes in order to identify process improvements focused on providing an excellent level of service to our internal and external customers

§ Operations fulfillment experience preferred but not required

§ Experience transitioning call centers to off-site and offshore vendors a plus

 

Reader’s Digest offers an excellent benefits package, (401K) and professional growth opportunities.  Benefit Plans: Medical, Dental, Vision, Flexible Spending Accounts, Qualified Transportation Benefits, Hyatt Premier Legal Plan, Vacation Purchase
To apply to this opportunity, please click on "apply now"  or visit our career website: www.rd.com/careers and reference job posting number 3723BR.

Reader’s Digest is an equal opportunity employer committed to workforce diversity.