Global Customer Service, Change Management And

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life.
We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children's life stories!
Key Responsibilities:
PURPOSE OF THE POSITION:
We're looking for a Manager of Customer Service, Change Management, and Communications to join our Customer Relationship Management (CRM) team - a team of communications, customer service, and change management professionals Supporting the Administration and Finance areas at World Vision.
Our mission is to provide services with Trust and Excellence to the Partnership and others.
The CS/CMC Global Manager leads the CS/CMC global team, being accountable for the Customer Service, Change Management, and Communications, operations, and defines its vision and strategy while providing the services to the World Vision Shared Services.
The communications services are provided to the World Vision Global Administration and Finance (CAFO) area, as well as to some other customers within the partnership.
AS A CS/CMC MANAGER, YOU WOULD BE RESPONSIBLE FOR:
Customer Service- Lead Customer Service efforts for Shared Services and Finance Customers.- Manage the coordination of the Voice of the Customer (VoC) collection via surveys, complaint system, and all efforts related to the CRM-VoC.- Support the analyses and administer the Voice of customer translation matrix and support the CRM Director in implementation improvement plans.- Contribute to CRM's use of statistical Information to create collaboration to improve customer decision-making, satisfaction & loyalty.Communications- Manage the creation of communication plans, communication projects, and Communication and CRM Staff Communication efforts for Shared Services and Finance Department Customers.- Manage the implementation of communication plans that include communication pieces (written, printed, banners, teasers, training support material, website design and maintenance, research, interviews to collect information, story building, photography usage, basic translation, etc.
).- Manage the production of communication pieces: newsletters, announcements, periodical reports, reminders, help cards, videos, and any other piece of communication needed.- Coordinate the generation of content for graphics, virtual, websites, presentations, and the like.- Systemise and standardise the work through integrated communications plans for all customers- Actively develop communication network and best practice opportunities throughout the Partnership.
Change Management-
- Influence and Maintain rapport with customers and stakeholders through continuous collaboration, responding to requests; arranging proactive meetings, and resolving concerns in the change management area for Shared Services (SS) and Supply Change Management (SCM).- Develop and Identify potential people-side risks and anticipated points of resistance, make recommendations and influence change leaders and managers in mitigating change-related risks concerns, present reports, identify change agents, executed the proposed plans, etc.-
- Act as the change management advocate across the Shared Services (SS) and Supply Chain (SC).
Additional responsibilities:
- Lead Continuous Improvement projects.- Reporting and Analysis.- Deliver training with a high level of expertise.- Other duties as assigned.
ESSENTIAL QUALITIES FOR THIS ROLE:
- Bachelor's degree in Business Administration, Journalism, Communications, Change Management, Public Relations, Advertisement, Graphic/Web Design, Customer Relationship Management, Project Management, or related field or its equivalent.- Change Management Approach certification or equivalent.- Yellow Belt certification or greater.- Minimum of 5 years of Project management, Training, Communications, Customer Service, and Change Management experience.- Superior business/technical writing and editing skills

Preferred skills/experiences include:
- Rich media experience.
Good knowledge and understanding of customer service, change management, and communications tools and best practices.- Website administration/maintenance experience- Experience managing people and virtual, diverse teams, and global teams.- Relationship builder.- Good time management and organization.- A holistic approach to customer service, change management, and communications.- Ability to manage and prioritize multiple tasks, and interact with different levels of leadership of the organization, while remaining calm and effective under pressure.- Experience in managing and developing talent within the workforce.- Experience with leading projects and successfully delivering project solutions to completion.- Strong influencing skills and negotiation skills in order to keep the scope of projects according to bus