Messages In This Digest (4 Messages)
- 1.
- Reminder: Free Networking event at Toastmasters in Putnam County on From: robertjzanfardino
- 2.
- Archived version of the 7/21/09 Vicki Causa internet show with Rob Z From: robertjzanfardino
- 3a.
- TBE Networking Group- Stamford CT From: mmacpa
- 4.
- VP Customer Care, Luxottica Wholesale NA - Port Washington, NY From: Ian Kennedy
Messages
- 1.
-
Reminder: Free Networking event at Toastmasters in Putnam County on
Posted by: "robertjzanfardino" zanfardino4@earthlink.net robertjzanfardino
Wed Jul 22, 2009 6:36 am (PDT)
Folks,
Clear your schedules, find a babysitter and keep open the evening of 7/29/09! Toastmasters District 53 / Putnam Speaks Chapter is proud to announce an evening with Vickie Causa.
Vickie is a recognized and seasoned Human Resource (H/R) executive who has traveled the world discussing all aspects of H/R. Using her exceptional communication skills, she has demonstrated the ability of identifying complex H/R issues across cultural boundaries and provide sound and implementable solutions.
As a published author and radio personality, Vickie clearly defines the obstacles and finds solutions for job seekers who have been adversely impacted by the economic downturn. Some of Vickie's works include: A Job Hunter's Guide, The ABC's of Job Hunting and The 1,2,3's of Nailing It.
Vickie' presentation is entitled: "Six Things You Need To Know To Land a Job", Here are just some of the highlights of this 90 minute seminar:
--How to leverage social networking in a job search (LinkedIn, Facebook, etc)
--Resumes and cover letters that work
--Learn the golden rules of networking
--How to ride the emotional wave of being unemployed
--Answering the tough interview questions
--How much do you know about job hunting today?
The doors will open at 7:00 pm. There will be a brief networking period from 7:00 until 7:30 and Vickie's presentation will start at 7:30 sharp and conclude by 9:00 with additional networking period until 9:15. Feel free to use these networking periods to exchange business cards and get additional information about Toastmasters from anyone of the members. Light refreshments will be served. We request that all depart promptly before 9:30
The Putnam Speaks Chapter is located: Guideposts, 39 Seminary Hill Rd, Carmel, NY, 10512. Please call or send me an email. Seating is limited and we request that you respond by 7/24/09.
Regards,
Rob
Rob Zanfardino,CC
Program Director
Chairman for Work Local First Program
845.226.6074
zanfardino4@earthlink. net
9 Margaret Drive
Hopewell Jct., NY 12533
- 2.
-
Archived version of the 7/21/09 Vicki Causa internet show with Rob Z
Posted by: "robertjzanfardino" zanfardino4@earthlink.net robertjzanfardino
Wed Jul 22, 2009 8:02 am (PDT)
Folks,
For those who could not listen to the show yesterday, here is the link that you can pass around:
http://chataboutit.mypodcast. com/2009/ 07/All_Things_ Employment_ July_21_2009- 224471.html
Regards,
Rob
Rob Zanfardino,CC
Program Director
Chairman for Work Local First Program
845.226.6074
zanfardino4@earthlink. net
9 Margaret Drive
Hopewell Jct., NY 12533
- 3a.
-
TBE Networking Group- Stamford CT
Posted by: "mmacpa" mmacpa@yahoo.com mmacpa
Wed Jul 22, 2009 6:33 pm (PDT)
The next meeting of the Temple Beth EL Networking Group will take place on Wednesday July 29th at 9:30 AM at Temple Beth EL in Stamford. The guest speaker will be Stanley Witkow of Stanley Witkow Associates. The topic will be telephone techniques for the perfect phone interview and how to deliver the perfect elevator speech.
Registration will start at 9:00 AM and the seminar will begin at 9:30 AM.
For further information and to register for the event, please go to:
http://www.eventbrite.com/event/ 386680572
Thanks,
Michael Arons
- 4.
-
VP Customer Care, Luxottica Wholesale NA - Port Washington, NY
Posted by: "Ian Kennedy" ikennedy@schegggroup.com ibkennedy47
Thu Jul 23, 2009 4:26 am (PDT)
Dear Friends,
Please respond directly to Pat Browne-Zak and mention my name.
Good luck, Ian
Ian Kennedy
President
The Schegg Group, LLC
Outplacement Search Coaching
<http://maps.google.com/ >maps?q=4+ Armstrong+ Road,Shelton, CT+06484, USA&hl=en
4 Armstrong Road
Shelton, CT 06484 USA
Work: (203) 538 - 8802
Mobile: (203) 241 - 4793
Email: <mailto:ikennedy@schegggroup.com > ikennedy@schegggroup.com
<http://www.linkedin.com/in/ibkenned >y
P Please consider the environment before printing this e-mail
<http://www.linkedin.com/e/wwk/ >630992/
Gilbert Tweed International
Executive Search
Headquarters: 415 Madison Avenue, 20th Floor • New York, NY 10017 • Tel. +1
212.758.3000
Stamford, CT • Boston, MA • Washington, DC • East Lansing, MI • Paris,
France • New Delhi & Bangalore, India
Position Specification -- Retained Search
Position: Vice President, Customer Care
Company: Luxottica Wholesale North America
Reporting to: Pierre Fay
Executive Vice President, Wholesale North America (division CEO)
Location: Port Washington, NY (NYC suburbs – Nassau County, Long Island)
The Company
Luxottica Group (NYSE/BIT: LUX) is the world's leading designer,
manufacturer and distributor of
prescription frames and sunglasses in the premium and luxury segments.
It is a global leader in eyewear, with nearly 6,200 optical and sun retail
stores in North America, Asia-
Pacific, UK, China and South Africa and a strong brand portfolio that
includes Oakley, Ray-Ban - the
world's best selling sun and prescription eyewear brand in the world - as
well as, among others, license
brands Bvlgari, Burberry, Chanel, Dolce & Gabbana, Donna Karan, Prada,
Versace and Polo Ralph Lauren,
beginning January 2007, and key house brands: Vogue, Persol, Arnette and
REVO.
In addition to an extensive global network, the Group manages leading retail
brands such as
LensCrafters and Pearle Vision in North America, OPSM and Laubman & Pank in
Asia-Pacific and
Sunglass Hut globally. The Group's products are designed and manufactured in
six Italy-based highquality
manufacturing plants, in the Oakley plant settled in California, and in the
only two China-based
plants wholly-owned by a premium eyewear manufacturer.
The Group's distribution network covers all of the world's key markets, both
wholesale and retail.
It is the leading player in the retail market in North America,
Asia-Pacific, UK, China and South Africa and
its wholesale distribution network covers 130 countries, with direct
operations in the world's 38 most
important eyewear markets.
Luxottica Group's brand portfolio currently has ten house brands and 20
licensed brands.
Luxottica Wholesale North America is the $400 million division of the
company's global wholesale
operation, selling Luxottica's products to wholesale customers, independent
retailers, department
stores, and sun specialty retailers. The division is located in Port
Washington, NY, just outside New York
City in Nassau County, Long Island's "Gold Coast" area.
GILBERT TWEED INTERNATIONAL Retained Search: VP Customer Care
Executive Search Luxottica Wholesale North America
Page 2 of 6
Over the years, Luxottica Group has achieved global leadership in the
eyewear industry thanks to its:
* vertically integrated design-production-distribution model, both wholesale
and retail, which is
unique in the sector
* wide-reaching wholesale and retail distribution network, which maximizes
the Group's capacity
to serve the market and keep distribution costs and times under tight
control
* brand portfolio, one of the strongest and most balanced in the industry
* high, and continuously improving, product quality
* production efficiency and flexibility, enabling it to rapidly address
changes in the market
* strong focus on pre- and post-sales services
Luxottica's Mission
Luxottica aims at protecting the eyes and enhancing the faces of men and
women all over the world, by
manufacturing and selling ophthalmic eyewear and sunwear characterized by
their high technical and
stylistic quality, in order to maximize its customers' wellbeing and
satisfaction.
Its eyewear and collections are the result of a continuous research and
development process, aiming at
anticipating and interpreting the needs, wishes and aspirations of people
around the world.
The company's technical and manufacturing expertise, a result of 45 years of
experience and our
commitment, allow Luxottica to reach high quality standards.
Luxottica's business is based on a continuous innovation of our
manufacturing technologies, the
research of style and design, the analysis of the evolution of people's
lifestyles, and the interpretation of
fashion trends.
The company's widespread distribution network and our sales chains have been
organized to offer a
high-quality before and after-sales service, at all times and anywhere. A
service that is homogeneous yet
non-standardized, because it is designed and suited to meet the specific
local needs.
That's why millions of consumers in 130 countries in all 5 continents have
chosen, & keep choosing
Luxottica.
Luxottica's Values
Luxottica Group is founded on the sharing and respect of certain key values:
* Respect and fairness among collaborators; well-being in the work
environment; the enthusiasm
and engagement of everybody involved in the company's life: from personnel,
to partners and
up to investors.
* A continuous commitment to maximize the value of each link in the business
chain.
* Complying with the legal regulations and customs of the countries where it
operates; protecting
the natural and social environment; abiding by the market rules, and
conducting fair relations
with competitors, suppliers and customers.
GILBERT TWEED INTERNATIONAL Retained Search: VP Customer Care
Executive Search Luxottica Wholesale North America
Page 3 of 6
Luxottica's design, manufacture and distribution activities follow these
guidelines:
* Ensuring always the highest product quality through a careful design;
adopting innovative
technologies in the manufacturing systems; defining high mechanical and
technical standards;
researching the best quality in the materials and components used, and
carrying out stringent
quality controls.
* Giving constant attention to before and after-sales service, adapting the
services and products
as required to suit the needs and characteristics of sales points &
consumers, wherever they are.
* Meeting the wishes of all consumers, by analyzing their needs, tastes, and
lifestyles as well as
fashions, and injecting them into the style and design of the company's
brands.
Pierre Fay, Executive Vice President Wholesale North America
Pierre Fay serves as the head of Luxottica Wholesale North America. Mr. Fay
is responsible for
marketing, sales, product and distribution for the various company divisions
including sports,
department stores, key accounts and independent optical professionals. In
his role, Mr. Fay has focused
on improving efficiency in sales and service by directing the changes needed
to reinforce the company's
commitment to its wholesale partners.
Mr. Fay joined Luxottica in 2005 bringing more than 20 years of global
fashion eyewear experience from
companies such as L'Amy U.S. and Silhouette Optical where he was President
of their U.S. subsidiaries.
Mr. Fay holds an MBA degree from INSEAD, Institut Européen d'Administration
des Affaires.
The Opportunity
Luxottica Wholesale North America is seeking an experienced world class
customer service executive to
transform customer-facing support at the division to a best-in-class
operation in short order as Vice
President of Customer Care. Reporting to the Executive Vice President,
Wholesale North America (the
division's CEO), the person in this newly-created role will set customer
service strategy, and develop and
implement results-oriented customer service programs that support corporate
goals and objectives.
The VP of Customer Care will lead a customer service and sales call center
of 65 employees that handles
4,000 to 6,000 calls per day on a 14,000 SKU product range from a base of
20,000 multi-segmented
customers, interface with a newly-created shared services organization, and
work with other divisional
and corporate executives to harness an innovative mix of people,
state-of-the-art technology and
programs to provide the highest level of service at the lowest cost. He/she
will also advise the
management team on potential improvements and opportunities based on signals
from customers and
the marketplace. Direct reports include Director of Customer Service, Senior
Manager Business to
Business, and Director of Learning & Development.
This is an outstanding opportunity for a recognized customer service subject
matter expert with an
existing track record of success.
Key responsibilities include:
* Provide overall vision, direction and goals for customer service team;
define the customer
service experience.
GILBERT TWEED INTERNATIONAL Retained Search: VP Customer Care
Executive Search Luxottica Wholesale North America
Page 4 of 6
* Analyze and assess business objectives and operations along with current
state of customer
service to develop programs and processes that enhance customer-facing
practices.
* Lead and manage call center.
* Develop, implement, monitor and provide a system of key performance
metrics for customer
service, satisfaction, and operational efficiency, continuously monitoring
metrics and tweaking
programs to increase customer satisfaction and achieve established goals.
* Effectively communicate and build cross-functional partnerships with all
levels of sales, shared
services (I/T, logistics, planning), finance and other executives and key
dependencies in order to
shape customer-facing strategies and programs and improve contact chain.
* Partner with sales team and other dependencies to improve customer
categorization that
provides appropriate call-routing, response times, and service levels based
on set criteria.
* Develop and implement training and performance-management programs for all
customer care
personnel that address product, service levels and other aspects of
operations.
* Work with management team to implement programs that support the
organizations
redeployment around newly-defined customer segments.
* Leverage state-of-the-art Genesys IVR platform, championing new technology
improvements
and system enhancements to meet business objectives.
* Define budget, staffing requirements and spending strategies that foster
growth while delivering
cost efficiencies.
• Build, train and develop a team of world class talent customer service
professionals who can
create and execute the functions critical to the success of the area.
• Provide reports to executive management as required.
Required Qualifications
The successful candidate will be a seasoned customer service leader with a
strong track record of
initiative and achievement in the areas of customer care strategy and
operations in equivalent or
greater scale operations at complex customer-facing companies highly
regarded for their customer
service practices. This person will be highly intelligent, polished and
business-savvy.
The VP Customer Care will possess:
• Minimum of 10 years experience in a customer service environment, with at
least five years in a
strategic management capacity in a customer-facing business.
• Track record of developing and implementing performance-driven customer
service initiatives
that deliver measurable results leading to the achievement of corporate
objectives.
• Excellent written/oral communication and influencing skills with
demonstrated success in
quickly understanding general business processes and developing
cross-functional cooperation
and relationships at all levels of the organization to drive results.
• Ability to think and plan strategically and tactically.
GILBERT TWEED INTERNATIONAL Retained Search: VP Customer Care
Executive Search Luxottica Wholesale North America
Page 5 of 6
• A diplomatic yet assertive style with unquestionable ethics, a flexible
personal style and ability
to balance an effective process orientation with a strong appreciation for
deliverables and a
keen awareness of the necessity for quick and decisive action in a
fast-paced environment.
• A reputation among peers, client executives and managers as trusted
subject matter expert with
demonstrated knowledge in world class customer service initiatives, call
center operations,
continuous process improvement, and quality measurement processes.
• Customer service training program development and implementation
experience.
• Experience working in shared services environments where people and
processes outside one's
direct control need to be influenced to achieve objectives.
• Background developing and implementing appropriate standard controls and
methodology to
manage costs while delivering exceptional customer service.
• Experience harnessing technological innovations such as the Genesys IVR
platform to achieve
objectives, keeping current on the latest technology improvements in the
field.
• Track record of building, training, motivating and managing teams that
achieve high levels of
success and flourish within organizations.
• A bachelor's degree (MBA or similar advanced degree preferred).
Compensation
A competitive compensation package will be offered to the successful
candidate.
Contacts
For additional information, please contact:
Patricia Browne-Zak Joshua Gitlitz
Managing Director Senior Consultant
Gilbert Tweed International Gilbert Tweed International
203-253-1405 mobile (preferred) 646-498-4183 mobile (preferred)
212-204-9495 office direct 212-758-3000 office
pbrowne-zak@gilberttweed. jgitlitz@gilberttwecom ed.com
GILBERT TWEED INTERNATIONAL Retained Search: VP Customer Care
Executive Search Luxottica Wholesale North America
Page 6 of 6
About Gilbert Tweed International
Gilbert Tweed International is a retained executive search firm with several
highly developed and
successful specialty practices. Founded in 1972, today the firm is one of
the top 20 executive search
firms in the United States and derives 92% of its business from existing
clients. Through our
headquarters in New York and offices in Boston, Stamford, Washington DC,
Europe and India, we serve a
broad range of clients ranging from Fortune 100 corporations to
entrepreneurial ventures, including not
for profits and educational institutions. Over the years the firm has
conducted executive search
assignments and established expertise in virtually every major industry and
organizational functional
area at the Board, C-suite, Executive Vice President, Vice President and
Director levels. Gilbert Tweed
International is a minority and woman-owned business.
This job description is intended to provide an overview of the requirements
of the position. As such, this is not
necessarily an exhaustive list of all responsibilities, skills, duties,
requirements, efforts or working conditions
associated with the job. Management reserves the sole right to revise job
descriptions and to require other tasks be
performed when the circumstances of the job change.
Need to Reply?
Click one of the "Reply" links to respond to a specific message in the Daily Digest.
MARKETPLACE
Change settings via the Web (Yahoo! ID required)
Change settings via email: Switch delivery to Individual | Switch format to Traditional
Visit Your Group | Yahoo! Groups Terms of Use | Unsubscribe
No comments:
Post a Comment