Customer Experience Manager

Join us as a Manager, Customer Experience and become the voice of our customers.

You'll lead journey mapping, drive experience improvements, and coach teams to embed customer-centric thinking into every decision we make.

Accountability

- Increase Customer Satisfaction and build strong relationships and trust with our Customers

- Drive an end-to-end Customer Satisfaction approach that extends beyond Product Quality and encompasses the entire customer experience

- Represent the Cooling business in high level escalations with the proper level of speed, accuracy, and professionalism

Roles

- Monitors the Customer Experience satisfaction for the global Cooling business, across all their touch points

- Identify and support actions to address the root causes of customer satisfaction detractors, i.e.

Escalations , CMIs, ....

- Specific focus on factors beyond Product Quality, such as FAT, On-Time Delivery, communication, responsiveness, and overall customer experience

- Monitor Customer satisfaction on their main touch points: VIP Customer CS&Q Lead, OQL, L4 Tech Support, CCC, Front-office, ...

- Share feedback with rest of the Cooling business and drive proper actions to improve Customer Satisfaction

- Shares the Customer Experience performance and warnings with the stakeholders

- Share satisfaction performance, key loyalty drivers, escalate dissatisfaction warnings, and set priorities

- Ensure customer centricity mindset: share best practices with customer journey in mind

- Issue to prevention: Drive resolution of escalated cases with internal Cooling teams, and present solutions to leaders/teams at our Customers

- Drives the quality actions, involving Commercial / LOB / Global Marketing / Global Supply Chain / Operations

- Identify dissatisfaction warnings and customer experience improvement priorities

- After stakeholders agreement, engage the ad-hoc team across the organization to fix the issues

- Ensure specific warnings and priorities detected are promptly managed and closed

Main interactions

- Customers

- Customer Satisfaction & Quality teams

- Commercial teams

- Cooling Business and function leaders (Engineering, Manufacturing, Procurement, Projects, Services)

- Country / Cluster/ Zone / Region Leaders

- All employees

Key Metrics

- Customer Overall Experience and across our touch points (Solutions/Projects, Services, Expert assessment, etc.)

- Speed and accuracy of the resolution for our top escalated cases, and resulting Customer Satisfaction

Reporting

- Reports to Cooling Customer Satisfaction & Quality Director

Profile

- Undergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing

- 8+ years experience in Quality/Customer Experience/Engineering/Manufacturing

- Strong change manager, able to influence and drive alignment in a matrix organizations

- Customer Oriented mindset

- Excellent communication and interpersonla skills

Potential Career Path

To CS&Q Director or other Management...