Customer Experience Manager

What will you do? Monitors the Customer Experience satisfaction for the global Cooling business, across all their touch points Identify and address the root causes for detractors of our customer Net Promoter Scores Monitor their satisfaction on their main touch points : web, PRM, 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, elevate 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 What qualifications will make you successful for this role? 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 What's in it for you? You can look forward to growing your career in a dynamic workplace with significant personal responsibility and flexible working models to ensure the right work / life balance. A dynamic and personal atmosphere, working across teams A company culture that encourages performance and cooperation An attractive compensation package including the comprehensive fringe benefits expected of an international company We are an employer that is characterized by both the appreciation and equal opportunities of our employees, a recipe for generating success. Every day, we empower employees to achieve more and experience exciting careers. Find out how our values and unique position make Schneider Electric the employer of choice - apply online today Let us learn about you Apply today. You must submit an online application to be considered for any position with us. This position will be posted until filled. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today Company Overview €36 billion global revenue 13% organic growth 150 000+ employees in 100+ countries #1 on the Global 100 World's most sustainable corporations Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. #J-18808-Ljbffr