Customer Experience Manager

1 settimana fa


Bardi, Emilia-Romagna, Italia Fives Intralogistics A tempo pieno
Job Title: Customer Experience Manager

As a key member of our team, you will play a pivotal role in driving customer satisfaction and experience improvement at Fives Intralogistics. Reporting to the Deputy CEO Services, you will be responsible for measuring and ensuring the improvement of customer satisfaction and positive experience.

Main Responsibilities:
  • Advocate a customer-first mindset throughout the survey process and within the service organizations and division.
  • Be responsible for the execution of the customer satisfaction survey plan approved by top management.
  • Collect feedback from customers regarding services/products and identify customer pain points.
  • Activate and follow-up actions and continuous improvement activities based on collected feedback.
  • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, actions, and continuous improvement actions, providing regular reports and insights to management and stakeholders.
  • Escalate to top management urgent matters as soon as they emerge by customers.
  • Be responsible for assigned resources and budget for executing the activities.
Key Skills and Abilities:
  • Strong analytical skills to interpret customer data and feedback.
  • Excellent communication and interpersonal skills to effectively collaborate with various teams and interact with customers.
  • Ability to develop and implement customer experience strategies and initiatives.
  • Problem solving skills, to identify and address customer issues, resolve conflicts, and create solutions to pain points.
  • Fluent in English and French language.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools.
  • Proficiency with Microsoft 365 package.
Requirements:
  • A willingness to travel (up 30% of the time) is required to successfully cover the role.


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