Customer Experience Manager

2 settimane fa


Bardi, Emilia-Romagna, Italia Fives Intralogistics S.P.A. A tempo pieno
About this role

At Fives Intralogistics S.P.A., we are committed to delivering exceptional customer experiences. As our Customer Experience Manager, you will play a pivotal role in driving this mission forward.

Key responsibilities
  • Advocate a customer-centric approach throughout the survey process and within our service organizations and divisions.
  • Develop and execute a customer satisfaction survey plan, working closely with top management to ensure alignment with our business goals.
  • Collect and analyze customer feedback, identifying areas for improvement and opportunities to enhance our services.
  • Collaborate with cross-functional teams to implement continuous improvement initiatives and monitor key performance indicators (KPIs) related to customer satisfaction.
  • Escalate urgent matters to top management as needed, ensuring timely resolution and effective communication with customers.
  • Manage assigned resources and budget to execute activities effectively.
Requirements
  • 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.
  • Fluency in English and French language.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools.
  • Proficiency with Microsoft 365 package.
Preferred qualifications
  • Ability to travel up to 30% of the time to support our global operations.

Join us in shaping the future of customer experience at Fives Intralogistics S.P.A.



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