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, 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
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 role
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