Customer Experience Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8je7jy

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

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8je7jy