Customer Experience Manager
Pubblicato il 23-10-2026 - Schneider Electric in Conselve
pJoin 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. /ph3Accountability /h3ulliIncrease Customer Satisfaction and build strong relationships and trust with our Customers /liliDrive an end-to-end Customer Satisfaction approach that extends beyond Product Quality and encompasses the entire customer experience /liliRepresent the Cooling business in high level escalations with the proper level of speed, accuracy, and professionalism /li /ulh3Roles /h3ulliMonitors the Customer Experience satisfaction for the global Cooling business, across all their touch points /liliIdentify and support actions to address the root causes of customer satisfaction detractors, i.e. Escalations , CMIs, .... /liliSpecific focus on factors beyond Product Quality, such as FAT, On-Time Delivery, communication, responsiveness, and overall customer experience /liliMonitor Customer satisfaction on their main touch points: VIP Customer CSQ Lead, OQL, L4 Tech Support, CCC, Front-office, … /liliShare feedback with rest of the Cooling business and drive proper actions to improve Customer Satisfaction /liliShares the Customer Experience performance and warnings with the stakeholders /liliShare satisfaction performance, key loyalty drivers, elevate dissatisfaction warnings, and set priorities /liliEnsure customer centricity mindset: share best practices with customer journey in mind /liliIssue to prevention: Drive resolution of escalated cases with internal Cooling teams, and present solutions to leaders/teams at our Customers /liliDrives the quality actions, involving Commercial / LOB / Global Marketing / Global Supply Chain / Operations /liliIdentify dissatisfaction warnings and customer experience improvement priorities /liliAfter stakeholders agreement, engage the ad-hoc team across the organization to fix the issues /liliEnsure specific warnings and priorities detected are promptly managed and closed /li /ulh3Main interactions /h3ulliCustomers /liliCustomer Satisfaction Quality teams /liliCommercial teams /liliCooling Business and function leaders (Engineering, Manufacturing, Procurement, Projects, Services) /liliCountry / Cluster/ Zone / Region Leaders /liliAll employees /li /ulh3Key Metrics /h3ulliCustomer Overall Experience and across our touch points (Solutions/Projects, Services, Expert assessment, etc.) /liliSpeed and accuracy of the resolution for our top escalated cases,
and resulting Customer Satisfaction /li /ulh3Reporting /h3pReports to Cooling Customer Satisfaction Quality Director /ph3Profile /h3ulliUndergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing /lili8+ years experience in Quality/Customer Experience/Engineering/Manufacturing /liliStrong change manager, able to influence and drive alignment in a matrix organizations /liliCustomer Oriented mindset /liliExcellent communication and interpersonla skills /li /ulh3Potential Career Path /h3pTo CSQ Director or other Management role /ppAt Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. /ppOur Total Rewards is our way of saying: "We see you. We value you". It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. /ppSchneider Electric is there when it matters most to you /ppOur Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team: /ppCare for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: health and life insurance, paid time off, parental and care leave, flexible work options, support for chronic conditions, and confidential counseling for life’s challenges. /ppInvest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs: your base salary, short-term incentives or sales incentives, opportunities to own company shares, and retirement savings plans for your future. /ppGrow Your Skills and Career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our Schneider Career Hub for new positions, projects, and mentors, and learning platforms like Coursera to equip you with the skills for today and tomorrow. /ppTeam Up in the Workplace. We encourage teaming up through project opportunities on the Schneider Career Hub, smart ways to collaborate, celebrating contributions via a recognition program, sharing your voice in our engagement survey,
and fostering an inclusive, caring workplace. /ppSupport Your Community. We make a difference in your community with volunteer leave, programs through the Schneider Electric Foundation, and initiatives that support youth education. /ppLooking to make an IMPACT with your career? /ppWhen 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. /ppIMPACT 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. /ppWe 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. /pp€40 billion global revenuebr/+9% organic growthbr/150 000+ employees in 100+ countries /ppSchneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. /ppAt Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here /ppSchneider 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. /p #J-18808-Ljbffr