Customer Experience Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8mj7gy

Overview
In this role, you will champion the voice of the customer for the global Cooling business, leading journey mapping and driving improvements across the full customer experience.
You will coach cross-functional teams to embed customer-centric decision-making and manage end-to-end satisfaction beyond product quality.
You'll elevate and resolve top customer issues, monitor touchpoints, and shape actions that raise loyalty and trust.
This is a chance to influence how the business delivers value at scale and to partner with leaders across the organization.
Retribuzione / Benefits
health and life insurance
paid time off
parental and care leave
flexible work options
retirement savings plans
performance and development conversations
Responsabilità
Monitor customer experience satisfaction across global Cooling touchpoints
Identify root causes of dissatisfaction and drive actions to address escalations and CMIs
Focus on factors beyond product quality (FAT, On-Time Delivery, communication, responsiveness)




Share CX performance with stakeholders and elevate warnings to set priorities
Foster a customer?centric mindset and share journey best practices
Drive resolution of escalated cases with internal Cooling teams and present solutions to leaders/clients
Lead quality actions involving Commercial/LOB/Global Marketing/Global Supply Chain/Operations
Engage ad?hoc teams to implement fixes after stakeholder agreement and close warnings/priorities
Requisiti fondamentali
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 organization
Customer-oriented mindset
Excellent communication and interpersonal skills
communication
stakeholder management
change management
root cause analysis (implied)
customer journey mapping (implied)
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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8mj7gy