Customer Experience Manager

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

Overview
In this role you will lead the customer journey for the Cooling business, driving end-to-end satisfaction improvements and coaching cross-functional teams to embed customer-centric decisions. You will monitor touchpoints, identify root causes of dissatisfaction, and steer actions with stakeholders to raise overall experience. The position offers visibility across leadership and opportunities to shape CX strategy in a global, matrix environment. This is a chance to impact customer loyalty and operational excellence at Schneider Electric.
Retribuzione / Benefits
health and life insurance
paid time off
parental and care leave
flexible work options
competitive pay
retirement savings plans
Responsabilità
Monitor customer experience across all touchpoints for the global Cooling business
Identify and address root causes of dissatisfaction (escalations, CMIs, etc.)
Focus on factors beyond product quality (FAT, on-time delivery, communication, responsiveness)
Share CX performance and warnings with stakeholders and drive actions




Lead end-to-end satisfaction initiatives spanning multiple functions (Commercial, Marketing, Supply Chain, Operations)
Drive resolution of escalated cases with internal teams and present solutions to leaders
Engage ad-hoc teams to fix issues after stakeholder alignment
Ensure timely closing of detected warnings and priorities
Promote customer-centric mindset and share best practices across the journey
Report CX performance to the Director of Cooling CS&Q;
Requisiti fondamentali
8+ years experience in Quality/Customer Experience/Engineering/Manufacturing
Undergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing
Strong change management capabilities and ability to influence in a matrix organization
Customer-oriented mindset and excellent communication and interpersonal skills
change management
stakeholder management
cross-functional collaboration
effective communication
problem solving
influencing without authority

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