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, escalate dissatisfaction warnin
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 warnin