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 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 closed

Main interactions

- Customers

- Customer Satisfaction & Quality teams

- Commercial teams

- Cooling Business and function leaders (Engineering, Manufacturing, Procurement, Projects, Services)

- Country / Cluster/ Zone / Region Leaders

- All employees

Key Metrics

- Customer Overall Experience and across our touch points (Solutions/Projects, Services, Expert assessment, etc.)

- Speed and accuracy of the resolution for our top escalated cases, and resulting Customer Satisfaction

Reporting

- Reports to Cooling Customer Satisfaction & Quality Director

Profile

- 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 organizations

- Customer Oriented mindset

- Excellent communication and interpersonla skills

Potential Career Path

To CS&Q Director or other Management role

At 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.

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Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

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€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider 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.

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