Director, Customer Experience

CSA Group; Plattling; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading certification organization in Plattling is looking for a Customer Experience Lead to drive initiatives in the Medical, Industrial, or Home & Commercial sectors. The ideal candidate will have at least 5 years of TIC certification experience, excellent communication skills, and proficiency in English and German. This role requires on-site presence but allows for partial home office. Competitive growth opportunities and a supportive work environment are offered.

Leistungen

Company pension plan

Wellness program

Opportunities for employee participation

Qualifikationen

• Minimum 5 years of TIC certification experience or equivalent.
• Very good written and spoken English and German.
• Ability to work in a fast-paced team environment.

Aufgaben

• Leads the development of customer experience strategies globally.
• Acts as a resource to customer-facing staff for certification issues.
• Conducts customer service audits and customer calls.

Kenntnisse

Excellent communication skills

Interpersonal skills

Negotiation skills

Ability to influence

Ausbildung

University Degree or College Diploma in Engineering

MBA (preferred)

Jobbeschreibung

Employment Status:Regular Time Type:Full time BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from everyday household items to leading edge technology - to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary

Responsible for leading, developing and coordinating CSA Group’s customer experience initiatives for a specific Global Business Unit (Medical, Industrial or Home & Commercial) for all Regions globally. Accountable for administering our customer surveys and improving associated results, which includes bringing back learnings from customer service surveys to Operations and Commercial Unit.

Your duties

• Leads the development and execution of customer experience strategies for the specific country/region and respective global business unit.
• Acts as an invaluable resource to customer facing staff in Operations and the Commercial Unit to help resolve issues with certification projects and customer quotes.
• Developing and conducting annual ACDC in-person and online training to all customer-facing staff globally and within respective GBU to ensure each customer interaction is meeting or exceeding customer expectations.
• Conduct customer service audits for all certification staff annually. Involves outreach to clients to get their assessment of our service.
• Conduct customer calls for the purpose of determining customer service award winners in their respective global business unit.
• Completes in a timely manner, reach-out to customers and resolves customer service issues from customer survey results.

Preferred Education & Experience

• University Degree or College Diploma in Engineering or related fields – an MBA would be an asset.
• Minimum 5 years of TIC certification experience or equivalent, familiar with international and regional/country regulation, accreditation and notification requirements.
• Business planning/execution experience required for multiple markets.
• Excellent communication and interpersonal skills are essential.
• English and German language - very good written and spoken - is a must.
• Ability to work in a fast paced and team environments is critical.
• Ability to lead multiple stakeholders and balance competing priorities.
• Negotiation and diplomacy skills in managing stakeholder and internal issues.
• Ability to influence, build networks and get things done without traditional line-authority.

What we offer

• Innovative company with great growth potential and opportunities for employee participation.
• Internal networking with global experts.
• On-site presence is required. Partial home office is possible.
• Company pension plan
• Wellness program for a relaxed work-life balance
• Permanent direct employment and a future-proof job

Contact

Please provide your CV in English. CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued. Please contact us at [e-mail] if you require accommodation in the interview process.