Territory Experience Customer Manager

John Deere; Parla; On-site; EUR 75,000 - 110,000; Full time

Job summary

John Deere GmbH & Co. KG is seeking a Territory Customer Experience Manager to lead and enhance the customer journey across the entire lifecycle of John Deere products and services.

This role partners with the dealer network to promote a customer-centric culture and ensure the highest standards of service and support within the Spain & Portugal region. The successful candidate will drive improvement initiatives, build organizational capabilities, and work across field, dealerships and

Qualifications

• Experience in customer support, aftersales, dealership development, service operations, or commercial roles.
• Technical Ag Machinery background and agronomy.
• Knowledge of the agriculture, construction, or equipment industry is preferred.
• Experience leading continuous improvement initiatives and cross-functional coordination.
• Experience working with dealer networks is highly desirable.

Responsibilities

• Lead initiatives to enhance customer experience across the product lifecycle.
• Collaborate with dealer network to strengthen customer-focused culture and service standards.
• Identify improvement opportunities and drive actions to increase satisfaction, loyalty and trust.
• Develop organizational capabilities and provide training to dealerships and customers.
• Regular customer visits and monitoring of machine performance with dealers; coordinate centralized support tools.

Skills

Customer experience

Dealer network management

Stakeholder management

Project management

Analytical thinking

Education

Bachelor's degree in Business Administration, Engineering, Agriculture, Marketing, or related field

Job description

Territory Customer Experience Manager (TCEM)

Location: JDISA (Spain & Portugal)
Job Grade: 7 Exempt

We are seeking a Territory Customer Experience Manager to lead initiatives that enhance customer experience throughout the entire lifecycle of John Deere products and services. This role plays a key part in strengthening collaboration with the dealer network, promoting a customer-centric culture, and ensuring the highest standards of service and support.

The successful candidate will act as a strategic partner to dealerships, helping identify improvement opportunities, develop organizational capabilities, and drive actions that increase customer satisfaction, loyalty, and trust.

• Problem escalation - dealer contact, helps to analyze and solve technical issues
• Develop skills of dealership team and customers to optimize machine performance and supports training
• Backup product support in field - Technical Communicator Coordination and support dealer knowledge center
• Customer Succes Journey execution by product/ dealer / Tech utilization and mainstream, ensures execution of all steps at dealer
• Regular customer visits - retention focus
• Work on machine monitoring center utilization with dealers
• Serves as the interface between the field, dealerships, and manufacturing plants
• Promote and facilitate the use of centralized support services and connected tools

What we offer

• An opportunity to shape and improve customer experience within a leading global organization.
• A dynamic and collaborative environment with close interaction with the dealer network.
• Exposure to strategic business initiatives and customer-focused transformation projects.
• Professional growth and development opportunities.
• The chance to make a meaningful impact on customer success and dealer performance.

Education

• Bachelor's degree in Business Administration, Engineering, Agriculture, Marketing, or a related field.
• Is required a strong.
• Knowledge about Ag field applications and agronomy

Experience

• Experience in customer support, aftersales, dealership development, service operations, or commercial roles.
• Technical Ag Machinery background and agronomy
• Knowledge of the agriculture, construction, or equipment industry is preferred.
• Experience leading continuous improvement initiatives and process optimization projects.Proven ability to work effectively across multiple functions and stakeholder groups.
• Experience working with dealer networks is highly desirable.
• Strong customer focus and passion for service excellence.
• Excellent relationship-building and communication skills.
• Strong analytical and problem-solving capabilities.
• Ability to influence and drive change without direct authority.
• Strategic mindset with a results-oriented approach.
• Strong collaboration and teamwork skills.
• Ability to identify opportunities and convert them into actionable plans.
• Willingness to travel regularly within the assigned territory.

We are committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified candidates regardless of background, and we believe that diversity drives innovation and better decision-making.

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