Manager - Customer Delivery Experience

Schneider Electric; Gurgaon; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Schneider Electric is seeking a proactive Customer Delivery Experience professional at our Gurgaon site. You will coordinate with the India region, drive customer issue resolution, and support delivery capabilities communication within CDX.

The role emphasizes analytics, governance, and collaboration across plants, logistics, and sales to enhance customer satisfaction. You will leverage SAP ERP, Medallia insights, and Tableau to monitor KPIs, prepare action plans, and contribute to the digital

Qualifications

• Minimum 4 yrs of experience in Customer Experience / Operations.
• B-Tech/Business Graduate and/or MBA
• Must have SAP ERP knowledge
• ERP Certification will be added value

Responsibilities

• Be a core member of the CDX team and actively contribute to the success of the function.
• Coordinate with stakeholders from India region to work closely on Customer issues, actions follow up and close looping with Customers.
• Coordinate within CDX in order to support communication of delivery capabilities.
• Manage development, deployment and adoption of Customer Process Capabilities.
• Support the monetized capabilities execution through the digital journey (mySE).
• Be part and contribute to Skill network and global CDX community.
• Drive actions for improving delivery reliability (OTD, AC2, NoR) for Customers in the region, engage with Plant/ DC logistics and planning teams.
• Support in organizing Customer connect sessions and digital events, follow up with Customers, prepare minutes and track closure of actions with stakeholders.
• Identify improvement areas by assessing gaps (KPIs/ Customer input), work with stakeholders on taking actions with strong governance
• Support the competition watch, the customer voice surveys (NSS & NPS), the direct contact with customers, the relation with BU’s and the customer research
• Support in Customer Connect Program to follow up on actions on regular basis, organize Customer callbacks (BU/ Sales in collaboration with Logistics network)
• Organize and manage leadership visit to Customers.
• Identify and drive analytics enhancement to speed up Customer issue resolution.
• Prepare weekly updates in the form of presentations on Customer voice surveys, track progress on actions on daily basis, prepare and present the same to management

Skills

SAP ERP knowledge

Collaborative customer/business intera

Medallia

Organizational skills

Communication skills

MS Office

Tableau

Pressure handling

Education

B.Tech / Business Graduate / MBA

ERP Certification appreciated

Tools

Tableau

Job description

• Be a core member of the Customer Delivery Experience team and actively contribute to the success of the function
• Coordinate with stakeholders from India region to work closely on Customer issues, actions follow up and close looping with Customers
• Coordinate within CDX in order to support communication of delivery capabilities.
• Manage development, deployment and adoption of Customer Process Capabilities.
• Support the monetized capabilities execution through the digital journey (mySE).
• Be part and contribute to Skill network and global CDX community.
• Drive actions for improving delivery reliability (OTD, AC2, NoR) for Customers in the region, engage with Plant/ DC logistics and planning teams.
• Support in organizing Customer connect sessions and digital events, follow up with Customers, prepare minutes and track closure of actions with stakeholders.
• Identify improvement areas by assessing gaps (KPIs/ Customer input), work with stakeholders on taking actions with strong governance
• Support the competition watch, the customer voice surveys (NSS & NPS), the direct contact with customers, the relation with BU’s and the customer research
• Support in Customer Connect Program to follow up on actions on regular basis, organize Customer callbacks (BU/ Sales in collaboration with Logistics network)
• Organize and manage leadership visit to Customers.
• Identify and drive analytics enhancement to speed up Customer issue resolution.
• Prepare weekly updates in the form of presentations on Customer voice surveys, track progress on actions on daily basis, prepare and present the same to management

Desired skills

• SAP ERP knowledge
• Strong collaborative Customer/ Business interaction and management
• Medallia (Customer voice platform)
• Strong organizational skillset
• Excellent communication skills and ability to present to wider audiences including Customers/ Management/ leadership
• MS Office
• Tableau
• Ability to work under pressure

What's in it for me?

• Minimum 4 yrs of experience in Customer Experience / Operations
• B-Tech/Business Graduate and/or MBA
• Must have SAP ERP knowledge
• ERP Certification will be added value

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-its a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric -

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status or any other legally protected characteristic or conduct.