Customer Experience Driver

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of – for food, people and the planet.

Job Summary

Are you a professional with an excellent business mindset, customer understanding and interest in partnering in a multi-discipline and multi-cultural team? If so, you should apply for this position.

In the Sales Management & Customer Service team within Market Operations, we are looking for a Customer Experience Driver. As a team, we are passionate about proactively selling value-adding solutions to our customers and delivering superior customer experience. To successfully fulfill these ambitions, a sharp focus on developing both existing and new capabilities in Sales and Customer Management processes is needed.

Your key focus will be to drive the Customer Experience process within the entire organization. This involves following up on the main steps of the process, continuous improvement of tools and processes, and responsibility for the CX communication plan. In addition, you will proactively support the CX CoE team to drive the process within the 27 Markets.

In this role, you will report to the Planning & Account Management, Customer Experience Excellence Manager. This position can be based in any of our European locations, considering the team time zone is CET. Tetra Pak is not supporting relocation for this position.

What You Will Do

Your key focus will be to drive the Customer Experience process across the 3 businesses, in very close collaboration with functional & market stakeholders.

As Customer Experience Driver You Will

• Be responsible for making available and updating the needed learnings (EdCast) and materials (CX Help) to the end users.
• Define, govern and roll out the yearly CX communication plan.
• Work together with the CX CoE Team to proactively support the markets in driving process maturity, ensuring the right competencies and process understanding are in place.
• Coordinate the Business Experts network planning for best practices/suggestions for improvements sharing and ad-hoc meetings to share news, updates, and changes of main process steps and tools.
• Provide main RCX and CX results analysis.
• Support the CX CoE Team in driving end user tool adoption, maintaining high levels of data quality and guaranteeing tool availability.
• Understand markets’ needs, identify gaps, and analyze data to evaluate potential process and tool continuous improvements.
• Collaborate with experience management software suppliers to drive future developments like AI empowered tools and functions.
• Liaise with markets BEXs, Touchpoint drivers, and Business Units referents to ensure actions based on Customer feedback have been created and main relevant actions results have been communicated back to Customers.
• Manage relationships with markets, business units, touchpoint drivers, BEXs network, CX CoE, and Global IM.

We believe you have

• Experience as an end-user or as a BEX in the market for Customer Experience.
• Customer support experience in the areas of sales and/or marketing.
• Strong communication and presentation skills.
• The ability to convey strategic directions into operational activities.
• Natural ability to build successful relations with stakeholders and know how to get things done through both formal channels and informal networks.
• Experience with new technologies like digitalization, automation, AI, etc.
• A degree in Business Administration, Industrial Engineering, or similar, and fluency in English, both verbally and in writing.

To succeed in this position, you need to be result-driven, analytical, proactive, and structured. You have the ability to define what is required in a dynamic environment and prioritize effectively. We believe you enjoy working with processes in a global environment and have a business-oriented way of thinking.

You have excellent communication skills and a proven ability to develop effective relationships and gain credibility at all levels in an international organization. You are open-minded, able to listen to your stakeholders, and show a high level of customer orientation and drive for productivity.

We Offer You

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape.
• A culture that pioneers a spirit of innovation where our industry experts drive visible results.
• An equal opportunity employment experience that values diversity and inclusion.
• Market competitive compensation and benefits with flexible working arrangements.

Apply Now

If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at https://jobs.tetrapak.com/.

This job posting expires on the 1st of May 2025.

To know more about the position, contact hiring manager, Amra Kemura at Amra.Kemura@tetrapak.com.

If you have any questions about your application, please contact Barbara Horváth at Barbara.Horvath@tetrapak.com.

For trade union information contact Unionen Lisbeth Larsson at +46 46 36 2320 and Sveriges Ingenjörer Lars Haraldsson at +46 46 36 2533.

Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.