Global Customer Experience Manager: Elevate CX & Loyalty

Schneider Electric; Conselve; On-site; EUR 85,000 - 110,000; Full time

Job summary

Schneider Electric seeks a Manager of Customer Experience to lead journey mapping, drive improvements, and coach teams to embed customer-centric thinking into decisions across the global Cooling business.

You will monitor CX satisfaction, identify root-causes, and focus on factors beyond product quality, including FAT, delivery and communication, to raise overall customer experience. This role reports to the Cooling CX Director.

Qualifications

• 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.

Responsibilities

• Monitor 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.

Skills

Customer oriented mindset

Communication skills

Interpersonal skills

Change management

Education

Undergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing

Job description

Schneider Electric seeks a Manager of Customer Experience to lead journey mapping, drive improvements, and coach teams to embed customer-centric thinking into decisions across the global Cooling business.

You will monitor CX satisfaction, identify root-causes, and focus on factors beyond product quality, including FAT, delivery and communication, to raise overall customer experience. This role reports to the Cooling CX Director.