Customer Experience Continuous Improvement Manager

Henkel AG & Co. KGaA; Estado de México; Presencial; MXN 30,000 - 50,000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that is committed to enhancing customer experiences through continuous improvement initiatives. This role will empower you to adopt a customer-centric mindset while collaborating with various departments to meet customer expectations. You will be responsible for identifying and implementing innovative projects, defining KPIs, and utilizing market research to drive improvements. If you are passionate about operational efficiency and have a knack for stakeholder engagement, this is the perfect opportunity for you to make a significant impact.

Formación

• Experience in driving continuous improvement initiatives.
• Strong analytical skills for market and customer research.

Responsabilidades

• Drive and execute continuous improvement initiatives.
• Coordinate cross-functional teams to enhance customer experience.

Conocimientos

Continuous Improvement

Customer-Centric Mindset

Stakeholder Engagement

Market Research

CRM Systems

Cross-Functional Collaboration

Performance Monitoring

Educación

Bachelor's Degree

Master's Degree (preferred)

Herramientas

CRM Systems

Descripción del empleo

About this Position

Accountable for driving and executing continuous improvement initiatives within the area of responsibility to ensure an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you'll do

1. Responsible for all dimensions of continuous improvement: adopt a customer-centric mindset within activities & interactions with stakeholders. Identify, manage, and monitor the implementation of continuous improvement initiatives, defining KPIs to monitor performance.
2. Assist with stakeholder engagement: arrange actions, meetings, events, and supporting materials to promote understanding and commitment. Support the breakdown of CSX strategy in alignment with CSX Head (R)/CSX CoE Manager (R).
3. Contribute to understanding customer expectations/needs.
4. Support customer & market research: utilize and/or perform customer and market research and analysis techniques on customer feedback.
5. Utilize CRM system data: identify standard issues and propose enhancements to senior management as appropriate.
6. Collaborate closely with internal partners: (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs versus SC capabilities.
7. Coordinate cross-functional teams: to align the implementation of initiatives on prioritized customer segments and experience design initiatives.
8. Implement/deploy standardized initiatives, tools, and processes: identify knowledge gaps, provide proper guidance and training.
9. Review existing operations: identify opportunities and propose/implement innovation projects, processes, and cultural elements.
10. Generate ideas: ensure delivery of continuous improvement outcomes to enhance operational efficiencies, streamline workflows, and improve experience.
11. Propose performance objectives (KPIs): take actions to ensure achievement of these, using available systems and reports to improve performance.