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Customer Experience Manager at Schneider… · Conselve…
Job Description
Customer Experience Manager
Job Description
Join us as a Manager, Customer Experience and become the voice of our customers. You'll lead journey mapping, drive experience improvements, and coach teams to embed customer-centric thinking into every decision we make.
Accountability
- Increase Customer Satisfaction and build strong relationships and trust with our Customers
- Drive an end-to-end Customer Satisfaction approach that extends beyond Product Quality and encompasses the entire customer experience
- Represent the Cooling business in high level escalations with the proper level of speed, accuracy, and professionalism
Roles
- Monitors 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
- Shares the Customer Experience performance and warnings with the stakeholders
- Share satisfaction performance, key loyalty drivers, escalate dissatisfaction warnings, and set priorities
- Ensure customer centricity mindset: share best practices with customer journey in mind
- Issue to prevention: Drive resolution of escalated cases with internal Cooling teams, and present solutions to leaders/teams at our Customers
- Drives the quality actions, involving Commercial / LOB / Global Marketing / Global Supply Chain / Operations
- Identify dissatisfaction warnings and customer experience improvement priorities
- After stakeholders agreement, engage the ad-hoc team across the organization to fix the issues
- Ensure specific warnings and priorities detected are promptly managed and closed
Main interactions
- Customers
- Customer Satisfaction & Quality teams
- Commercial teams
- Cooling Business and function leaders (Engineering, Manufacturing, Procurement, Projects, Services)
- Country / Cluster/ Zone / Region Leaders
- All employees
Key Metrics
- Customer Overall Experience and across our touch points (Solutions/Projects, Services, Expert assessment, etc.)
- Speed and accuracy of the resolution for our top escalated cases, and resulting Customer Satisfaction
Reporting
- Reports to Cooling Customer Satisfaction & Quality Director
Profile
- 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
Potential Career Path
To CS&Q Director or other Management role
At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.
Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.
Schneider Electric is there when it matters most to you
Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:
Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: health and life insurance, paid time off, parental and care leave, flexible work options, support for chronic conditions, and confidential counseling for life’s challenges.
Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs: your base salary, short-term incentives or sales incentives, opportunities to own company shares, and retirement savings plans for your future.
Grow Your Skills and Career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our Schneider Career Hub for new positions, projects, and mentors, and learning platforms like Coursera to equip you with the skills for today and tomorrow.
Team Up in the Workplace. We encourage teaming up through project opportunities on the Schneider Career Hub, smart ways to collaborate, celebrating contributions via a recognition program, sharing your voice in our engagement survey, and fostering an inclusive, caring workplace.
Support Your Community. We make a difference in your community with volunteer leave, programs through the Schneider Electric Foundation, and initiatives that support youth education.
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 – apply today!
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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.