Customer Engagement Manager

vor 3 Wochen

Lausanne, Schweiz ELCA Vollzeit

Critères de l'offre

Description du poste

Role

Anchor ELCA's Commercial Excellence Framework, e.g., segments, value proposition, routes to customers in organization
Own and lead development of best-in-class framework ELCA's growth and the engagement of ELCA's customers by helping colleagues to deliver unique customer experiences across all relevant touchpoints
Develop customer experience agenda incl. measures engagement of customers and supports colleagues to continuously improve it.

**Responsibilities**:
Develops and steers commercial excellence mantra
Establishes an annual customer engagement agenda including for example the following elements: baseline, overall change program, budget
Owns and drives all new customer experience initiatives and supports peers in implementation
Works cross departmental with Client Partners, Delivery Managers and HR to achieve smooth and successful implementation
Keeps management aligned with deliverables, updated progresses, and projects' status
Supports operational teams by delivering turnkey solutions in all aspects, SOP's, Training Manuals, ROI and operational KPI's;
Develops training modules in collaboration with ELCA's Development and Training Team
Coaches colleagues or builds a portfolio of external coaches (if required)
Operational management and delivery of trainings
Description du profil

**Skills**:
Bachelor's in Business Administration, Management or in a related field
Proven track record in successful determination and delivery of commercial excellence framework, incl. change programs in customer service / experience
Strong experience in numerous fields of the commercial excellence framework, e.g., routes to market, brand development, segmentation, customer experience measurement
Ability to persuade and motivate colleagues
Can do attitude / entrepreneurial
Strong stakeholder management skills
Track record in matrix organizations
Perseverance and resilience

**Additional asset but not required**: awareness about IT services industry

**Experience**: > 10 years of commercial excellence or operational customer engagement management experience with a company in the B2B sector possessing a particularly strong reputation in this area.

**Industry background**: pharmaceuticals (salary range likely a challenge), medical products (e.g., Medtronic), selected building materials (very selectively, e.g., Hilti, Geberit) or other industries where sales require strong influencing skills, e.g., BASF, Akzo Nobel, Volvo, Bombardier, ABB, Caterpillar.

**Additional option**: Consultants

Additional requirements

Lausanne or Geneva

**Languages**: English (fit for professional purpose) plus German or French
Salaire et avantages

A dynamic work and collaborative environment with a highly motivated multi-cultural and international sites team
Attractive prospects for career path & Personal development through training and coaching
The chance to make a difference in peoples' life by building innovative solutions
Various internal coding events (Hackathon, Brownbags), see our technical blog
Monthly After-Works organized per locations
Good work-life balance (2 days per week from home)
Attractive pension fund with 3 types of employees' contributions
Premium and worldwide coverage with Zurich insurance fully supported by the company
1/2 SBB fare abonnement
Mobile and internet discount program

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