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Customer Experience Manager
vor 2 Wochen
At Endress+Hauser, progress happens by working together. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.
We are looking for a Customer Experience Manager (f/m/d) to join our Group and playing a crucial role in shaping the customer experience across all our purposes, functions, and entities.
**What is the role about?**
Are you someone who thrives on understanding customer needs and creating seamless experiences? Do you excel at aligning business goals with customer expectations? Are you ready to lead the charge in revolutionizing the way we engage with our customers? If so, you're the missing piece to our puzzle, driving our global team towards unparalleled excellence in customer experience.
**Which tasks will you perform?**
You will:
- Develop and implement ways to enhance the overall customer experience. This includes understanding the business objectives, customer needs, and creating a vision for how to meet those needs through proactive CX management.
- Analyze Experience Data and report to process managers and entity leaders. Combine experience data with operational data to gather insights identifying the root cause of friction points.
- Establish methods for decision making based on customer and business insights on different management levels and manage the direct closing-the-loop efforts of our frontline staff with relevant customers in our local entities.
- Support identifying data insights for an omnichannel CX delivery approach across all relevant functions, channels, and touch points.
- Serve as a customer advocate within the organization, ensuring that customer needs, and feedback are considered in all decision-making processes. Stay up to date with the latest trends and technologies in CXM and incorporate these to our global organization through CX trainings and guidance.
**What do we expect from you?**
You:
- Hold a Bachelor’s degree in Economics, Marketing, Sales or a related field.
- Have proven experience in Customer Experience Management (CXM).
- Possess a strong understanding of CXM concepts, principles and practices.
- Exhibit excellent leadership and communication skills.
- Showcase strong analytical skills and data-driven thinking. Have the ability to work collaboratively with various stakeholders across the world.
**What can you expect from us?**
We:
- Are a family-owned, friendly and highly committed international company Wide range of training and development opportunities.
- Promote lifelong learning with versatile training and further education opportunities, internal knowledge transfer and e-learnings.
- Offer Flexible working hours.
- Have an excellent pension scheme.
- #LI-PL1_
