Senior Customer Experience Manager EMEA

vor 2 Wochen

Rotkreuz, Zug, Schweiz Align Technology Vollzeit CHF 80'000 - CHF 120'000 pro Jahr

Department:
Finance

Location:
EMEA-Switzerland-HQ

Description
We are looking for a
Senior Customer Experience Manager (EMEA)
to lead the CX strategy and execution of customer experience initiatives across EMEA. In partnership with regional leadership teams, this role will be responsible to drive a customer-centric culture, optimize end-to-end customer experiences, and translate insights into actionable improvements. This role is based in Rotkreuz, CH and reports into the Senior Director Customer Experience & Continuous Improvement.

Key Responsibilities
Regional CX Strategy:
In partnership with regional leadership team, development of an EMEA Customer Experience strategy and plan. This includes

  • Setting annual regional CX targets and KPIs (eg. NPS, EOB)
  • Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
  • Continual performance monitoring and course correction
  • Inspire change across the organization

Voice of Customer
: Ensure customer feedback and priorities are accessible, understood and represented in decision making across the business

  • In partnership with CX Analytics, define and implement customer feedback mechanisms
  • Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas
  • Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement

Customer improvement
: Improve the end-to-end customer experience and demonstrate Align's commitment to resolving friction areas

  • Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list the customer areas to fix
  • Support and run CX improvement projects to address known friction areas
  • Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements
  • Implement effective mechanism to close the loop on ALL customer feedback and establish an effective resolution escalation process

Customer culture:
Build an internal culture that puts the customer at the center of our thinking and decision making

  • In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities
  • Develop and implement customer recognition programs
  • Lead regional internal events, including Align's annual CX Week

Skills, Knowledge & Expertise

  • Experience level: 10+ years of related experience in Customer Experience, Sales Operations or Marketing
  • Experience type: Experience in change management, x-functional program management, , customer journey mapping and design, voice of customer and data analytics, team training & development, strategy development
  • Skills: Project management, data analysis and insight translation, stakeholder management, communication and influence, strategic thinking
  • Culture / values: Team orientated, empathetic, structured, proactive, results / impact orientated
  • Education: Minimum a Bachelor Degree

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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

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