CUSTOMER EXPERIENCE MANAGER
Legal Entity:
Fives Intralogistics S.p.a.
Country:
Italy
State:
Lombardia
City:
Lonate Pozzolo
Job Family:
General Management
Job Type:
Permanent position
Work Location:
Hybrid
Compensation:
Reporting to the Deputy CEO Services, you will play a pivotal role in measuring and ensuring the improvement of customer satisfaction and positive experience, starting from gathering valuable customer feedback and following up the continuous improvement process.
As main tasks you will:
- Advocate a customer-first mindset throughout the survey process and within the service organizations and division.
- Be responsible for the execution of the customer satisfaction survey plan approved by top management.
- Collect feedback from customers regarding services/products and identify customer pain points.
- Activate and follow-up actions and continuous improvement activities based on collected feedback.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, actions, and continuous improvement actions, providing regular reports and insights to management and stakeholders.
- Escalate to top management urgent matters as soon as they emerge by customers.
- Be responsible for assigned resources and budget for executing the activities.
In particular, you will:
- Understand customer pain points, preferences and expectations.
- Collaborate with all service organizations, company, and division functions to improve overall customer satisfaction.
- Escalate to top management key topics and issues from the customers when a fast response is needed.:
- Support the preparation of a yearly customer satisfaction survey plan in line with top management needs and expectations.
- Design and implement effective customer surveys.
- Analyze survey results to identify actionable insights
- Gather feedback on product/service quality, responsiveness, and other relevant parameters
- Proactively identify areas for improvement based on customer feedback.
- Work closely with relevant functional teams to address customer concerns and facilitate the resolution of blocking points.
YOU POSSESS THESE SKILLS AND ABILITIES:
- Strong analytical skills to interpret customer data and feedback.
- Excellent communication and interpersonal skills to effectively collaborate with various teams and interact with customers.
- Ability to develop and implement customer experience strategies and initiatives.
- Problem solving skills, to identify and address customer issues, resolve conflicts, and create solutions to pain points.
- Fluent in English and French language.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Proficiency with Microsoft 365 package.
A willingness to travel (up 30% of the time) is required to successfully cover the role.