Schneider Electric

About the job

Mission

Delivers superior Customer Experience through Customer Centricity programs and continuous improvement action plans. Develop and deploy effectively the Customer Satisfaction & Loyalty Development (CSLD) process operation in the country.Delivers superior Customer Experience through Customer Centricity programs and continuous improvement action plans. Develop and deploy effectively the Customer Satisfaction & Loyalty Development (CSLD) process operation in the country.

Responsabilities

Drives customer satisfaction & loyalty through comprehensive understanding and continuous improvement of our Customer Experiences

Customer surveys – Conduct customer satisfaction & loyalty feedback analysis from surveys, customer visits and other relevant sources (ie: complaints)
Issues resolution – Ensures specific issues detected are promptly managed and closed
Analytics – Builds and shares analysis of the key satisfaction and loyalty drivers, the competitive positioning, and the benchmark positioning that sets customer experience improvement priorities
Customer Satisfaction strategy – Drives customer experience improvement actions, deploys best practices, implement creative strategy to increase level of customers’ satisfaction
Continuous Improvement ambassador – Use Improvement methodology (Lean concept, 8D, A3) to address customer’s pain points, to boost Customer Satisfaction and increase internal efficiency
Program deployment – Manage deployment and operation of the Customer Satisfaction and Loyalty Development (CSLD) process

Customer advocate to lead Customer Centric programs

Represent the voice of customer – Develop and deploy customer centricity programs within the organization
Customer Journey Mapping (CJM) – Lead CJM project to identify customer hot points and translate to CI projects.
Ensure a reliable and sustainable process is operating to solve customer complaints fast and effectively
Challenge the involved entities to improve customer satisfaction and achieve quality goals
Escalate customer issues to the right organization whenever needed, and supports collaborative resolution in the customer’s best interest
Collaborate with other departments (sales & marketing, customer care center, logistics, supply chain, line of business, etc) in order to contain, correct, and prevent problems affecting customers
Cluster VIP advocate for our Very Important Customers VIP, Global Strategic Account

Key Matrics

Customer Overall Experience Survey Net Promoter score (VIP program, Customer Experience Council)
Customer 6 Key Touch Points experience Net Satisfaction Score (Select Offer, Get Delivered, Get Quotation, Execute Projects, Get Technical support, Get Failure support)
Continuous Improvement (CI) projects
Customer Journey Mapping to identify hot points

Qualifications

Key Competencies

Customer Focus
Foster Collaborations and Networking
Influence and Convince
Issue Resolution
Effective Communication
Strategic and decision Making
Organizational Skills
Problem Solving/Analysis
Results Driven

Requirements

Graduate degree with 5+ years of experience in Customer experience / Sales Operations / Marketing / Services / Quality Customer management
Customer oriented mindset
Strong recognized leadership with global mindset
Strong influence skills and communication capabilities
Multicultural skills
Analytical and process oriented
Intermediate to Advance Microsoft Excel capabilities to perform effective data analysis
Knowledge on SAP ERP system and Tableau analytics will be an added advantage
Knowledge/practitioner on statistical analysis & DMAIC methodology will be an added advantage

Schedule: Full-time