VIP Customer Experience Manager

Schneider Electric is a global leader in energy management and automation, and they are seeking a VIP Customer Experience Manager to enhance the customer experience for strategic accounts. The role involves collaboration across various teams to address quality issues and improve customer satisfaction.

Responsibilities:

• Drive an improved customer experience by managing expectations, developing action plans and driving results
• Drive improvement: Work closely with Strategic Account Executives and Global Program Managers to build a CX improvement roadmap for each account in scope. Ensure robustness of root cause analysis containment, corrective and preventive actions
• Ensure there is a mature feedback loop from the customer to the LoB’s, the GSC, Supplier Quality and other functions
• Communicate: Monitor and report Schneider Electric performance based on priorities decided with each customer in scope
• Customer advocate: Act as the customer advocate for the accounts in scope in all relevant activities and communities. Be the escalation point for quality issues affecting their customers’ experience, and ensure fast, effective resolution through coordination and communication
• Crisis Manager: For any customer escalations on accounts in scope, he/she acts as the Crisis Manager

Requirements:

• Quality management or quality engineer (5 years minimum)
• Project management skills: proven track record with multiple years' experience
• Strong customer interface experience
• Managing without authority
• Strong communication and influencing skills
• Advanced Level Problem solving
• Ability to understand data center applications and underlying technical fundamentals
• The ability to gain a technical understanding of the most common offers purchased by the account
• Advanced level - Root Cause Analysis and 8D
• Advanced level quality acumen (FMEA, 8D, SPC, ISO etc)
• Advanced level analytical skills (excel, minitab etc)
• Advanced level statistical skills (p chart, u chart, regression analysis, survival analysis). Must demonstrate ability to perform regression analysis, survival analysis
• Familiarity and experience with other SE BU's, products and the GSC organization
• Solid understanding of company processes
• Strategic thinking
• Multitasking
• Flexible, adaptable
• Bachelor's degree preferred
• Experience with Salesforce
• Proficient in English with exceptional written, verbal and interpersonal communication skills
• Strong professional and organizational skills, attention to detail, computer skills, and ability to work independently
• Proven success in delivering results in a global, dynamic matrix organization through collaborative execution
• Continuous improvement mindset
• Ability to work effectively in all organizational levels, including influencing people who are not direct reports
• Sensitivity to local business culture