Customer Experience Manager with Strategic Operations
il y a 2 semaines
We strive to be the best in a strong foundation built on innovation, collaboration, and a unique culture with great people.
Job SummaryA challenging opportunity exists for a skilled Customer Experience Manager to join our Customer Success Management (CSM) Europe team. As a key contact for customers, you will ensure customer satisfaction and contract renewal by implementing and leading the Contract planning process, its implementation, and sustainment. You will also work with cross-functional teams to maintain Contract commitments on a continuous basis.
Responsibilities:- Implement and lead the Contract planning process to achieve stated KPIs (availability, cycle time, energy consumption, quality, resin usage).
- Work with key cross-functional teams to maintain Contract commitments.
- Project manage all activities and services provided within the Contract, ensuring timely delivery and efficiency.
- Ensure all services included in the Contract are well defined, documented, and scheduled.
- Manage customer expectations to align with Contract objectives and goals.
- Develop and deliver progress reports, presentations, and other Contract documentation.
- Coordinate Contract implementation and ongoing activities.
- Foster relationships with customers and escalate issues when required.
- Familiarity with preform or plastics manufacturing environment, understanding of plants KPIs.
- Experience in project management, mechanical or electrical engineering, or equivalent.
- A minimum of 5 years' experience in a similar work environment.
- Knowledge of injection molding machinery and related technologies is an asset.
- Customer-focused attitude, excellent communication, and coordination skills.
- Strong organizational and project management skills.
- Negotiation, facilitation, conflict management skills, and ability to interact professionally with team members.
- Experience or knowledge of CRM, ERP, CPQ systems.
- Sales attitude, capacity to judge business requirements.
- Good knowledge of MS Office applications.
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