Sr. Mgr, Global Customer Experience - Remote

Job Overview

The Global Customer Experience Manager is a high-profile position responsible for leading a team of Global Care professionals, driving strong positive customer relationships by ensuring customer satisfaction and increasing sales. Within the Appliances business unit, the individual will collaborate across all levels of the organization including Sales, Pricing, Marketing and Operations to provide an extraordinary experience for our customers while also keeping focus to achieve internal requirements of cost control and delivery KPI’s.

Short Description

• Manage a team of professionals in the Americas, EMEA and AP regions.
• Enable and Mentor a high performing team, with clear focus on talent development
• Oversee NPS Survey results
• Participate in Global Care Council Meetings and Initiatives
• Build and maintain strong business relationships with our customers
• Focused effort on strengthening partner relationships by acting as a liaison between customers and internal points of contact.
• Perform statistical analysis relating to product, bookings, billings, opportunities and customer profiles.
• Analyze, identify, and share key customer insights through monthly reporting with internal partners to facilitate decisions on business processes, product enhancements, and market opportunities.
• Understand business processes and make proactive decisions to achieve improvements.
• Manage tariff reviews and monthly reporting
• Work collectively with all aspects of the Supply Chain to ensure customer needs are met in a timely manner.
• Support direct meetings with customers both remotely and face/face.
• Lead and support a lean environment, establishing processes to achieve TE’s TEOA star levels.

What your background should look like:

• Bachelor’s degree preferred and/or equivalent strong experience in account management or supply chain roles..
• Proficiency in SAP (IBP knowledge a plus)
• Proficiency in Microsoft Suite (Outlook, Excel, Word, PowerPoint, etc.)
• Strong analytical skills and customer orientation
• Strong interpersonal skills and ability to consistently demonstrate working in a team.
• Ability to work with all levels & disciplines across a global organization
• Time management skills
• Excellent interpersonal and communication skills
• Understanding of Lean concepts and application of said concepts
• Project management skills in execution of business process projects
• Ability to lead a global team

Competencies