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Customer Experience Manager - Lansdale, PA

Requisition ID:  8661
Category:  Sales & Commercial Support
Career level:  Professional
Contract type:  Permanent

Customer Experience Manager – Lansdale, PA

 

 

 

Reports to:  Sr. Dir, Customer Experience

Location:  Lansdale, PA

 

 

SKF works to reduce friction, make things run faster, longer, cleaner and more safely. Doing this in the most effective, productive and sustainable way has made the SKF Group a leading global supplier of products, solutions and services within rolling bearings, seals, mechatronics, services and lubrication systems. Services include technical support, maintenance services, condition monitoring, asset efficiency optimization, engineering consultancy and training.

 

The SKF Customer Experience (CX) team is hiring for a Customer Experience (CX) Manager to help transform the company in its customer-first efforts. The chosen candidate must be able to work cross-functionally across all departments to create and drive alignment around the company’s goal of creating a seamless end-to-end customer and employee experience, 

 

This role requires a hands-on leader with experience driving Net Promoter Score (NPS) program methodologies. It is both a strategic and tactical role, responsible for collaborating with the business operations team to execute the necessary changes based on the Voice of the Customer.

 

PRIMARY DUTIES AND RESPONSIBILITIES

  • Manage the day-to-day responsibilities of the rollout and execution of the employee and customer Net Promoter Score (NPS) programs.
  • Train internal teams on system usage and best practice root cause analyses follow up.
  • Design and implement customer journey maps and project plans to administer CX programs, obtain Voice of the Customer feedback and identify pain points.
  • Prioritize key findings based on data analyses and anecdotal business knowledge.
  • Drive action item resolution through operational teams and activities, obtaining agreement on necessary steps and outcomes and update teams accordingly.
  • Be the in-house expert on the survey platform tool to design and build dashboards and disseminate data.
  • Lead strategic meetings and work with key functional champions to understand root cause sentiment of internal feedback and drive corrective action items.
  • Work collaboratively with others and in line with the Company’s values.

 

REQUIREMENTS

  • Formal CX and EX program background and experience
  • Ideally 5 or more years managing an NPS or other CX benchmarking program
  • Deep understanding of Net Promoter Score system methodology and rollout
  • Experience utilizing one or more survey platform technologies
  • Thought leadership knowledge in CX and associated disciplines
  • Excellent project management experience and organizational skills
  • Ability to lead meetings, work with individuals at all levels and collaborate effectively across teams
  • Analytical experience with ability to analyze large datasets to uncover and effectively communicate insights
  • Comfort in navigating workload independently
  • Proactive and driven to find solutions to problems
  • Ability to define success metrics and continually measure for improvement
  • Excellent presentation, oral and written communication skills

 

 

Applicants may apply 01/16/2020 –1/31/2020

 

EOE M/F/D/V

About SKF

SKF’s mission is to be the undisputed leader in the bearing business. SKF offers solutions around the rotating shaft, including bearings, seals, lubrication management, condition monitoring and maintenance services. SKF is represented in more than 130 countries and has around 17,000 distributor locations worldwide. Annual sales in SEK is around 85 billion and the number of employees ca 45,000.


Nearest Major Market: Philadelphia