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Customer Experience Manager

Requisition ID:  9781
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.
  • Serve as the voice of the customer and continuously act as a change agent, creating awareness and progress toward meaningful solutions.
  • Utilize data and metrics to prioritize actionable efforts with the strategic foresight to build out future plans.
  • Evaluate technology and processes for improvement opportunities to better serve customer needs.
  • 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
  • Bachelor's Degree in a business related discipline in require
  • 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 skill

 

About SKF

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.

 

What You’ll Love About SKF:

Rest and Relaxation. Enjoy a robust PTO policy and 13 paid holidays!

 

Work/Life Balance. A possibility for flexibility and to work remote

 

Health and Wellness Benefits.  SKF cares about the wellbeing of our employees. Many options for best in class medical and dental plans to fit your needs; a wellness plan that includes biometric screening and health risk assessment for you and your spouse and incentives for healthy living!

 

Invest in your Future. SKF offers amazing retirement options! You can participate in our 401K program immediately.

 

Much more! Growth opportunities, tuition reimbursement, voluntary critical illness coverage, voluntary legal plan, employee assistance program, life insurance, vehicle discount programs, mobile phone discounts, and with so many benefits to working for SKF, we could not name them all!

 

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.