Manager Customer Experience (m/w/d)
Core
Develop and embed a holistic service and customer strategy across the group to ensure high and sustainable customer satisfaction.
Role type
Senior Customer Experience Manager
Builds
Customer journey, satisfaction measurement systems, and customer care processes for a chemical logistics group
Domain
Chemical industry + Customer Experience / CRM
Deliverable
product features
Required skills
Customer journey mapping, NPS/CSAT/CES measurement, process optimization, change management, data-driven decision making, strategic planning
Preferred skills
Marketing/CRM background, Salesforce expertise, multilingual communication
Technologies
Salesforce, CRM systems, SAP, MS-Office
Responsibilities
Develop group-wide customer strategy, build and optimize customer journey, establish satisfaction measurement systems, analyze and optimize customer care processes, drive organizational change for customer-centricity, manage data quality and KPIs
Seniority
Manager, strategic & operational leadership
