Customer Experience Manager (F/H/X)
Core
Leading and developing a Customer Care team (30-50 members) to elevate customer satisfaction across Large, Key, and Public Accounts.
Role type
Senior People Management & Operations Manager
Builds
High-performing customer care teams and optimized service processes
Domain
Utilities (Water, Waste, Energy) / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People management, project management, team coaching, talent development, process optimization, cross-departmental collaboration, data analysis, KPI tracking, strategic vision communication, stakeholder influence, negotiation, change management, operational leadership
Preferred skills
Knowledge of contract structures, IT tools, waste legislation, English language proficiency
Technologies
IT tools
Responsibilities
Direct and develop a team of 30-50 collaborators, ensure team well-being and safety, communicate vision and strategy, lead cross-functional projects, optimize processes to improve customer experience, align Customer Experience with Sales and Operations, prepare organization for technological changes, track and adjust KPIs, translate data into concrete actions
Seniority
Senior, hands-on IC with team leadership
