(Senior) Customer Experience Manager (w/m/d)
Core
Managing end-to-end customer relationships, coordinating service delivery, and driving continuous improvement of the customer experience for utility and energy sector clients.
Role type
Senior Customer Experience Manager
Builds
Long-term client partnerships and optimized service processes
Domain
Energy and water utilities (DACH region)
Deliverable
client delivery
Required skills
Customer relationship management, service coordination, change project management, incident management, risk and quality process development, stakeholder communication, conflict resolution
Preferred skills
Knowledge of the supply/utility industry, English language skills
Technologies
None stated
Responsibilities
Building and maintaining long-term customer relationships, serving as the central point of contact for clients, coordinating service-related topics, aligning and developing agreed services, capturing and prioritizing customer requirements, steering change projects, monitoring service quality and SLA compliance, managing incidents and escalations, developing risk and quality management processes, handling feedback and complaints
Seniority
Senior, hands-on IC
