Customer Experience Leader

il y a 4 jours

Nanterre, France Eaton Corporation Temps plein

**Job Summary**:
Eaton's Energy Transition, Digital and Serivces division offers our customers a new range of green solutions: from storage, EV chargers, microgrids and associated softwares and services to help communities to take actions to decarbonize now, and are opening a new position for Customer Experience Leader.

**Job Responsibility**:

- Enhance our customers database, segment them and platform their potential of business. Design & build customers value creation strategy per customers type. We will notably segregate local and multi-countries customers.
- Liaise with the customer support organization to get metrics & performance system implemented in our business unit. Face some customers, select and deploy customers' surveys, develop business intelligence, set up performance reviews and hold stakeholders accountable on customer response.
- Collecting and measuring customers feedback and satisfaction, as well as capture and renew rates. Drive corrective action plans by leveraging appropriate network of stakeholders (matrix organization).
- Map out the customer journey from order to cash. In our business, this includes several capabilities: Tendering, order booking, delivery of hardware, software and services, up to invoicing. Assess gaps, lead continuous improvement processes like value-stream mapping to set up corrective actions until business impact.
- Liaise with Sales to secure a proper handover of orders from sales to operations, but also to follow up with Sales on how their customers' orders process flow.

**Qualifications**
- Bachelors or Masters degree
- 7 years + minimum experience, in various functions or capacities involving customer touchpoints. Previous experience with customer experience is preferred.
- Program Management or CI experience preferred

**Technical skills**
- Experience in customers value creation.
- Knowledge of Field Services, Operations, Value-Stream Mapping

**Soft skills**
- Deliver results, influence & convince, Fluent in English
- Excellent communication skills with various levels of management
- Used to work in a matrix international environment

LI-SA2

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