VIP Customer Experience and Quality Manager

Job description

In Schneider Electric everything we do promotes progress and sustainability for all — our colleagues, customers, partners, and the communities and societies where we live and work.

From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in.

Working at Schneider Electric means working toward a cleaner, better world.

You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

About the Role

The VIP Customer Experience (CX) Manager leads the improvement of the end-to-end customer experience for a select strategic account across all their activity with Schneider Electric.

The VIP CX Manager is the single point of contact for the customer regarding escalated quality issues, and the overall customer experience across all geographies and SE organizations.

As part of the CS&Q organization, the VIP CX Manager collaborates with all Schneider Electric organizations as needed, especially Businesses / Divisions, the Global Supply Chain, Operations, Services, Project Execution Centers, and the Strategic Accounts organization, across all applicable functions.

What will you do?

• Drive an improved customer experience by managing expectations, developing action plans and driving results.
  
  
• Drive improvement: Work closely with Strategic Account Executives and Global Program Managers to build a CX improvement roadmap for each account in scope.
  
  Ensure robustness of root cause analysis containment, corrective and preventive actions.
  
  
• Ensure there is a mature feedback loop from the customer to the LoB

'

s, the GSC, Supplier Quality and other functions
- Communicate: Monitor and report Schneider Electric performance based on priorities decided with each customer in scope.
- Customer advocate: Act as the customer advocate for the accounts in scope in all relevant activities and communities.

Be the escalation point for quality issues affecting their customers' experience, and ensure fast, effective resolution through coordination and communication.
- Crisis Manager: For any customer escalations on accounts in scope, he/she acts as the Crisis Manager.

What qualifications will make you successful for this role?

• Project management skills: proven track record with multiple years' experience
• Strong customer interface experience
• Managing without authority
• Strong communication and influencing skills
• Advanced Level Problem solving
• Ability to understand data center applications and underlying technical fundamentals
• Ability to gain a technical understanding of the most common offers purchased by the account.
  
  
• Advanced level - Root Cause Analysis and 8D
• Advanced level analytical skills (excel, minitab etc).
  
  
• Ability to perform regression analysis, survival analysis.
  
  

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters.

At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success.

We believe that our  IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play.

It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.

We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today

€36 billion global revenue

+13% organic growth

employees in 100+ countries

1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us.

This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values.

We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value.

Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders.

You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer.

It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Required Skill Profession

Other General