Global Customer Experience Manager - Johannesburg, South Africa - Assa Abloy

Assa Abloy

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Global Customer Experience Manager

Application due
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Sales, Marketing & Product Management
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Entry level
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Landskrona, Sweden

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Are you a passionate customer experience advocate, looking for a new challenge within customer satisfaction and customer insights? Keep on reading then as the opportunity as our new Global Customer Experience Manager in Landskrona could be what you're looking for

In this role you will join ASSA ABLOY Entrance Systems where we daily strive to ensure a smooth and secure flow of goods and people, empowering businesses with innovative products for better safety and security every day.

We are now on an exciting journey to improve and build our knowledge and customer insights to drive business success.

You will report to our Global Head of E-business but the role focuses on a broad spectrum of touchpoints across the full customer journey and lifetime cycle.

What will you do as our Global Customer Experience Manager
?

This is a new role, and you will have the opportunity to shape and build the expertise in an important focus area and strategic objective.

This requires a person who is willing to take the lead together with our business segment representatives to listen to feedback, engage and improve the life of our customers, globally.

This role will include:

Implement a new customer experience and survey platform to be able to measure customer satisfaction and NPS across multiple markets and business segments
Drive NPS program implementation and management in collaboration with business segment representatives
Gather, analyse, and report on results from customer satisfaction surveys for the whole division
Collaborate with internal departments and business segment stakeholders to optimize customer services and brand awareness
Support local stakeholders with best practice and recommendations to turn detractors into promoters
Suggest new projects and areas of improvement to continuously drive CX forward

The skills and experience you need

We are looking for someone who:

Has a minimum of 2 years' experience in a similar role in a global company/context preferably within Consumer Experience
Has an eye for detail and numbers to assist important business decisions by bringing facts to the table
Is a team player and enjoys collaborating as our projects often involve several stakeholders across the globe
Is well organized and has great interpersonal and social skills that brings energy to the table
Is able to switch between planning and detail focused execution and validation, in a fastmoving international environment
Good project management skills are necessary to succeed in this role
Fluent in English