Schneider-Electric is a global technology company that works in partnership with a broad range of industrial and commercial customers to design and supply advanced technologies that optimize their operational performance and profitability. From oil refineries and power stations to mining companies and appliance manufacturers, our market-leading software, systems and controls enable our customers to monitor, control and automate their products and processes, thereby maximizing safety, efficiency, reliability and ease of use.
Your responsibilities:
Industrial Automation (IA) Digital Customer Experience (DCX) team is looking for a new Digital Customer Experience Manager to:
- Collect customer needs, pain points, and expectations through various channels such as surveys, feedback, and market research. Utilize these insights to analyze customer interactions across different touchpoints and drive improvements across the journey to enhance customer satisfaction and retention.
- Collaborate with cross-functional teams, including Marketing, Sales, Offer, and Operations, to define, create and maintain E2E customer journey maps. Align efforts to deliver a unified and seamless experience across all touchpoints. Ensure consistent messaging, streamline customer-centric processes and optimize self-service.
- Close work with Global Marketing team, Countries, Operations and Sales to implement Digital experience initiatives that differentiate the company brand from the market, and measure the customer satisfaction.
- Deploy digital initiatives cross countries / channels with the support of her/his team. Define strategies to optimize digital tools deployment process tools and ensure that the adoption enablers are properly implemented by the countries.
- Define, implement, and monitor key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy. Track metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Returning Active Users (RAU), assess countries performance and propose strategies to drive continuous improvement.
- Develop training programs to empower internal stakeholders on the digital experience, by providing a strong comprehensive knowledge about digital tools.
- Participate in customer events, define and implement a communication framework for presenting digital experiences and retrieve customers feedback and leads.
- Lead and manage a team of business analyst, performance analyst and deployment manager. Provide mentorship, guidance and support to ensure the growth and success of team members. Promote a collaborative, inclusive and innovative team culture.
- Work closely with the e-commerce team and support their initiatives to increase sales growth and ease the digital enablers integration in partner sites.
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The main purpose of its activity is to improve customer satisfaction, loyalty, adoption and retention. To achieve a in depth business understanding of customers' needs, to allow for data-driven decisions. the digital experience following Industrial Automation customers' needs and expectations, measure performances of the different digital initiatives and propose adjustment strategies and insights within the support of its team.
The manager will ensure the team's initiatives are well integrated with Global Marketing key cross-functional contributors such as but not limited to: global and local DCR teams, LoBs, countries, operations, sales, channels, customer care.
You are:
The candidate will need to demonstrate leadership skills to:
- Manage a team effectively, including aligning people to business objectives and always keep as a priority a customer-centric mindset.
- Assess the effort and budget required to perform digital transformation analysis and follow-up.
- Optimize costs and ensure return on investment of the different initiatives.
- Ensure reporting to senior leader.
You have:
The following skills are required:
- Strong analytical skills
- Excellent communication
- Build stakeholders network and keep it active
- Pedagogical skills to transfer knowledge,
- Change Management basics
- Technical skills with customer facing applications
- VOC study and feedback loop
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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
150 000+ 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. This extends to our Candidates and is embedded in our Hiring Practices.
You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here
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