Customer Experience Manager - UK

Customer Experience Manager - UKLondonFull-timeIntelligent manufacturing / Industrial Internet / Industrial automation - MarketingResponsibilitiesKey Responsibilities Customer Voice & Problem Resolution - Mandate to lead the full Voice of the Customer (VOC) program, aggregating and analyzing customer insights across multiple channels (call centers, social media, surveys, retail, partners, and direct feedback). - Proactively identify pain points and trends, prioritizing high-impact issues that require escalation and resolution. - Ensure closed-loop resolution by coordinating cross-functional actions with HQ, regional teams, and key business lines (Sales, After-Sales, Product, Digital, PR, and Technical). - Drive improvements in issue response time and accountability across departments. - Ticket system monitor the local ticket system to collect, track, and manage customer feedback and complaints. Categorize tickets into key areas: - Product Quality - Service & After-Sales - Delivery & Logistics - Technical Support - General Customer Experience - Assign priorities based on urgency and impact. - Enable cross-team collaboration with clear ownership. Cross-Functional Leadership & 360° Approach - Act as the internal project manager, securing cross-functional collaboration by ensuring all departments contribute to a seamless customer journey. - Work closely with Sales, After-Sales, Product, Retail, Technical, PR, and Digital teams to eliminate process silos and optimize customer interactions across touchpoints. - Connect the dots between different customer-facing and backend teams to enhance the end-to-end customer experience. - Prioritize and drive key customer initiatives, ensuring that improvements are implemented across all areas. Retail Network Development & Hiring Standards (optional) - Lead the development and implementation of a customer-focused retail strategy, ensuring partners, dealers, and agents align with the brand’s customer experience standards. - Oversee Assessment Centers for hiring, defining best practices for onboarding new customer-facing employees across retail and call centers. - Work with HR and Training teams to define key CX competencies for hiring and performance management. Experience Measurement & Reporting - Own customer experience KPIs (e.g., NPS, CSI, customer retention), providing data-driven insights to national and global leadership. - Establish clear reporting mechanisms to track progress, identify challenges, and recommend strategic actions - Develop and maintain dashboards that provide real-time visibility into customer satisfaction and pain points. Continuous Improvement & CX Innovation - Drive process optimizations, system enhancements, and new initiatives to improve customer experience efficiency. - Explore innovative tools/digital solutions to enhance engagement and satisfaction. - Foster a culture of continuous improvement, ensuring CX remains a top priority. QualificationsRequirements and skills - Experience: - Experience in VOC management, or cross-functional coordination roles. - Proven ability to collaborate with technical, operational, and business teams. - Experience in automotive, tech, or consumer-facing industries is a plus. - Skills: - Proficiency in AI-driven tools. - Strong analytical skills to interpret VOC data and prioritize actions. - Excellent communication and stakeholder management skills. - Fluency in English and Danish. - Mindset: Proactive and passionate about customer-centric innovation. Apply