Customer Experience Transformation Leader (f/m/d)

GEA is one of the largest suppliers for the food and beverage processing industry and a wide range of other process industries. Approximately 18,000 employees in more than 60 countries contribute significantly to GEA’s success - come and join them! We offer interesting and challenging tasks, a positive working environment in international teams and opportunities for personal development and growth in a global company.

Why join GEA

Job information

Reference Number

JR-0027623

Job function

Service

Position type

Full time

Site

Parallelweg 25, 5223 AL s-Hertogenbosch

Your responsibilities and tasks:

As Customer Experience Transformation Leader (f/m/d), your purpose is to understand our customer’s needs along the full product and service life cycle and enable our digital & physical customer touch points to design a seamless, professional, and value-added experience.

You anticipate our customers needs and create value by enabling our business to take the right decisions based on the knowledge and insights you generate. You will be championing a customer-centric culture within our organization for the global Service for the Division Liquid Powder Technologies (LPT) and drive initiatives to enhance the overall customer experience.

You can be based in any of the GEA locations in Europe.

Responsibilities:

• Develop and implement Strategy and Roadmap to drive strong customer experience across the lifecycle, incl. NPS, Customer Journey Mapping, Customer Success Thinking

• Develop, monitor and optimize crucial customer journeys, prioritizing insights and initiatives on identified customer segments, and supporting the creation of customer segments and personas in alignment with our strategic business goals

• Act as a customer advocate, representing the voice of the customer within the organization and promote a customer centric mindset

• Collaborate with cross-functional teams to align processes and systems with customer needs and expectations resulting in a seamless customer experience. This includes identifying areas for improvement, implementing changes to address customer pain points, and monitoring customer feedback to continuously enhance the service function

• Implement, monitor and analyze customer success metrics to identify trends and areas for improvement across customer satisfaction, quantitative and qualitative metrics. Translate into clear plan of action to improve customer metrics accordingly

Your profile and qualifications:

• Extensive experience in a customer centric leadership role, with proven track record in driving customer success and satisfaction

• Bachelors degree in business or a related field

• Knowledge of CRM software and customer success platforms

• Excellent communication skills in English, written and spoken

• Strong analytical and problem-solving abilities

• Experience in a global matrix organization

• Willingness to travel domestically and internationally as required

We Offer:

• Working in an international company

• Competitive Salary

• Hybrid working modell

• Flexible working hours