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Birmingham, Birmingham, United Kingdom SCC Full time{"Role Overview": "As a key member of our Customer Success Team, you will be responsible for driving maximum adoption of initiatives aimed at improving the Customer Experience. This will involve ensuring we have the appropriate metrics and measures in place to effectively capture and report-on the way our customers feel about our services, and to convert...
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Customer Experience Manager
2 months ago
Role: CX Manager
Location: Midlands, (Home based)
Contract: Permanent
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.
THE ROLE IN SHORT:
The Customer Experience Management team (CX-M) exists to understand the needs of our customer, create intimacy, adapt solutions to meet these needs and maintain strong, meaningful relationships with our customers. CX-M has consistently demonstrated a powerful retention ability; in turn building loyalty, strong relationships and references.
The CX-M is focused, available, knowledgeable and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the user first.
Our CX-M:
- Create customer intimacy by proactively keeping in touch with clients
- Coach our customers to get value from Masternaut products and services
- Are responsible for monitoring, reviewing and implementing improvements to service performance
- Act as the first point of escalation for our customers for any complex queries or issues
Without commercial priorities, a CX-M is often best placed to be the early warning system to address any issues up front, avoiding an escalation of customer dissatisfaction.
WHAT WILL I BE DOING:
- Cultivate meaningful customer intimacy with a combined portfolio
- Improve customer satisfaction scores and NPS
- Improve customer retention and reduce churn
- Connect Customer Experience Manager across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless service
- Serve as an escalation point for resolving issues
- Perform to monthly on KPIs to monitor customer interaction cadence and customer satisfaction
- Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently
- Obtain, collate and present customer feedback and insight on both service and product
- Carry out any other duties as designated and deemed reasonable by the Company
- Understand, demonstrate and adhere to Masternaut values
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
- University degree, and a track record of continuous professional growth
- Customer service experience with system and process knowledge
- Ability to build internal relationships across different teams and business areas
- Accountability for issues and knowing when to escalate
- Ability to take initiative
- Excellent communication and presentation skills, in particular communicating complex information succinctly and effectively
- Highly developed interpersonal and influencing skills, good external relationship skills
- Ability and confidence to operate effectively across a broad range of customers at senior management level
- Commercial appreciation
Work life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.
