Customer Experience Transformation Lead
4 weeks ago
Job Title: Customer Experience Transformation Lead
Job Summary:
We are seeking a Customer Experience Transformation Lead to join our team at Saint Gobain Abrasives. As a key member of our organization, you will be responsible for leading the transformation of our customer experience, driving business growth, and enhancing customer satisfaction.
Key Responsibilities:
- Develop and implement a customer experience strategy that aligns with our business objectives.
- Lead cross-functional teams to identify areas for improvement and implement change initiatives.
- Drive customer-centric strategies that enhance customer value and loyalty.
- Manage and deliver our annual customer survey and associated action plans.
- Develop and implement a program for benchmarking customer experience and service across EMEA and UK&I businesses.
- Lead customer service reviews with key accounts and set OTIF targets and deliver action plans.
- Develop and deliver service level agreements for each customer segment.
- Roll out SLA knowledge and expectations throughout Stafford teams.
- Deliver annual reviews of customers' segments and recommend amendments.
- Lead CSI improvement activities across all functions.
- Manage all pricing activities.
- Ensure all customer complaints, service, and quality are rigorously investigated and resolved.
- Engage and develop a robust people strategy, assessing skill gaps, delivering training and coaching, and targeting an increase in productivity and engagement across the team.
Requirements:
- Strategic and commercially minded with a strong understanding of customer experience and service.
- Proven ability to drive change and lead cross-functional teams.
- Excellent leadership and influencing skills.
- Strong analytical and data-driven skills.
- Project management experience.
About Us:
Saint Gobain Abrasives is part of Saint-Gobain UK & Ireland and manufactures and distributes high-quality abrasive products to engineering, distribution, and retail markets.
This is a hybrid role working 3 days a week in our Stafford-based head office.
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