Freudenberg Nonwovens, LP

Customer Experience Manager

Freudenberg Nonwovens, LP • $70K — $95K *
Londonderry, NH 03053In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Management, or related field
  • 3-5 years of experience in customer success or experience management
  • Strong background in process improvement and project management
  • Experience with digitalization and automation tools
  • Excellent leadership and team management skills
  • Strong analytical and problem-solving abilities
  • Ability to travel as needed within the region and internationally

Responsibilities

  • Lead and manage the Customer Experience Team by providing strong leadership and direction
  • Analyze customer experience processes to identify inefficiencies and implement process improvements
  • Establish a proactive customer engagement model to enhance customer satisfaction
  • Partner with Sales to address customer retention risks and coordinate service recovery actions
  • Use customer feedback and service trends to improve customer lifetime value and account health
  • Develop and monitor key performance indicators to track success of customer experience initiatives
Full Job Description
Responsibilities:

  • Lead and Manage Customer Experience Team: Provide strong leadership and direction to the Customer Experience Team. Ensure the team is motivated, engaged, and aligned with company goals. Conduct critical conversations to address performance issues and provide constructive feedback. Monitor and track team members' performance, setting clear objectives and expectations. 
  • Identify and Implement Process Improvements:Analyse current customer experience processes to identify inefficiencies and areas for improvement. Develop and execute strategies to enhance customer satisfaction and operational efficiency.
  • Drive Customer Success and Proactive Engagement: Establish a proactive customer engagement model that anticipates customer needs, supports onboarding and adoption, improves responsiveness, and strengthens long-term customer relationships. Ensure the team identifies opportunities to improve the customer journey and creates follow-up actions that support customer satisfaction and loyalty.
  • Support Revenue Retention and Risk Mitigation: Partner with Sales and Sales Operations to identify customer retention risks, service-related dissatisfaction, recurring order issues, contract concerns, and potential churn indicators. Coordinate corrective actions, escalate material risks, and support account retention strategies through timely service recovery and clear internal ownership.
  • Improve Customer Lifetime Value Through Service Excellence: Use customer feedback, service trends, CRM activity, order behavior, and issue patterns to identify opportunities to improve account health and deepen customer value. Recommend actions that improve repeat business, reduce friction, and support sustainable revenue retention. 
  • Monitor Performance Metrics: Develop, track, and report on key performance indicators (KPIs) to measure the success of customer experience initiatives. Use data to drive decisions and demonstrate improvements.

Qualifications:

  • Bachelor's degree in Business, Management, or a related field.
  • 3-5 years of experience in a customer success or customer experience management
  • Strong background in process improvement and project management.
  • Experience with digitalization and automation tools and initiatives.
  • Excellent leadership and team management skills.
  • Strong analytical and problem-solving abilities.
  • Ability to travel as needed within the region and internationally.

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Klüber Lubrication NA LP

About Freudenberg Nonwovens, LP

Freudenberg Nonwovens is a leading manufacturer of nonwoven fabrics for a variety of industries, including automotive, construction, filtration, healthcare, and hygiene. The company's products are used in a wide range of applications, from air and liquid filtration to wound care and feminine hygiene. Freudenberg Nonwovens is a subsidiary of the Freudenberg Group, a global technology company with operations in more than 60 countries. The company was founded in 1849 and is headquartered in Weinheim, Germany. Freudenberg Nonwovens has manufacturing facilities in North America, Europe, and Asia.
Learn more about Freudenberg Nonwovens, LP
Size
2,000 employees
Industry
Manufacturing & Automotive
* Ladders Estimates

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