We are currently looking for a Integrated Customer Experience Manager.
We offer:
An exciting role, part of a dynamic and international organization with the possibility to continuously apply and develop your competencies.
You will get international exposure: As part of your job you will be building relationships with high level stake-holders and cross functional teams across the globe.
Key Responsibilities:
•Provide excellent customer experience as a solid foundation for business growth, through efficient and highly skilled team.
•Manage, supervise and provide leadership for all aspects of the Customer Experience team activities, drive implementation of commercial and operational strategies
•Organize, coach, challenge, and develop team members, including proactive daily support to the team
•Maintain and develop strong relationship with customers including conducting regular service calls and business reviews
•Drive continuous improvement, monitor team performance against set Targets and take corrective actions as required.
•Act as escalation point for unresolved matters within or handled by the team
•Act as a role model by representing the voice of the customers throughout the organization whilst protecting the company’s interests.
•Provide solutions and take the lead in resolving end-to-end process issues.
•Plan and develop leadership and subject matter specialist pipeline through regular Talent, Career and Development conversations
Key Metrics
•NPS
•Agreed Customer Specific KPIs
•Team Productivity
•Commercial Growth
•Team Engagement
We are looking for:
•Excellent understanding of logistics process, procedures and practices (nice to have)
•Excellent written and verbal communication skills both Finnish and English
•Strategic planning and goal setting relating to the department and to the position
•Bachelor degree or above
•Professional PC skills – as minimum Microsoft Outlook, Word, Excel and Power Point
•Ability to work under pressure, in dynamic and multi cultural environment
•Open mind, strong drive, commitment and sense of urgency
We look forward to your application!
