Job Summary
The Customer Experience Manager – EMEA leads our Order Management and Order Support teams across the EMEA region. This role is pivotal in driving operational excellence, customer satisfaction, and team performance across the EMEA region, with team members seated in Germany, France, Spain, and Ireland. Their team is responsible for ensuring efficient order entry for our EMEA customers, and advocating for the customer to ensure accurate and on-time delivery. The ideal candidate will be a hands-on leader with a passion for process optimization, cross-cultural team development, and delivering exceptional customer experiences.
Specific responsabilities
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-Team Leadership & Development
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-Directly manage Order Management Supervisors and Order Support Representatives across EMEA.
-Foster a collaborative, high-performance culture across geographically dispersed teams.
-Provide coaching, mentoring, and performance feedback to ensure individual and team growth.
-Customer Experience Strategy
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-Develop and implement customer experience initiatives aligned with regional and global business goals.
-Monitor customer satisfaction metrics and lead continuous improvement efforts.
-Serve as the voice of the customer within the organization, advocating for their needs and expectations.
-Operational Excellence
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-Oversee order management processes to ensure accuracy, timeliness, and compliance with regional regulations.
-Identify and implement process improvements to enhance efficiency and reduce friction in the customer journey.
-Collaborate with Sales, Marketing, and Supply Chain teams to ensure seamless order fulfillment and support.
-Cross-Functional Collaboration
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-Partner with regional stakeholders to align customer experience strategies with market-specific needs.
-Lead initiatives to harmonize tools, systems, and workflows across EMEA teams
Required qualifications
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-Proven experience in (5-7 years) customer experience, order management, or operations leadership roles.
-Strong people management skills, ideally with experience leading international teams.
-Excellent communication and interpersonal skills across cultures and languages.
-Analytical mindset with a track record of driving data-informed decisions.
-Self-starter, highly motivated with excellent business-wide communication skills.
-Ability to work self-directed and prioritize a wide range of projects or requests on an ogoing basis.
-Fluent in English.
-Proficient computer skills. Familiarity with Microsoft Office Suite.
-Ability to quickly acquire knowledge of technical products.
-PC/desk work including reading/typing. Ability to work flexible schedules/extended hours on occasion to collaborate with partners in Europe and Asia. Occasional travel to visit customers or consultants.
-Ability to travel 10-20% of the time, primarily within Europe.
