Reporting to the Deputy CEO Services, you will play_ a pivotal role in measuring and ensuring the improvement of customer satisfaction and positive experience, starting from gathering valuable customer feedback and following up the continuous improvement process._
- As main tasks you will:_
- _ Advocate a customer-first mindset throughout the survey process and within the service organizations and division._
- _ Be responsible for the execution of the customer satisfaction survey plan approved by top management._
- _ Collect feedback from customers regarding services/products and identify customer pain points._
- _ Activate and follow-up actions and continuous improvement activities based on collected feedback._
- _ Monitor and measure key performance indicators (KPIs) related to customer satisfaction, actions, and continuous improvement actions, providing regular reports and insights to management and stakeholders._
- _ Escalate to top management urgent matters as soon as they emerge by customers._
- _ Be responsible for assigned resources and budget for executing the activities._
- In particular, _you will:_
- _ Understand customer pain points, preferences and expectations._
- _ Collaborate with all service organizations, company, and division functions to improve overall customer satisfaction._




- _ Escalate to top management key topics and issues from the customers when a fast response is needed.:_
- _ Support the preparation of a yearly customer satisfaction survey plan in line with top management needs and expectations._
- _ Design and implement effective customer surveys._
- _ Analyze survey results to identify actionable insights_
- _ Gather feedback on product/service quality, responsiveness, and other relevant parameters_
- _ Proactively identify areas for improvement based on customer feedback._
- _ Work closely with relevant functional teams to address customer concerns and facilitate the resolution of blocking points._ **YOU POSSESS THESE SKILLS AND ABILITIES**: - Strong analytical skills to interpret customer data and feedback.
- Excellent communication and interpersonal skills to effectively collaborate with various teams and interact with customers.
- Ability to develop and implement customer experience strategies and initiatives.
- Problem solving skills, to identify and address customer issues, resolve conflicts, and create solutions to pain points.
- Fluent in English and French language.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Proficiency with Microsoft 365 package. A willingness to travel (up 30% of the time) is required to successfully cover the role.

📌 Customer Experience Manager (Lonate Pozzolo)
🏢 Fives Intralogistics
📍 Lonate Pozzolo