SR MANAGER CUSTOMER EXPERIENCE

Job Overview

We are considering candidates who work remotely within Central European Time or US Eastern Standard Time. Our teams are located in Ottobrunn, Germany; Gevrey-Chambertin, France; Krakow, Poland; and Fuquay-Varina, NC, USA. Candidates in proximity to these locations are encouraged to apply.

TE’s Energy business unit (BU) develops innovative connectivity technologies that keep the power on while accelerating the transition to renewable energy sources. Join us on our growth journey to double in size over the next five years! 

In this newly created role, the Sr Manager Customer Experience (CX) will spearhead the strategy for accelerating growth at scale with strategic customers while improving overall ease of doing business to drive customer loyalty and successfully position TE as the supplier of choice. This role will be instrumental in unlocking value by shaping differentiated experiences that delight our strategic customer segments as measured by satisfaction drivers and overall net promoter score (NPS).

The successful candidate will lead project management across multiple cross-functional workstreams to define customer segments and respective service levels, establish market and customer listening strategies that deliver actionable insights, and influence change through communications, new business processes and governance – all to better serve our targeted customers in a repeatable, scalable way. 

The CX Manager is a key figure in the business go-to-market strategy and has high organizational visibility, reporting to the Sr Director of Marketing and accountable to the Energy global leadership team. This role will work in close partnership with enterprise and segment teams that will provide frameworks and strategic support in connecting end-to-end commercial strategies. 

Key Responsibilities

Project Management and Change Leadership:

•    Lead the Energy CX improvement program, cross-functional CX core team, and representation across enterprise-wide projects dedicated to improving customer experience. 
•    Identify and implement process improvements that enhance customer experience, leveraging analytics to drive efficiency and effectiveness in our commercial go-to-market and delivery fulfillment operations.
•    Drive change management initiatives, manage timelines, resources, stakeholder expectations and buy-in, and facilitate seamless implementation across functions and levels of the organization. 

Customer Intelligence:

•    Define and govern Energy customer data collection, hierarchies and systems, ensuring precision and consistency in our data-driven approach, and allowing for personalization and targeting programs.
•    Shape and lead voice of customer (VOC) and market intelligence practices, as well as customer and product data analytics, to monitor customer behaviors, customer needs and TE’s performance in the Energy market, including customer journey mapping, benchmarking, and our annual NPS survey.
•    Deliver actionable insights and guide strategic decisions to improve customer service and operational processes.

Customer Segmentation and Service Level Strategy:

•    Serve as the data expert for understanding the business’ customer ecosystem, employing analytics to segment customers effectively and tailor respective experiences.
•    Define customer service levels across defined business functions including operations, sales, customer service, product management, and engineering.

Cross-Functional Collaboration:

•    Work in close partnership with teams across the Energy BU and TE Connectivity, including segment and enterprise marketing, sales, customer care, IT, operations, and product management, to ensure a unified approach to the full customer experience.
•    Facilitate the sharing of insights and best practices and foster a culture of data-driven and customer-centric decision making and continuous improvement.

Qualifications and Experience

•    Bachelor’s or Master’s degree in Business, Data Science, Marketing, Engineering, or related fields.
•    Minimum of 5 years of experience in consulting, analytics, customer experience management/ design, project management, and/or change management, preferably with exposure to a B2B environment.
•    Proven track record of leading cross-functional projects and change initiatives, with strong project management skills.
•    Deep analytical skills, with experience in customer and product data analytics, segmentation, and management.
•    Demonstrated commitment to fostering a culture of continuous improvement, innovation, and customer-centricity.
•    Knowledge of customer intelligence tools (e.g., NPS, VOC) and experience in leveraging these insights to drive strategic decisions.
•    Fluency in English
•    Six Sigma, PMP or related certification is a plus

Skills and Competences

•    Exceptional communication, presentation and leadership abilities
•    Highly capable of forging relationships, navigating complex organizational structures and influencing stakeholders across various levels.
•    A self-starter adept at effectively working in a complex, global, matrixed organization.
•    Strong business acumen 
•    Problem-solving skills with the ability to think strategically and analytically.
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•    10-25% travel; flexibility to travel globally as required

Competencies