Customer Experience Manager (m/f/d)
Austria - Remote, France - Remote / Field, Germany - Berlin, Germany - Bremen, Germany - Darmstadt, Germany - Regensburg, Germany - Remote / Field, Spain - Remote / Field, United Kingdom - Remote / FieldUpdate time: September 18,2020
Job Description
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.
We are currently recruiting for a Customer Experience Manager (m/f/d)
Location: Remote EMEA
Position Summary:
The Customer Experience Manager (m/f/d) will be part of the LSG Customer Experience team. The role’s primary focus will be on managing customer escalations and key projects for our EMEA Customer Command center. This includes mitigating impact of business change and driving focus on customer loyalty by working across functions and management levels to drive business and customer success.
Responsibilities:
Minimum Requirements/Qualifications:
Preferred Qualifications:
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or any other legally protected Status.
We are currently recruiting for a Customer Experience Manager (m/f/d)
Location: Remote EMEA
Position Summary:
The Customer Experience Manager (m/f/d) will be part of the LSG Customer Experience team. The role’s primary focus will be on managing customer escalations and key projects for our EMEA Customer Command center. This includes mitigating impact of business change and driving focus on customer loyalty by working across functions and management levels to drive business and customer success.
Responsibilities:
- Understands the current, end to end, global LSG customer experience, business plans and future expectations
- Actively involved in business change, integration and strategic planning
- Leads and motivates a cross-functional team of associated Customer Command Center Functional Liaisons and Subject Matter Experts to assess and project manage escalated cases to resolution
- Manages incoming customer experience escalations to ensure cases managed within Command Center meet the threshold criteria for escalation and identifies proper resources to engage through the entire case management process
- Project manages the active issue list to ensure customer remedy as soon as possible, holding team members accountable for issue characterization, root cause analysis and resolution
- Establishes case priority and ensures cases are managed according to the CCC process and with the right urgency based on impact to LSG customer base and the business
- Leads the Case Management Operating mechanisms within the region in partnership with CCC team
- Provides creativity and judgment of the right customer experience solution for a given issue
- Prioritizes issues/trends/themes with respect to customer impact
- Generates and shares insights on root cause and key customer experience themes with internal stakeholders, including senior leadership
- Interfaces with Global CCC team to identify and share globally impacting issues
- Interfaces directly with customers where appropriate
- Participates on or leads project teams, as necessary, to ensure customer experience is well represented throughout
- Advises and assists on internal and external change communications
- Highly motivated and self-directed with good project management skills and ability to multi-task
- Other duties as assigned
Minimum Requirements/Qualifications:
- Bachelor’s degree in Business or related field or equivalent work experience
- 2+ years of experience in project management
- Solid understanding of customer experience
- Excellent oral and written communication skills
- Critical thinker with strong analytical skills
- Proven track record in driving operational improvements throughout a matrixed organization
- Strong business acumen with passion for learning
- Ability to build and develop relationships across the organization and with customers
- Large scale, global experience
- Ability to travel up to 25% and work within global timezone requirements
Preferred Qualifications:
- 5+ years of experience in related field
- Previous experience in similar role
- Enterprise Feedback Management system and process experience
- Commercial experience
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or any other legally protected Status.
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