Customer Experience Manager

ph3About The Role /h3 /brpThe bCustomer Experience Manager /b is responsible for leading and enhancing the end-to-end customer journey across B2B operations. This role ensures the delivery of consistent, high-quality customer experiences by driving process excellence, leading high-performing teams, and aligning cross-functional stakeholders. /p /brpThe ideal candidate brings a minimum of 8 years of experience in customer experience or customer service management within B2B environments, with strong expertise in team leadership, process optimization, and operational execution. /p /brh3What You’ll Do /h3 /brh3Team Leadership /h3 /brul /brliLead, coach, mentor, and develop a high-performing customer operations team to achieve individual and organizational success. /li /brliCreate a culture of accountability, collaboration, ownership, and continuous improvement. /li /brliEstablish clear goals, performance expectations, and development plans for team members. /li /brliConduct regular performance reviews, coaching sessions, and career development discussions. /li /brliDrive employee engagement, retention, succession planning, and talent development initiatives. /li /brliLead organizational and process change initiatives while ensuring team adoption and effectiveness. /li /br /ul /brh3Customer Experience Strategy /h3 /brul /brliDevelop and execute customer experience strategies aligned with business objectives. /li /brliDrive continuous improvement initiatives across the customer journey and order-to-cash process. /li /brliAct as the escalation point for complex customer issues ensuring exceptional service delivery. /li /brliBuild and maintain strong relationships with strategic B2B customers. /li /brliCapture and translate customer feedback into actionable improvement initiatives. /li /br /ul /brh3Process Improvement Cross-Functional Partnership /h3 /brul /brliOptimize and standardize core customer-facing processes, including order management, complaints, and returns. /li /brliPartner with Sales, Supply Chain, Logistics, and Finance to improve service levels and operational performance. /li /brliDrive automation, system enhancements, and continuous improvement initiatives. /li /br /ul /brh3Performance Reporting /h3 /brul /brliMonitor and improve key customer experience KPIs, including NPS, on-time delivery, response and resolution times, order accuracy, and quality complaints. /li /brliDevelop dashboards and executive summaries for leadership review /li /brliProvide reporting and insights to leadership, identifying risks and opportunities for improvement. /li /br /ul /brh3What You Bring /h3 /brul /brliBachelor's degree in Business Administration, Supply Chain, or a related field. /li /brliMinimum 8 years of experience in Customer Experience or Customer Service Management within a B2B environment. /li /brliProven experience leading and developing high-performing teams. /li /brliStrong understanding of customer service operations within logistics, supply chain, or industrial sectors is essential. /li /brliExperience with ERP and CRM systems (Oracle NetSuite, HubSpot, or similar). /li /brliDemonstrated success driving process improvement and operational transformation initiatives. /li /brliStrong analytical, problem-solving, and stakeholder management skills. /li /brliExcellent written and verbal communication skills in English are required. /li /brliGerman is strongly preferred, and proficiency in any additional European language is an advantage. /li /br /ul /brh3About Us /h3 /brpWaldom is the global master distributor of electronic and electrical components, with over 78 years of history. Our unique model links the world’s leading manufacturers to more than 2,500 distributors, ensuring critical components reach the right place at the right time across healthcare, transportation, energy, industrial automation, and consumer electronics. /p /brpSustainability is central to our business strategy. Our bGreen Stock Program /b has kept more than 8 billion components out of landfills. /p /brpAt Waldom, we live our values of bOwnership, Communication, and Care /b. We are committed to supporting global causes, celebrating diversity, and helping every team member grow and make an impact. /p /p #J-18808-Ljbffr