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Customer Satisfaction Manager
Reporting to the Production Director and through management of the existing Worcester based Customer Satisfaction Team, the Customer Satisfaction Manager is targeted on the overall improvement in external customer satisfaction as well as the timely and efficient reaction to problem resolution and compliance management.
Following the retirement of the existing and established Customer Satisfaction Manager, the Customer Satisfaction Manager is targeted on the ongoing development and performance success of the customer satisfaction activity working with the internal operations and engineering teams as well as the European based Group companies.
The responsibilities are as follows:
- Manage and support high levels of customer satisfaction from the manufacturing facility in Worcester across the European sales and service organisations
- Ensure timely and successful management of complaints with a core target to reduce the level of challenges through effective communication, inter-departmental engagement and direct interaction.
- Improve overall problem resolution activities through the use of effective processes and repeatable processes inside and outside of Worcester.
- Influence and grow the confidence in the Worcester based manufacturing site across the European Groups. Take a proactive approach to customer satisfaction leading to cost and time reduction as well as ensuring the organisation is considered as a world class leading operation.
- Additional responsibility for the Machine Customisation Support Team (retrofit machine options)
With the consideration of these core targets, further role elements include:
- Ensuring the accurate collection of KPI information leading to the targeted improvement of customer satisfaction performance through analysis, communication and action.
- Ensure corrective actions are identified and completed in a timely and accurate manner and to also prevent re-occurrence.
- Understand warranty costs and identify methodologies or processes working across all departments to reduce this value to the business.
- Reduce the number of complaints and target the timely resolution of existing complaints through frequent and detailed inter-Group engagement as well as generating 'buy-in' and managing escalation correctly.
- Identify and introduce improvement projects closely liaising with internal and external customers.
- Manage the Customer Satisfaction Team to support effective and positive engagement at all levels.
- Ensure timely delivery of retrofit options both from a quotation & delivery stand point
- Collaborate with Engineering to ensure retrofit option quality is delivered to our customers expectation & is competitively priced
- Management of the profitability and revenue of retrofit options
- Be seen to be proactive and customer satisfaction focused.
With a business target to also improve overall profitability, the Customer Satisfaction Manager is instrumental in using a process driven approach and appropriate inter-sector recognised quality and satisfaction improvement tools.
To support this role, you should have/be:
- A minimum of 5 years' experience at a similar level in leading a multinational customer satisfaction organisation within a similar capital equipment manufacturing and supply market
- A core understanding of the measures of the customer satisfaction environment and be able to identify and implement or continue to deliver relevant processes to increase customer satisfaction success as well as reduce complaints.
- Experience of leading from the front through effective and positive engagement, creating a culture of ownership, commitment and success generation.
- A strong/qualified technical and engineering awareness to understand the engineering and operational complexities of the products involved and manufacturing process.
- A strong/qualified commercial and financial awareness.
- Excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met.
- Strong communication and interpersonal skills, with the ability to build relationships with multi-national stakeholders and overall, influence decision-making personnel.
- Excellent problem-solving and decision-making skills in order to make measured judgements under pressure.
- Strong organisational and planning skills, with the ability to manage multiple tasks and priorities simultaneously.
- Able to communicate and travel in support of the role.
- An academic level of degree level and above in a suitable or relating subject(s).
Desirable Criteria
- Have technical experience from a machine tool environment.
- Be able to speak English at a business and technical level and have use of another core European languages.
- Proven experience in managing business systems development and deployment, from conception to implementation.
- Where possible, candidates should have experience from a relating or similar industry. A direct awareness of manufacturing is required along with project management tools and methodologies.
This position offers a senior level salary, package, benefits and strong performance related bonus structure. The role will require travel between the organisations' European sites and will have regular and positive engagement at all levels. It is noted that this role is a significant position and has an opportunity to further improve our Clients' market success.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
