Customer Experience Manager

Customer Experience Manager

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17.000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.

We are looking for a Customer Experience Manager to join our Group and become part of our team and write the next chapter in this success story with a career at Endress+Hauser Singapore, "Driving Progress Together".

What is the role about?

The Customer Experience Manager steers the strategic planning process to secure an excellent customer experience for all customers. This position entails overseeing the inside sales function within the Singapore office and carrying the responsibility for supporting the marketing, sales, and service functions. Generally, the Customer Experience Manager coordinates, plans, and supervises a company's Inside Sales team, aiming to ensure the optimized interaction between the company and its customers and lead the team to achieve the Departmental KPIs and goals.

This role will be based in Singapore, is part of the Sales Department and reports to the Country Sales Manager.

**Which tasks will you perform?**
You will be:

- Responsible for the leadership and management of the inside Sales function in the Sales Center
- Responsible for coaching, mentoring, and developing the Inside Sales Engineers
- Ensure strategic alignment of the local organization with the group strategy.
- Responsible for the implementation and communication of the strategic plans in conjunction with the local key stakeholder
- Lead & drive the Customer Experience Management (CXM) program.
- Work with respective stakeholders to provides insights, tools, methods, and trainings for the team to become truly customer centric.
- Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.
- Establish communication channels through which E+H Customers can reach out to us easily and effectively.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Work closely with Sales / Marketing departments to analyze customer’s feedback and develop activities/events effective for improved customer experience.
- Work with Corporate Team (HQ) to conduct surveys to gather information on customer opinion of rendered services.
- To work with respective stakeholders to grow E+H Digital business.
- To work closely with External Sales in a team approach to serving the customers.
- Guide and direct the activities of Inside Sales Engineers to ensure their interactions with customers reflects positively on the company.
- Mentoring of Inside Sales Engineers to ensure compliance with set standards of courtesy and professionalism.
- Good understanding & operationally strong on processes for costings, quotations and proposals using CEP, SAP system.
- To provide guidance to team on technical advisory, project proposals follow-up, negotiations, closing project orders and customer liaison.Any other tasks might be required by the Company to support the business strategy.

**What do we expect from you?**
You:

- Degree in Engineering or related studies (Electrical, Chemical Mechanical or Process)
- Work Experience in MNC and similar industry will be an advantage
- At least 3 years of relevant management experience
- Experience in managing and leading teams in a dynamic work environment
- Knowledge of relevant products and industries
- Technical knowledge of process automation and instrumentationKnowledge of SAP and Salesforce

**What can you expect from us?**
- We are a family-owned, highly committed company with a sustainable vision.
- We promote lifelong learning with versatile training and further education opportunities, internal knowledge transfer and e-learning.
- We prioritize Work-Life Balance, offering flexible working hours and remote work opportunities to support our employees in maintaining a healthy balance.
- We prioritize Employee Well-Being by offering a comprehensive medical insurance coverage that support our employees' overall wellness.
- We support Family-Friendly Policies, including maternity, paternity, childcare and wellness leave, to assist our employees in balancing their professional and family commitments.We encourage Continuous Learning through e-learning courses offered to our employees, promoting personal and professional development within our organization.

**How do you apply?**

Applications sent to us by E-Mail cannot unfortunately be considered due to Data Priva