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Customer Experience Manager

Are you a customer-focused and data-driven programme manager with robust experience in the Net Promoter Score methodology? Then join us as our Marketing Excellence Manager and start bringing a zero-carbon world closer every day.

 

Full-time – Location flexible for the right candidate 

Are you a customer-focused and data-driven programme manager with robust experience in the Net Promoter Score methodology? Can you lead change throughout the organisation? Are you comfortable communicating at various levels of the organisation? Are you an enthusiastic professional who enjoys the challenges and rewards of working in a multi-cultural and fast changing environment while contributing towardsbringing a zero-carbon world closer every day? If this description appeals to you, then you might be interested in joining BDR Thermea Group as our Customer Experience (CX) Manager.

This is what we see as your role

The Customer Experience Manager will play a key role in our organisation, as we strive to become our customers’ first choice. The CX Manager will drive and optimise the implementation of the Net Promoter Score (NPS) methodology across the regions and support the implementation of the NPS 'Insight – Action – Measure' operating model across BDR Thermea Group.

The Customer Experience Manager will lead the exciting process of moving our organisation to the next level of customer intimacy by implementing the NPS methodology and acting as the link between the regions and the Management Board. This position will work to establish insights coming out of the NPS surveys, identifying overarching themes and coming up with focus areas to improve our sales and marketing capabilities. This position will be key to building up a network of regional experts to implement measurement consistently, share best practices and communicate with colleagues throughout the organisation.

In your role as CX Manager, your scope will be customer experience, programme management and operational excellence. This requires you to work in close partnership with business stakeholders, Marketing and IT partners and BDR Thermea Group IT to implement the NPS methodology and drive action following the NPS insights. This role will play a significant part in contributing to the strategic priority of becoming our customer’s first choice and achieving a Net Promoter Score of >50%.

Your knowledge, skills, experience and character include

  • You have significant experience in marketing for at least 10 years
  • You have robust experience in B2C & B2B sector NPS programmes
  • You have strong project management skills
  • Work experience in a relevant industry is highly desired
  • You will be educated to degree level, preferably Masters
  • You can build productive working relationships and it’s essential that you can influence decision-making
  • You have strong communication skills and the ability to lead others in a matrix organization in a multicultural environment
  • You have the ability to think strategically, you are highly commercial and customer focused
  • You are self-motivated and you take the initiative on projects with little direction
  • You thrive in fast-changing environments
  • You are fluent in English, multi languages preferable
  • You are willing to travel up to 30-40% (once Covid restrictions permit)

What’s it like to work at BDR Thermea Group?

You will work in a motivated, technical organization with a high level of ambition. You’ll receive an attractive remuneration package, flexible working hours, and many opportunities to remain up-to-date with the latest sector developments through training and courses.

In addition to this, we also offer you:

  • An international career in a challenging environment
  • Passionate and professional colleagues who love what they do
  • Working closely along our Strategic Initiatives contributing towards the energy transition
  • Being part of BDR Thermea Group and contributing to this

Are you ready to dedicate your career to winning the energy transition?

Apply by clicking the button below and submitting your CV and motivation.

About BDR Thermea Group

We are a leading manufacturer and distributor of sustainable climate and sanitary hot water solutions and services around the world. We provide smart thermal comfort solutions for residential and commercial buildings with near-zero carbon footprint. With over 6,700 employees across Europe, North America, Turkey, Russia and China and annual sales close to €1.8 billion, we operate in over 102 countries worldwide. We own and sell many of the leading brands for heating products, including Baxi, De Dietrich, Remeha and Chappee.