Customer Experience Manager

Job DescriptionRole: CX ManagerLocation: Midlands, (Home based)Contract: PermanentAs MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.OUR DREAMWe know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.OUR PEOPLE & WAYS OF WORKINGAt MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.THE ROLE IN SHORT:The Customer Experience Management team (CX-M) exists to understand the needs of our customer, create intimacy, adapt solutions to meet these needs and maintain strong, meaningful relationships with our customers. CX-M has consistently demonstrated a powerful retention ability; in turn building loyalty, strong relationships and references.The CX-M is focused, available, knowledgeable and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the user first.Our CX-M:Create customer intimacy by proactively keeping in touch with clientsCoach our customers to get value from Masternaut products and servicesAre responsible for monitoring, reviewing and implementing improvements to service performanceAct as the first point of escalation for our customers for any complex queries or issuesWithout commercial priorities, a CX-M is often best placed to be the early warning system to address any issues up front, avoiding an escalation of customer dissatisfaction.WHAT WILL I BE DOING:Cultivate meaningful customer intimacy with a combined portfolioImprove customer satisfaction scores and NPSImprove customer retention and reduce churnConnect Customer Experience Manager across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless serviceServe as an escalation point for resolving issuesPerform to monthly on KPIs to monitor customer interaction cadence and customer satisfactionPerform root cause analysis of customer issues and implement solutions to resolve these issues permanentlyObtain, collate and present customer feedback and insight on both service and productCarry out any other duties as designated and deemed reasonable by the CompanyUnderstand, demonstrate and adhere to Masternaut valuesTO BE SUCCESSFUL YOU WILL LIKELY HAVE:University degree, and a track record of continuous professional growthCustomer service experience with system and process knowledgeAbility to build internal relationships across different teams and business areasAccountability for issues and knowing when to escalateAbility to take initiativeExcellent communication and presentation skills, in particular communicating complex information succinctly and effectivelyHighly developed interpersonal and influencing skills, good external relationship skillsAbility and confidence to operate effectively across a broad range of customers at senior management levelCommercial appreciationWork life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.