Customer Satisfaction & Quality Sr Manager -007B1O
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Customer Satisfaction & Quality Sr Manager Country / Cluster
Key Responsibilities :
Manage the CS&Q function within the entity (Country)
Interact regularly with customers to better understand their expectations and concerns Represent the voice of customer and drive the customer centricity within the entity
Influence the decision process of their entity to always take into account the voice of the customers
Care for Very Important Customers as Global Strategic Account located in their Country
Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction & Loyalty Development)
Contribute to Customer Project Process
Alert the management on issues
Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, etc.)
Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy Implement the Schneider Quality Policy, define CS&Q roles, targets and objectives within the entity
Challenge the involved entities to improve customer satisfaction and achieve quality goals Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.
to ensure continuous improvement
Consolidate all Non Quality Costs and drive improvement actions
Manage the Quality Management System of the entity
Advocate to drive and implement the Global directives and policies
Network continuously with Global CS&Q team to ensure Country needs are understood and considered
Represent the entity in the Schneider organization for the Customer Satisfaction & Quality
Ensure the right level of competency for the CS&Q teams and career path
Reports to Head of Country and dot line reports to Head of CS&Q Zone. Also, is member of the Country / Cluster management committee.
Key experiences and qualifications
Post graduate degree / Masters
Green Belt or Black Belt trained
5 to 10 years experience in Sales / Marketing / Quality - Customer Oriented mindset
Strong recognized leadership
Strong influence skills with global mindset
At Schneider Electric we want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company.
We embrace a high-performance culture by being straightforward, open, passionate and effective and challenging the status quo.
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