Watts Water Technologies
This listing was posted on Broadbean.
Customer Experience Manager
Location:
North Andover, MA
Description:
We're Watts. Together, we're reimagining the future of water.We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.What we do:For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation - and we have a dynamic future ahead.Who We AreAt Watts, we can feel proud every day about what we do. No matter what function we support, we're all part of the same crucial mission - to provide safe, clean water for the world, and to protect our planet's most valuable resource.That's why we've designed and manufactured high-quality products for 150 years, that are trusted by customers across the globe. It's why we're at the forefront of innovation and work with industry-leading technology to provide smart and connected, sustainable water solutions for the future. And it's why we help people around the world gain access to water through our humanitarian work.We care - about quality, sustainability, and each other. We work collaboratively, as One Watts, to make a real difference. After all, the whole world needs water. Not many companies can offer that level of stability and career growth, combined with real purpose. What we do matters - together, we're reimagining the future of water.As the Customer Experience Manager, you will help ensure our customers have a seamless and positive interaction with our products and services. This is a hybrid position, allowing for a combination of remote and on-site work, and will report to the Director of Commercial Operations.You Will: * Lead and manage a team of 6-12 customer experience team members, including hiring, training and performance management. Fostering a culture of customer focus, collaboration and continuous improvement. * Utilize advanced knowledge of Salesforce and Phone system to optimize customer interactions, streamline processes, and ensure cohesion across customer support teams. * Leverage PowerBI and Excel (can perform complex functions) to analyze customer data, identify trends, and generate actionable insights to improve customer experience. * Implement and uphold industry best practices for customer experience, ensuring alignment with our goals and objectives. * Remove bottlenecks and implement best practices to enhance efficiency and effectiveness * Collaborate with teams to align customer experience strategies with broader business initiatives. * Provide ongoing development for customer support teams, focusing on enhancing customer-centric skills and problem-solving capabilities. * Establish feedback mechanisms to gather insights from customers, analyze feedback, and implement strategic improvements. * Develop and implement an efficient escalation process to address and resolve customer issues promptly. * Promote decision-making through data analysis, using key performance indicators (KPIs) to measure and improve customer satisfaction.You Have: * Bachelor's degree in Business, Marketing, or a related field. * 5+ years of related job experience * 2+ years related experience of successful supervisor/management experience leading a team and fostering development. * Experience in customer experience management. * Expertise in Salesforce and Cisco Finesse. * Proficiency in PowerBI and Excel for data analytics. * Analytical skills and ability to interpret data. * Experience with SAP, NPS, PowerBI, Excel, Sales Force, and Net Promoter Score(NPS) * Customer Experience journey/mappingWhat's In It For You: * People-First Culture - Enriching and caring for people is at the core of who we are; this includes our Diversity, Equity, and Inclusion (DEI) strategy, and providing our employees with meaningful career growth opportunities, a positive and safe work environment, and affirmation that they are heard, valued, and respected. * 401K Plan * Flexible PTO & Generous Paid Holidays * Educational Assistance * Variety of Medical plan options - choose the one that is right for you! * Sustainability - One of Newsweek's Top 400 of "America's Most Responsible Companies" for sustainability performance, three years running.PHYSICAL REQUIREMENTS:While performing the responsibilities of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. You must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:Work in both office and manufacturing environment. May occasionally be required to perform job responsibilities outside the typical office setting.#LI-KL1Watts in it for you: * Competitive compensation based on your skills, qualifications and experience * Comprehensive medical and dental coverage, retirement benefits * Family building benefits, including paid maternity/paternity leave * 10 paid holidays and Paid Time Off * Continued professional development opportunities and educational reimbursement * Additional perks such as fitness reimbursements and employee discount programs * Learn more about our benefit offerings here: https://tapintowattsbenefits.com/How we work:At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.
Company:
Watts Water Technologies
Posted:
February 8 on Broadbean
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More About this Listing: Customer Experience Manager
Customer Experience Manager is a Energy & Oil Manager Job at Watts Water Technologies located in North Andover MA. Find other listings like Customer Experience Manager by searching Oodle for Energy & Oil Manager Jobs.
Customer Experience Manager is a Energy & Oil Manager Job at Watts Water Technologies located in North Andover MA. Find other listings like Customer Experience Manager by searching Oodle for Energy & Oil Manager Jobs.