Customer Experience/Engagement Manager

Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we – Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that approximately 80% of world trade is carried by sea?
We want to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?

We are now looking for a 

Customer Experience/Engagement Manager (m/f/d)

to join our team working for a better future. 

The preferred location for the position is in Hamburg, Germany but also Denmark, Finnland, France, Italy, Neatherlands, Norway, Switzerland & United Kingdom are possible locations.

What you will be doing 

You will have the opportunity to develop, implement and oversee customer experience strategies. This role enables streamlining customer feedback, managing customer touchpoints, supporting initiatives to improve overall customer satisfaction and loyalty. The ideal candidate is a proactive leader with a strong background in customer service, customer journey mapping and process improvement.

As Customer Experience/Engagement Manager your work will focus on these responsibilities: 

• Develop and implement customer experience management strategies & tools that align with the company's goals and objectives.
• Interpret customer feedback, survey results, and other data to identify trends and areas for improvement.
• Develop and maintain customer journey maps to identify key touchpoints and opportunities for enhancement. ⦁    Collaborate with cross-functional teams to implement customer experience management projects and initiatives.
• Continuously improve the tools and practices in customer experience management.
• Stay updated on industry trends, best practices, and emerging technologies in related field.

Collaboration in other finance and controlling tasks (FiCo): 

• You will assist with various finance and controlling tasks, such as budget planning, cost analysis and other controlling processes.

To be successful in this role we expect you to have: 

• Bachelor's degree in Business, Marketing, Industrial Engineering, or a related field.
• Minimum of 5 years of experience in customer service, customer experience, or related roles in a B2B industrial environment.
• Strong analytical skills and the ability to interpret customer data to drive decisions. ⦁    Excellent communication and interpersonal skills, with the ability to build relationships across the organization.
• Proven experience in leading cross-functional teams and managing projects.
• Knowledge of customer experience tools, software, and methodologies.
• Strong problem-solving skills and the ability to think strategically.
• Fluent English written and spoken

Why you and us?

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative. 

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition? 

We have an amazing team and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future. 

Contact & next steps 

We hope to hear from you soon, by submitting your application through our careers portal. We aim to keep you updated on the process throughout. 

Welcome to join us in shaping the decarbonisation of marine and energy!
 

Last application date: 01/07/2024 

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities. 

This is Wärtsilä 

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com. 

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