Role Overview

We are looking for an experienced and results-driven Customer Experience Manager to lead the continuous improvement of our customers’ journey. This role will focus on analysing the various customers’ buying journey in the various countries and find opportunities for streamlining, simplifying and digitalizing key sales touchpoints to drive and sustain our best-in-class customer experience. The successful candidate will have a deep understanding of customer service and back-office processes as well as of IT tools (CRM/Salesforce, ERP, Website). They must possess the ability to simplify complex processes, influence without authority, manage projects independently, and communicate changes effectively within and outside the business.

Key Responsibilities

Customer satisfaction: Develop, execute and govern the customer journey ensuring we drive and sustain best in class customer experience.

Customer journey mapping: detailed mapping of the various customer journeys in the organization to identify areas of improvement, simplification, and consolidation.

Process Simplification: Break down complex processes to create streamlined, user-friendly experiences for customers.

Digital Transformation: Drive the digitalization of the customer journey by transitioning certain analogue and in-person sales touchpoints to digital platforms, enabling self-service capabilities for customers.

IT Tools Proficiency: Utilize and integrate IT tools such as CRM (Salesforce), ERP systems, and websites to enhance customer experience and streamline processes.

Project Management: Independently manage projects from inception to completion, ensuring timely and successful implementation of digital initiatives.

Influence and Collaboration: Effectively influence stakeholders across various levels of the organization without formal authority, fostering collaboration and buy-in for digital transformation projects.

Communication: Communicate changes and updates clearly and effectively to both internal teams and external customers, ensuring smooth transitions and adoption of new digital tools and processes.

Performance Tracking: Monitor and analyse the performance of digital touchpoints, using data-driven insights to optimize the customer experience and drive business growth.

Cross-functional Collaboration: Work closely with cross-functional teams, including IT, sales, marketing, and customer support, to ensure integrated and cohesive customer experiences.

Customer Insights: Gather and analyse customer feedback and insights to continuously improve touchpoints and address customer needs effectively. Including managing our Net Promoter Score yearly customer survey.

Critical Competencies for Success

ü

Proven experience in driving digital transformation and enhancing customer experiences through digital tools.

ü

Strong understanding and hands-on experience with CRM systems (e.g., Salesforce), ERP systems, and website management.

ü

Exceptional project management skills with the ability to manage multiple projects simultaneously.

ü

Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels.

ü

Analytical mindset with the ability to leverage data to drive decision-making and optimize processes.

ü

Ability to simplify complex processes and create user-friendly digital experiences.

ü

Strategic thinker with a results-oriented approach and a passion for enhancing customer experiences.

ü

Languages: Very good knowledge of the English language. More languages are a plus.

Organisational Chart

The Customer Experience Manager reports into the Marketing & Communications Director

What we offer

Opportunity to join a diverse, dynamic, and fun international team that likes to challenge the status quo with new ideas and maximum creativity.

The possibility to bring your know-how to the service of a growing sector that is part of the international engineering group IMI.

IMI is an inclusive employer; diversity is very important to us, and we want to receive applications from people from all backgrounds

How to Apply

About Us

About IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

About Climate Control (currently referred to as IMI Hydronic Engineering)

As one of IMI’s six business sectors, Climate Control is dedicated to working with its customers to deliver indoor climate solutions. Together, we focus on maximising energy efficiency and control for residential, commercial, and industrial buildings. Our products and system knowledge can be applied to heating, cooling, and domestic hot water applications.

We are more than our products

We are a team united by our passion for HVAC operations and energy savings. We harness our collective expertise to reimagine the ustainability of our cities and buildings through optimal climate control. And as our buildings become more intelligent, we’re committed to guiding our customers every step of the way, understanding their challenges, and collaborating closely to provide high-calibre, data-driven solutions tailored to their needs.