Director Cust Exp

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Description

Position Overview:

As a Regional Customer Experience Leader at Honeywell Building Automation (BA) youll ensure exceptional customer satisfaction and contribute to our businesss success. Youll lead the customer experience strategy focusing on top-notch service and support. Your responsibilities include deploying best practices in customer experience managing front-end care order book management OTC training technical support and driving CX digital transformation. Reporting to the VPGM of the Region youll work from our Gurgaon Pune location on a Hybrid schedule directly impacting customer success and business growth.

Location: (Gurugram/Pune)

Travel/Territory: (50 % & Territory)

Responsibilities

KEY RESPONSIBILITIES

Responsible for definition and execution of Customer Experience across the businesses for that region
Deliver world-class customer support through a set of channels incl. operations technical support contact center and e-commerce/web.
Direct management of all functions within CX to ensure all functions work towards delivering world class CX for all business within the region.
Partner with the BA Digital Transformation leader to support the deployment of TITAN and digital capabilities in support of the larger CX digital transformation strategy for that region.
Ensure all CX Metrics for all functions for that region is established and agreed with the regional leader and meet or exceed them.
Responsible for CX knowledge sharing across all regional CX leaders within BA
Drive CX employee and leadership VOE engagement plan across region.
This position reports to the BA Regional Business leader and matrix reports to the BA Global Customer Experience leader.

Qualifications

YOU MUST HAVE

Bachelors degree in Business Administration Engineering or a related field.

Minimum of 15 years of experience in customer experience management or a related role.

Strong leadership and people management skills

Results oriented with a history of achieving breakthrough results

Strong analytical project management and problem-solving skills

Excellent communication and interpersonal skills

Proven track record of driving customer satisfaction and loyalty

WE VALUE

Masters degree in Quality Management or a related field.

Certifications in quality management (e.g. Six Sigma Lean) are highly desirable.

Experience in leading cross-functional teams and driving change.

Excellent analytical and problem-solving skills.

Experience in the building automation industry
Strong communication and interpersonal skills.
Ability to influence and collaborate with cross-functional teams
Knowledge of customer experience best practices and methodologies

Required Experience:

Director

DescriptionPosition Overview:As a Regional Customer Experience Leader at Honeywell Building Automation (BA) youll ensure exceptional customer satisfaction and contribute to our businesss success. Youll lead the customer experience strategy focusing on top-notch service and support. Your responsibili...