Customer Satisfaction & Quality - Country Leader

Job description

We are looking for a Customer Satisfaction Quality Country Leader to be responsible for leading the CS Q function as well as Customer Care Center (CCC) that promotes customer satisfaction and positively impacts the financial performance of Schneider Electric. What will you do: Interact regularly with customers to understand the expectations and concerns and resolve customer complaints in a timely manner. Represent the voice of customer and drive the customer centricity within the entity. Influence the decision process of the entity to always consider the voice of the customers. Run CS Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction); Drive Business transformation in the CCC to embrace digitization. Escalate and alert the management on issues. Develop digital self-service for all customer segments and revenue generation activities for country. Take decision that has impact on customer satisfaction (Safety Alert, Business Risk, etc.) Drive the strategy in accordance with the Global Quality Strategy, implement Schneider Quality Policy. Challenge internal stakeholder to improve customer satisfaction and achieve quality goals Drive Continuous Improvement via 8D, 6 Sigma, etc. Drive the reduction in non-quality costs. Network continuously with Global CS Q team to ensure Country needs are addressed, particularly on offer quality excellence…