Customer Centricity Manager

hace 2 semanas

Burgos, España Emprego ES A tiempo completo

Date: Aug 24, 2023- Country/Region: ES- City: Burgos- Company: Gr. Antolin Irausa, S.A. (GANC)**Customer Centricity Manager**:
**Who are we**:
Antolin is a leading global automotive supplier, we are experts in designing, manufacturing, and supplying innovative solutions for vehicles around the world. Our product portfolio includes trim, headliners, and acoustic systems, as well as lighting and other interior systems. We offer comprehensive solutions with a focus on quality, safety, and sustainability. Our products are used in many of the world’s leading car brands. In fact, three out of four cars nowadays, have interiors made by Antolin.

With over 140 plants in 26 countries, Antolin has achieved this strong industry presence through over seventy years of working with our customers in order to develop a complete cycle of component manufacturing, from their conception and design, through the development and validation stages, to their industrialisation and sequenced delivery.

We are working hard on spearheading the transformation that the automotive industry is currently experiencing with regard to vehicle interiors by collaborating with our customers. We do so in order to develop more sustainable and technologically advanced vehicles that are also adapted to the new needs and requirements of their passengers.

As part of this transformation, Antolin is committed to a sustainable business model that focuses on and creates value for all its stakeholders, including its customers, employees, investors, suppliers, and society as a whole.

**Mission**:
Measure customer experiences in different touch points of customer journey and define together with affected Antolin Areas the appropriate strategy to conceive, develop, design and deliver new experiences that will transform businesses and make life better for our customers enabling the Antolin grow ambitions.

**Responsabilities**:

- Encourage our colleague and manager to think of the customer journey. Without that point of view they will not see the issues of structure, systems, culture our organization has.
- Promote collaboration and communications across departmental silos.
- Identify areas Antolin organization structure and systems has that can undermine the joined-up thinking.
- Address the GAP´s between departmental silos that customer can fall into.
- Explore the customer experience at each stage of his journey and use real information instead just assumptions or self
- assessment.
- Turn customers into people and hear their stories and experiences. Data is important but not enough.
- Share customer experiences with our colleagues to change their behavior, attitude and motivate them.
- Create a new customer satisfaction/Customer experience KPI´s.
- Create a people touch-points map and measure customer service situation with customer satisfaction surveys.

**What we are looking for**:

- 10+ years leading Quality related areas
- Experience leading multi-faceted CS/CX teams (not just support)
- Leading globally distributed remote teams
- Data lead/driven.
- Strong leadership/collaboration
- Positive Problem solver
- Fluent in English
- Able to setup Customer strategy based on NPS results.
- Quality management certifications (e.g., Six Sigma, ISO 9001 Lead Auditor) are a plus.
- Proven experience in quality management, process improvement, and project management.

**Would be highly beneficial**:

- Consultancy background
- IT experience
- Automotive Industry Quality Knowledge

**What can we offer you**:

- You will be part of a highly engaged multinational with international career opportunities.
- We offer you a learning journey adapted to your professional experience.
- You will work on international projects for world
- renowned companies in Automotive sector.
- You can find an Open Environment to learn new technologies.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. The Company reserves the right to revise the job description at any time. Duties, responsibilities or activities may change, or new ones may be assigned at any time with or without notice. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

DREAM. DARE. DO

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