Sr. Customer Experience Manager

Lead Marelli's Aftermarket Customer Service, Field Service, Engineering, and Overhaul & Repair teams to deliver a fast, responsive customer experience and profitable growth. The role owns execution across the installed base and is accountable for increasing OEM capture, reducing non-OEM leakage, and making Marelli the preferred partner for parts, service, upgrades, and repairs.

Lead Marelli's Aftermarket Customer Service, Field Service, Engineering, and Overhaul & Repair teams to deliver a fast, responsive customer experience and profitable growth. The role owns execution across the installed base and is accountable for increasing OEM capture, reducing non-OEM leakage, and making Marelli the preferred partner for parts, service, upgrades, and repairs.

• Own quote performance across the responsible regions and products: increase quote volume, shorten turnaround time, prioritize critical opportunities, and improve quote conversion.
• Lead the order-management process from receipt through delivery and closure, ensuring clear communication and performance to customer expectations for lead time, responsiveness, quality, documentation, and issue resolution.
• Use CRM, operating metrics, and customer feedback to improve process flow, forecast demand, strengthen accountability, and increase capture rate.

• Translate customer buying behavior, field intelligence, win/loss data, and competitive dynamics into engineered solutions, upgrades, obsolescence responses, and other offerings that improve OEM capture and reduce leakage.
• Ensure engineering resources are aligned to the most important customer opportunities, with clear priorities, fast technical response, and disciplined follow-up on quoted solutions.
• Partner with Sales, Product Management, and global Aftermarket teams to identify installed-base needs and develop scalable offers that improve reliability, lifecycle value, and customer retention.

• Build direct customer intimacy through a responsive, technically capable field-service organization that consistently delivers safe, high-quality commissioning, troubleshooting, maintenance, and training.
• Lead Overhaul & Repair performance and make the Marelli service shop the customers’ preferred repair option by demonstrating superior technical value, quality, turnaround, communication, and lifecycle economics versus self-repair or non-OEM alternatives.
• Actively track Marelli shipments and the installed base, and partner with Sales to create demand for commissioning, health checks, training, service agreements, contracts, upgrades, and repair opportunities.
• Use field visits and service cases to identify leads, close follow-up actions, and convert technical activity into recurring revenue and stronger customer retention.

• Lead and develop the Customer Service, Engineering, Field Service, and Overhaul & Repair teams with clear ownership, common processes, disciplined operating rhythms, and strong cross-functional collaboration.
• Deliver bookings, revenue, margin, cash, quality, EHS, and customer-satisfaction commitments while improving productivity, capability, and succession depth.
• Track a focused scorecard including quote volume, quote turnaround, conversion and capture rate, order responsiveness and on-time delivery, field-service utilization and case closure, repair capture, installed-base opportunities, bookings, revenue, margin, and customer outcomes.

• Bachelor’s degree in engineering or an equivalent technical discipline; significant experience in aftermarket, rotating equipment, customer service, field service, repair operations, or technical commercial leadership.
• Demonstrated people leadership and business ownership across quoting, order execution, engineering, field service, and/or repair operations.
• Strong customer orientation, commercial judgment, analytical capability, and bias for speed, accountability, and continuous improvement.
• Fluent Spanish and English; able to work effectively across Sales, Operations, Engineering, Quality, Finance, global teams, and customers.

• Bachelor’s degree in engineering or an equivalent technical discipline; significant experience in aftermarket, rotating equipment, customer service, field service, repair operations, or technical commercial leadership.
• Demonstrated people leader