Manager Customer Experience Projects

Manager Customer Experience Projects

Sibelco is a global material solutions company. We mine, process and sell industrial minerals at locations worldwide, focused primarily on silica, clays, feldspathics and olivine. We are also leaders in glass recycling. The Sibelco Group operates over 110 production sites in 31 countries, with a team of over 5,000 people.
- Location:_

Bilbao HQ Office

Please note that this role can be located in Bilbao, Milano, Gdansk Goteborg, or any other Sibelco office location. Remote and Hybrid working options are also available.

Role Purpose:
Identify and implement digital projects to enhance the customer experience and increase productivity. Ensure value realisation by driving internal and external change management and providing tools to track performance

**Responsibilities**:
1) Commercial Strategy Support: Drive commercial performance by increasing customer satisfaction and cluster productivity through the introduction of global tools.
- Implement technology such as CRM case management, Teams EV and quotation systems.

2) Implement Customer Experience Projects: Ensure successful project delivery by closely working with all stakeholders to define project scope, timelines and delivery of CX workstreams.
- Accountable for the estimation and management of temporary resources needed CS related activities during project deployment.
- Identify and address any structural or behavioural changes required in the organisation linked to the project.
- Design and execute internal and external change management related to the implementation of CX projects.
- Prepare training material and ensure proper maintenance to grant knowledge is shared in a consistent way.

3) Driving the use of Customer Experience tools: Enable post deployment value realisations by developing dashboards to measure both the Customer’s Experience and tool adoption to drive cluster Performance.
- Provide each clusters with dashboards and other tools to monitor their performance with respect to agreed KPIs and Customer Service standards.
- Ensure that clusters use the CRM, Teams EV and other tools in accordance with the CX guidelines to ensure consistent customer experience and reliable analytics.

4) Continuous Improvement of Customer Experience Tools and Drive Organisational Readiness in other Functions: Ensure continuous innovation relating to CX systems & processes and evaluate the process readiness of activities (especially pricing) to support these innovations.
- Consistently identify and evaluate external best practices in the Commercial Operations and Business Intelligence and implement industry-leading commercial techniques.
- Align the CX tools roadmap with global commercial leadership objectives including alignment with commercial channel strategy, global Pricing practices, MDM centralisation, Salesforce effectiveness actions, etc
- Deliver Analytical support in the development of business plans and key business initiatives.
- Support clusters by providing onboarding training on CS tools and new functionalities to ensure full embedment of the CST playbook
- Perform fact based analysis and facilitate cross functional workshops to identify possible gaps in process readiness / business practices. Work with the functions (pricing, commercial, supply chain) to close those gaps to enable the CX roadmap.

5) People Management & Stakeholder Management: Ensure organizational support
- Motivate and evaluate the (temporary) team members to enhance team collaboration and project execution.
- Influence subregional VP, Commercial Directors and CSMs to obtain their commitment and support to implement the future state organisation and CX projects.

About you:

- Degree in Business Management, Information Management or similar by experience
- At least 8-10 years prior experience in commercial, analytics and IT project implementation
- Advanced knowledge of relevant software packages and IT tools.
- Expert in the use of Excel, Power BI (or similar BI tools)
- Knowledgeable regarding eCommerce / customer portals
- Strong analytical skills with ability to collect, organize and analyse important amount of data. Maturity to translate the data into business impact and clearly present the business implications and recommendations to senior leadership
- English and Local language of the country of base and main operations - proficient verbal & writing

Inclusive Team Culture:
Sibelco recognises the strength of our diverse global workforce and values difference and inclusion for all. Our rich mix of people bring an exciting exchange of ideas and knowledge to keep us moving forward and innovating new solutions. We seek talent of all backgrounds and abilities and continue to develop our leaders and our culture to help all current and new employees to grow and reach their full potential.

Salary & Benefits: We will gladly discuss these aspects with you at interview stage.

Meet our People:
Recruitment Process:
Sibelco Targets:
We hav