Customer Experience Manager

IPG Photonics is seeking a highly motivated and experienced individual to fill a newly created North America Customer Experience Manager role, working in a fast-paced, dynamic, high-tech manufacturing environment. You will be responsible for enhancing the overall experience of customers interacting with our products and services.

Your team is charged with providing quotations, reviewing and entering customer orders, and communicating proactively with customers to ensure their needs are met. This role involves developing and implementing strategies for your team, and IPG overall, to improve customer satisfaction, loyalty, and retention.

The Customer Experience Manager will lead a team dedicated to delivering exceptional service, analyze customer feedback to identify areas for improvement, and collaborate with various departments to ensure a seamless customer journey. This position requires a customer-centric mindset, strong leadership and people management skills, and the ability to drive initiatives that result in a memorable customer experience.

JOB FUNCTIONS

Duties/Responsibilities:

Team Leadership:

• Lead, mentor, and inspire the customer service team to consistently deliver world-class service.
• Foster a culture of ownership and accountability, where team members advocate for customer needs, take full responsibility for resolving issues, and exceed customer expectations.
• Identify and provide tailored training and professional development opportunities to continuously elevate team performance and customer service skills.

Customer Interaction:

• Ensure that all customer interactions are handled with professionalism, empathy, and adherence to IPG's quality and service standards, enhancing brand reputation.
• Take charge of resolving escalated customer issues promptly, leveraging critical thinking and cross-departmental collaboration for swift resolution and customer satisfaction.

Performance Metrics and Reporting:

• Develop, establish, and continuously monitor key performance indicators (KPIs) related to customer experience, including on-time delivery, first-contact resolution, quality, and customer satisfaction (NPS, CSAT).
• Provide detailed analysis and regular reports on customer experience metrics to senior leadership, highlighting trends, challenges, and opportunities for improvement.

Customer Insights and Feedback:

• Design and implement a comprehensive feedback loop to collect customer insights via surveys, direct feedback, social media, and other touchpoints.
• Analyze customer data to identify pain points, trends, and areas for improvement; collaborate with internal teams to drive product or service enhancements based on actionable insights.

Strategy Development and Execution:

• Design and execute customer experience strategies that align with corporate goals and enhance the overall customer journey.
• Work closely with product development, sales, marketing, and operations teams to ensure customer experience is seamless and consistent across all channels and touchpoints.

Continuous Improvement and Innovation:

• Stay abreast of industry trends, emerging technologies, and best practices in customer experience management.
• Proactively introduce and implement cutting-edge solutions and innovative strategies that elevate IPG's customer experience to the next level, improving customer loyalty and retention.

Cross-functional Collaboration:

• Build strong relationships across departments to align efforts and ensure all customer-related processes are streamlined and customer-centric.
• Act as the voice of the customer internally, driving customer-first initiatives and ensuring the organization's strategies reflect customer priorities.
• Assist with other duties as assigned.

Education and Experience:

• 5+ years of experience in customer experience management or a related role.
• Bachelor's degree in Business, Marketing, or a related field preferred.

Knowledge, Skills, and Abilities:

• Strong leadership, coaching and management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer relationship management (CRM) software.
• Customer-Centric Mindset: Passion for delivering exceptional service.
• People Management: Ability to coach and mentor reports, grow team's capabilities
• Collaboration: Ability to work collaboratively with different departments.
• Communication: Excellent verbal and written communication skills.
• Adaptability: Ability to adapt to changing customer needs and industry trends.
• Problem-Solving: Strong problem-solving and decision-making abilities.
• Project Management: Strong project management skills to handle multiple initiatives.
• Analytical Skills: Ability to analyze data and derive actionable insights.

Physical Requirements:

• Up to 10% travel may be needed depending upon customer needs.
• This is an office-based position. Remote work may be approved for specific situations, but emphasis is on in person interactions.

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