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Customer Experience Manager - EMEA

England, United Kingdom (On-site)

Customer Experience Manager - EMEA

2 Months ago • 3-5 Years • Operations • Undisclosed

About the job

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Job Description

The Regional Customer Experience Manager plays a critical role in driving Fluence's CX strategy across the EMEA region. Reporting to the Senior Marketing Manager (EMEA) and working closely with the Senior Director, Customer Experience (Global), you will be the champion for the customer voice to ensure Fluence delivers solutions our customers need. You will collaborate with the Global CX team to collect and analyze customer feedback, develop regional customer insights, and implement CX initiatives to improve customer satisfaction and loyalty. **Responsibilities:** * Support the key account management framework by creating a deep understanding of customers and customer needs through customer journey mapping and persona development. * Partner with the Global CX team to develop and implement regional customer listening strategies, including surveys, interviews and customer meetings, turning feedback into action to improve the customer experience. * Manage the Regional Customer Advisory Board (CAB) program, including leading CAB content development, facilitating regional CAB meetings, and tracking and reporting on regional CAB action items. * Prioritize regional experience opportunities for improvement, using human-centered design strategies, engaging with global stakeholders to implement optimizations. * Work closely with the Delivery, Commissioning and Services teams to develop long-term training / continuous education programme for our customers. * Manage and execute celebration events for regional customer milestones. * Partner with the Global team on customer-centric communication training initiatives. * Collaborate with the Global team to develop regional CX measurement strategies and generate regional reports on key CX metrics.

Must have:

3-5 years of experience in Customer Experience Management (CXM) or a related field
Bachelor’s degree with emphasis in marketing, business, engineering, or related field
Proven experience in collecting, analyzing, and translating customer feedback into actionable insights
Strong understanding of customer journey mapping and persona development
Excellent communication, interpersonal, and presentation skills
Growth mindset and a proven ability to learn fast
Great attention to detail, excellent organizational and time management skills
Experience working in a B2B environment
High level of digital literacy across software platforms and the ability to learn new digital tools
Fluent in English

Good to have:

MBA, or similar master’s degree
Experience managing Customer Advisory Boards
Knowledge of German and other European languages
Proficient in MS Office Suite, and familiar with SharePoint, Salesforce, Hubspot, Adobe Creative Cloud or similar

Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future. For more information, please visit fluenceenergy.com.

OUR CULTURE AND VALUES

We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.

We are Leading

Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.

We are Responsible

Fluence is defined by its unwavering commitment to safety, quality, and integrity.

We are Agile

We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.

We are Fun

We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all.

About the Role:

Responsibilities:

Support the key account management framework by creating a deep understanding of customers and customer needs through customer journey mapping and persona development.

Partner with the Global CX team to develop and implement regional customer listening strategies, including surveys, interviews and customer meetings, turning feedback into action to improve the customer experience.

Manage the Regional Customer Advisory Board (CAB) program, including leading CAB content development, facilitating regional CAB meetings, and tracking and reporting on regional CAB action items.

Prioritize regional experience opportunities for improvement, using human-centered design strategies, engaging with global stakeholders to implement optimizations.

Work closely with the Delivery, Commissioning and Services teams to develop long-term training / continuous education programme for our customers.

Manage and execute celebration events for regional customer milestones.

Partner with the Global team on customer-centric communication training initiatives.

Collaborate with the Global team to develop regional CX measurement strategies and generate regional reports on key CX metrics.

Qualifications:

Minimum 3-5 years of experience in Customer Experience Management (CXM) or a related field, such as Customer Success Management or Customer Advocacy.

Bachelor’s degree with emphasis in marketing, business, engineering, or related field. MBA, or similar master’s degree a plus.

Proven experience in collecting, analyzing, and translating customer feedback into actionable insights.

Strong understanding of customer journey mapping and persona development.

Experience managing Customer Advisory Boards (preferred).

Excellent communication, interpersonal, and presentation skills.

Growth mindset and a proven ability to learn fast; comfort with evolving priorities and juggling multiple deliverables simultaneously.

Great attention to detail, excellent organizational and time management skills. Ability to manage multiple priorities and deadlines in a fast-paced environment.

Experience working in a B2B environment (highly preferred).

High level of digital literacy across software platforms and the ability to learn new digital tools. Proficient in MS Office Suite, and familiar with SharePoint, Salesforce, Hubspot, Adobe Creative Cloud or similar

Fluent in English (knowledge of German and other European languages a plus).

Occasional international travel required.

Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.

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