Customer Satisfaction Strategy Manager

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Customer Satisfaction Strategy Manager

Location: Greensboro, NC, US, 27409 Position Type: Professional Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. This Is Us, Your New Team: Do you want to join a passionate team and represent a premium global brand within the rapidly transforming transportation industry? Challenge the status quo and shape the future landscape of sustainable transports? Share an appreciation of our core values - quality, safety, and environmental care? If yes, keep reading... Volvo Trucks North America (VTNA) is currently driving an exciting transformation in the transportation industry, and we are recruiting a passionate Customer Satisfaction Strategy Manager to drive Volvo Trucks North America's Customer Satisfaction objective in North America. The job will, based on data and different measurements and KPI's, drive VTNA's decided customer satisfaction strategy and activities throughout the organization and dealer network to ensure we gain customer loyalty, customer satisfaction and customer success from pre-purchase to re-purchase, of our trucks and services. We are looking for talent with passion, commitment and big ideas who want to make a difference. Sounds like you? Join our team! This Is How You Could Make an Impact:

• Lead effort to develop company-wide goals to improve customer experience
• Ensure the right metrics, tools, and systems are in place to measure our customer satisfaction position vs. the competition throughout the customer journey as well as the entire lifecycle of our customers.
• Lead customer insights projects such as focus groups, interviews etc., all the way from project recommendations and set-up to analysis and guidance based on results
• Assess and analyze our present customer satisfaction position by collecting and compiling data from multiple measurement surveys and tools
• Continuously monitor our performance across the organization and when issues are identified, determine the root cause, and suggest corrective actions to be taken
• Lead effort to develop plans and initiatives with top-level executives and department heads that drive improvements in the VTNA Customer Experience
• Lead continuous improvement groups across the value chain to drive our customer satisfaction strategy throughout the customer journey
• Proficient use of Lean and Six Sigma methodology and tools including 5S, Value Stream Mapping, Standard Work, Visual Management, Flow and Pull
• Effectively communicate the Voice of Customer and objectives to motivate individual contributors to deliver on business priorities and continuously improve ways of working
• Drive cultural change toward a data-driven approach to problem-solving with an emphasis on root cause analysis and sustaining improvements
• Ensure our entire organization is properly trained to reach our customer satisfaction goals by leading the effort to develop and deliver customer experience training
• Work cross-functionally and represent VTNA in different internal and external CX networks
• Be our company's ambassador for customer satisfaction across our global organization and toward our dealers

To be the perfect match for this role, your critical competencies will include:

• Customer focus - understanding and interpreting customer needs
• Continuous Improvement tools and skills (Six Sigma, Lean manufacturing). Six Sigma Green Belt certification preferred
• Strong analytical, prioritization and negotiating skills
• Excellent decision-making skills, considering risks and opportunities, with an ownership mindset
• Strong organizational and planning skills to effectively handle multiple projects simultaneously in a fast-paced commercial environment
• Demonstrated success in the areas of project management and cross-functional project execution
• Creativity and the ability to think “outside of the box” to drive change
• Ability to build relationships, motivate people and drive networks
• Senior presence and ability to influence decision makers and other stakeholders
• Collaborative and proactive mindset with a strong drive to improve and get things done
• Excellent communication and presentation skills (written and spoken)
• Excellent skills with Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with Power BI

Education and Preferred Skills: Education: You will hold a Bachelor's Degree in Business Administration, related discipline, or equivalent experience. MBA preferred Preferred experience and Knowledge:

• 7 years of experience within the Volvo Group / Volvo Trucks
• Good understanding of Volvo Trucks' and the Volvo Group's global structures and processes
• Great understanding of customer operations, expectations, and the trucking industry
• Knowledge of Volvo's products & services and competitive offers
• History of excellence in project management and strategic planning
• Experience from working at executive level, dealer networks or channel partners
• Moderate travel within the US, to Canada and to Sweden

As a successful Customer Satisfaction Strategy Manager, you will:

• Lead with passion
• Perform with purpose
• Transform with vision

Benefits:

• Competitive medical, dental and vision insurance
• Countless career opportunities / internal mobility across our global organization
• State-of-the-art training and personal development
• PTO and tax deferred retirement plans, varied by business

We also offer an array of additional benefits and programs that make today's challenging reality of combining work and personal life easier. We will gladly share this information and more at any time during the interviewing process or as part of your offer letter. We value your data privacy and therefore do not accept applications via mail. Who we are and what we believe in Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the , please apply and let us decide. Applying to this job offers you the opportunity to join Volvo Group . Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group's leading brands and entities. At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in. Job Category: Organizational Development Organization: Volvo Trucks Travel Required: Occasional Travel Requisition ID: 3682

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Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world's most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.