MEA Customer Advocate, Continuous Improvement & KSA CS Excellence

at  Schneider Electric

MISSION

The position is responsible for driving customer experience excellence throughout the customer journey for MEA Zone. Our vision for customer experience excellence is alignment to strategic customer segments’ expectations and goals, for sustainable and mutual business success, by creating a Customer First culture. The role influences Zone business leaders as well as CSQ teams and brings the voices of customers to the forefront of our business so that we bring lifetime value to customers.

QUALIFICATIONS AND EXPERIENCES

• 10+ years in commercial organizations or customer-facing experience (Sales/Marketing/Services/Quality)
• Business acumen
• Strong background in customer strategy and process improvement
• Tech-savy in evolving technologies
• Fluent in English, both spoken and written (Arabic will be additional assets)
  Primary Location: SA-Central-Riyadh Regional office
  Schedule: Full-time
  Unposting Date: Ongoing

• Be Customer Advocate in MEA Zone, support and follow the zone customer escalations, facilitate and support to overcome the roadblocks between GSC/BUs and FO zones/countries.
• Support the zone teams to switch from fire fighting mode to a more sustainable continuous improvement mode, become the voice of customer to challenge all stakeholders (GSC/BU/FO) to ensure customer satisfaction
• Define and deploy the Customer Experience and Quality Transformation Strategy in alignment with the Global strategy by systematically gathering and providing Regional insights to business leaders.
• Own the Regional deployment of Global digitization programs of Customer Experience and share the best practices of the Ops for replication
• Minimize silos and influence CPs and BVPs through direct interactions to solve customers’ pain point in a timely manner. Represent Customers in MEA Zone Quality Committee Meetings
• Support MEA zone CSQ through QBR process, regular performance meetings, facilitate GSC/BUs and FOs meetings.
• Coach and develop CS&Q talent. Identify potential talent outside the existing community and promote them as future leaders.
• Special focus on KSA customers, coordination between Cluster CSQ and global CSQ teams
• Target to increase the customer satisfaction for KSA Cluster from Customer Support Services (CCC Cairo Hub)
• Reinforce customer mindset program for KSA Cluster working closely with KSA local teams