Customer Satisfaction & Quality - Country Leader

About the role

In Schneider Electric, everything we do is geared towards advancing progress and sustainability for all-our colleagues, customers, partners, and the communities and societies we serve. Whether it's through our products, software, and services that propel the digital transformation of energy management and automation, or through our corporate citizenship and volunteer activities, we make a meaningful impact by empowering people and organizations to become more resilient, electric, and digital. Which is where you come in. Working at Schneider Electric means working toward a cleaner, better world. You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions. We are looking for a Customer Satisfaction & Quality Country Leader to be responsible for leading the CS&Q function as well as Customer Care Center (CCC) that promotes customer satisfaction and positively impacts the financial performance of Schneider Electric. What will you do: Interact regularly with customers to understand the expectations and concerns and resolve customer complaints in a timely manner. Represent the voice of customer and drive the customer centricity within the entity. Influence the decision process of the entity to always consider the voice of the customers. Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction); Drive Business transformation in the CCC to embrace digitization. Escalate and alert the management on issues. Develop digital self-service for all customer segments and revenue generation activities for country. Take decision that has impact on customer satisfaction (Safety Alert, Business Risk, etc.) Drive the strategy in accordance with the Global Quality Strategy, implement Schneider Quality Policy. Challenge internal stakeholder to improve customer satisfaction and achieve quality goals Drive Continuous Improvement via 8D, 6 Sigma, etc. Drive the reduction in non-quality costs. Network continuously with Global CS&Q team to ensure Country needs are addressed, particularly on offer quality excellence and delivery continuity. Represent the entity in the Schneider organization for the Customer Satisfaction & Quality & CCC The incumbent is fully accountable for the following, for all line of business within the country: The Net Promoter and Net Satisfaction performance. Efficient and effective response to customer queries, along with effective online support. The quality execution of CCC; offers delivered to the customers; Supply Chain; Offer Launch The timely and effectively management of customer containment actions (Business Risk Escalation, Offer Safety Alerts, Cyber Security, etc.); dissatisfied customer's call back The competency for the CS&Q & CCC teams The determination of recurrent customer dissatisfaction, their containment, root cause analysis, correction, and prevention. The identification of new business opportunities for potential revenue generation for country. What will make you successful: Graduate Degree Green Belt or Black Belt is a plus 5 to 10 years' experience in Quality Customer Oriented mindset Technically competent and and experience with customer complain management Root Cause Analysis and problem-solving skills Strong/recognized leadership Strong influence skills with global mindset Effective communication & interpersonal Skills Multicultural skills Strategic thinker and process oriented

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