Customer Satisfaction & Quality Leader

Job Description

As a Customer Satisfaction & Quality Leader, you are responsible for the Quality, End to End Customer Experience (CX) excellence and Offer Safety. You Provide the Customer Experience feedback along the customer journey, propose CX & Quality requirements at Roadmap Level. You ensure the application of the Quality Directives and Global CSQ Winning Plan, including communication with Operations and Supply Chain. Main Responsibilities And Activities The Leader will manage the C&SQ scope with the entity and will :

• Interact regularly with customers to better understand their expectations and concerns;
• Represent the voice of customer and drive the customer centricity within the entity;
• Influence the decision process of their entity to always take into account the voice of the customers;
• Care for Very Important Customers as Global Strategic Account located in their Country;
• Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction & Loyalty Development);
• Contribute to Customer Project Process;
• Alert the management on issues;
• Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, etc.);
• Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy;
• Implement the Schneider Quality Policy, define CS&Q roles, targets and objectives within the entity;
• Challenge the involved entities to improve customer satisfaction and achieve quality goals;
• Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement;
• Consolidate all Non Quality Costs and drive improvement actions;
• Manage the Quality Management System of the entity;
• Advocate to drive and implement the Global directives and policies;
• Network continuously with Global CS&Q team to ensure Country needs are understood
• and considered;
• Represent the entity in the Schneider organization for the Customer Satisfaction & Quality;
• Ensure the right level of competency for the CS&Q teams and career paths.

Qualifications The selected candidate will be part of the Strategy and Business development team with a specific responsibility around Quality. Ideal Candidate should have the following skills :

Schedule : Full-time Req : 008J0Q