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Customer Experience & Quality Manager (EMEA region)

Motorola SolutionsO firmie

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Rekrutacja zdalna

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Motorola Solutions

Green Office - budynek B


Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Mission of Customer Experience & Quality Department is to enhance customer experience by driving Motorola Solutions’ priorities and actions through the unbiased customer's voice. Customer Experience representatives interface with different MSI organizations & departments in order to develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
Customer Experience & Quality Manager (EMEA region) [Online Recruitment]Numer ref.: R5611

Job Description

Overall purpose of position:

  • Manage the Customer Experience & Quality Governance and Issues
  • Understand current customer experience and strive to enhance it
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience
  • Analyze all survey feedback, identify key improvements & drive action plans
  • Ensure correct focus on critical customer issues (skillfully manage key customer touch-points & drive resolution)
  • Organize projects and initiatives that enlighten company staff, across different organizations on the benefits and consequences of their decisions and performance on customers' experience and on company profits
  • Part of Senior Leadership Team (SLT) - dotted line to Sales + Services
  • Build an in-depth understanding of key customers and their overall customer experience with Motorola Solutions
  • Focal point for product & field quality in the region (provide linkage into the product quality teams)
  • Balance business needs with customer expectations
  • Continuously improve built-in & seamless Quality

Basic Requirements

  • A proven track record of developing customer relationships and working with key customers face-to-face
  • Fluent English, other European languages would be beneficial but not essential (spoken and written)
  • Persuasive, influencing and collaborative skills – the ability to develop internal relationships and navigate through the organization to drive improvements for the benefit of our customers is essential
  • Proven change and project management skills, with the ability to lead change across indirect and remote reporting parts of the business
  • Experience in quality beneficial but not essential
  • Data analytics - ability to analyze, model and interpret data (building customer dashboards, presentations, analysis)
  • Experience of analytic techniques such as Lean Six Sigma
  • Data driven – the Customer Experience team acts as the ‘conscience’ of Motorola Solutions. It is important that this individual has the ability to identify and use data to drive the right decisions and behavior’s for the benefit of MSI customers
  • Remote and matrix working – the individual will need proven ability to work in a large, matrix organization which spreads across time zones, cultures and languages
  • Excellent communication skills, both spoken and written, including listening, negotiating and influencing
  • Calm and assured manner with the ability to work with deadlines
  • High level of motivation with a will to succeed
  • Attention to detail

Scope of Responsibilities:      

  • Customer experience and feedback

    • Coordinate the Customer Experience surveys
    • Coordinate face-to-face meetings with Customers/Partners to build an understanding of their experience with Motorola Solutions
    • Ensure that the VOC (Voice of Customer) repositories are maintained and updated
    • Using customer and internal feedback and data, identify key improvement areas to influence and drive changes in stakeholder MSI functions (end-to-end).
    • Coordinate the management of customer complaints; manage action plans and communication until closure
  • Attend regional Senior Leadership staff meetings; provide updates on quality and Customer related issues
  • Meet, as required, with Sales, Services, Product & Solutions & other touch-point areas personnel to feedback VOC (Voice of Customer),  identify gaps in Motorola Solutions execution and propose recommendations
  • Drive change across remote, matrix teams
  • Ensure correct focus on critical customer issues to support timely resolution and minimize the impact to business or customers

    • Work closely with the support organizations and support where required
    • If required, co-ordinate actions and resolution on business critical issues
  • Represent MSI organizations as needed within the region, for example: in bid support, customer meetings, internal management reviews
  • Conduct or support lessons learned as appropriate for customer satisfaction and business improvement related issues
  • Focal point between the product team and regional business teams for product quality

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