Exp Cust Supp Mgt Professional

Exp Cust Supp Mgt Professional

Honeywell
5-8 years
Not Specified

Job Description


Driving Infinite Possibilities Within A Diversified, Global Organization
The future is what you make it.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future.
That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars.
Working at Honeywell isn't just about developing cool things. That's why all of our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future
Direct reporting relationship into the Global CX Leader Fire & Security. Matrix reporting relationship into the Vice President of the Fire and Security regional leader.
Key Responsibilities:
Global Business Enterprise Responsibilities: 30%
.Single Point of Contact related to all aspects of the Customer Experience (CX) organization (Technical Support, Customer Service, and Learning & Enablement) for the region assigned for both Fire and Security GBE.
.Direct engagement and participation in the GBE management operating system, included but not limited to: Monthly Operating Reviews, Weekly Staff Meetings, Management Resource Reviews, and Customer Facing Events
.Responsible for managing a holistic GBE CX Scorecard and Point of View related to all CX financial and key metric commitments, driving CX improvements cross-functionally across all GBE customer touchpoints.
.Seen as the single point of contact for the Fire and Security NPI CX related work
.Will assist in the deployment of large projects to customers to help with adoption included but not limited to: Mergers and acquisition, eCommerce, Entitlement Strategy/Channel Partner Programs
Customer Experience & Functional Alignment Responsibilities: 50%
.Serve as the CX spokesperson and representative in cascading and communicating the Honeywell Building Technologies (HBT) CX Strategic Plan throughout the region assigned for both Fire and Security
.Connected to GBE strategies and annual operating plan (AOP) relating to Technical Support, Customer Service, Learning & Enablement, Integrated Supply Chain, Product Marketing, and Sales
.Direct involvement and influence of the Fire and Security CX functions assisting in normal MOS touchpoints with large customers established, standardization efforts, keeping the CX functions on track with the Fire and Security strategic priorities and timelines for CX
.Ensure CX performance is being delivered and clearly aligned between HBT CX and Fire and Security in order to exceed customer expectations
.Drive Customer Portal adoption in line with the CX Balanced Scorecard
.Manage and facilitate a GBE CX Monthly Operating Review with key stakeholders from Technical Support, Customer Service, and Learning & Enablement
Customer Engagement Responsibilities: 20%
.Expected to participate in Customer Events
.Identify, create, and seek out new Voice of the Customer (VoC) opportunities
.While partnering with key stakeholders, will manage, maintain, and execute on all VoC Rolling Action Items Lists (RAIL) relative to the customers overall experience for their assigned region
YOU MUST HAVE
.Minimum of 5 years of Customer Experience roles
WE VALUE
.Bachelor's Degree in Business Management
.Excellent business writing and editing skills
.Excellent organizational and project planning skills
.Strong communication and presentation skills.
.Ability to operate collaboratively
.Strong project management skills

Job Details

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About Honeywell

Job Source : careers.honeywell.com

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