Avnet jobs - Customer Experience Manager - APAC

Job Title: Customer Experience Manager (regional)

Business Function: Supply Chain

Reports to: Global Head of Customer Experience

Department: Continuous Improvement (Customer Experience)

Nature and Purpose: Brief summary outlining purpose, scope and complexity of the role.

Use customer feedback, outputs from customer journey mapping and lean methodologies to identify areas of poor customer experience, and work with functional owners to deliver actions that drive improved performance. Represent the needs of our customers in the business and create awareness to customer issues within region, whilst working closely with peers to deliver Globally consistent improvements where practical.

Accountabilities with Key Outcomes: 

1 Use output from regional 'feedback management systems' and 'GHSM' program to target areas of customer dis-satisfaction and work with functional owners to drive improvements.

2 Responsible for the feedback management system in region, ensuring all feedback is logged accurately, SLA's are achieved and the ticket process is correctly followed.

3 Map customer satisfaction journey's, using root cause analysis to develop and deliver continuous improvement plans.

4 Use customer feedback channels to identify changing needs of our customers and make recommendations on how we might support these requirements.

5 Deliver 'closed loop' messaging back to customers to advise them when we have implemented positive change based on their feedback.

6 Create regional awareness around customer satisfaction levels through regular multi-channel communication of key issues, as well as highlighting areas where we excel.

7 Lead the regional customer services team to ensure effective collaboration between Sales and Supply Chain.