Job Description
Danfoss is continuously investing in Digital Transformation and Customer Experience with the purpose of strengthening growth and driving the digitalization of processes. With our platforms and systems, we harmonize and drive the e2e collaboration with our customers across Danfoss Segments and Regions. We pursue the vision of touchless processes and apply process mining technologies to detect and reduce manual activities across functions.
Danfoss is looking for a Customer Experience Manager to deliver on Danfoss' no-touch ambition together with Regions, Segments, and Corporate Functions. The purpose of this global position is to improve Customer Experience development in our 10 Danfoss Regions, here with a focus on touchless processes that enable seamless digital collaboration with our customers and internal efficiency.
The position is based in one of our European locations and reports to Global Head of Customer Experience and growth acceleration, Danfoss Regions.
Job Responsibilities
In this role you must build and maintain relationships with regional Sales and Customer Service teams, as well as Corporate Functions in Segments and IT. You will also have the opportunity to collaborate with variety of important stakeholders i.e. Regional Presidents & Management teams, Segment Sales and Systems Management.
Responsibilities for this position include, but are not limited to, the following.
- Apply our process mining instruments to create data-driven analysis of process performance
- Work closely with our Regions and Segments to understand root causes of manual interventions across processes
- Create and consolidate regional and global action plans to reduce manual activities and improve our no-touch KPIs
- Trigger execution of regional and global efficiency initiatives and create appropriate reports to track improvements
- Enable change management by creating transparency and offering training and hands-on support for regional employees in various functions
- Present findings, progress and results to regional and global steering groups
- Further develop the process mining approach in Danfoss
- Participate in the development of metrics, including dashboards and measurements of success
Travelling will be required across the regions for effective F2F workshops and alignment.
Background & Skills At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.
You are an ideal candidate if you have a passion for process mining and fact-based analysis combined with a collaborative and inclusive approach to identify and trigger efficiency improvements in complex organizations. Experience from working within Sales, Customer Service, Commerce, Order Management or with CRM/ERP would be beneficial in order to succeed in the role, but most importantly - your motivation is focused on ensuring an excellent user experience for our customers.
- You hold a master's degree, preferably in Economics, business administration or computer science
- 5 years working experience in applying process mining instruments (preferably Celonis) with focus on analysis and improvements of CRM or ERP related business processes e.g Quote to Cash
- Knowledge of commercial systems like Salesforce, SAP and Power BI
- Leading project teams in complex matrix structures, with a proven ability to handle and reduce complexity
- Project Management skills
- Strong structured approach and conceptional competences
- Proactive communication skills, including ability to communicate concepts clearly will round your profile and make you impactful
Employee Benefits We are excited to offer you the following benefits with your employment:
- Bonus system
- Paid vacation
- Flexible working hours
- Possibility to work remotely
- Pension plan
- Personal insurance
- Communication package
- Opportunity to join Employee Resource Groups
- State of the art virtual work environment
- Employee Referral Program
This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.
For further information about the position, please contact us at apply@danfoss.com
Please apply at your earliest convenience. We do not have an application deadline but accept applications as long as the job is posted. The position will be closed down once we have found the right candidate.
Danfoss - Engineering Tomorrow At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.
Following our founder's mindset "action speaks louder than words", we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.
Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.