Customer Experience Manager (flexible within Europe)

We’re right now looking for a Customer Experience Manager with both business and financial acumen to join us at the Brand and Communication department at Seco Tools. This is a great chance to make your mark on the work we do globally, and an excellent opportunity to develop within the field!
About the job
In this role, you bridge the gap between our customers and business on a global level. You own the customer journey and coordinate between functions to ensure a consistent experience across all media and that touchpoints are in alignment with the Seco brand position. You’re accountable for developing the vision and execution plan to meet the future needs of our customers. You suggest priorities for the customer experience and work cross-functionally to resolve issues and ensure that each touchpoint across the customer journey is engaging and efficient.
Further responsibilities include:
Leading the customer journey mapping to find improvements, efficiencies and harmonization.
Setting up, coordinating and leading a cross-functional Customer Experience Council including representatives from all key functions and processes.
Developing and cultivating customer-centric practices across Seco to bring the customer’s voice into daily practice and decision-making.
Maintaining a regular cadence of reporting for enterprise visibility, transparency, and progress towards CX targets and objectives.
Supporting the digital CX functionality strategy, ensuring that our internal digital business tools support us in delivering an exceptional customer experience.
Serving as customer expert within our global organization, through deep understanding and capability within core CX tools, such as Voice of Customer surveys, customer observations, behavioral and sentiment data analyses.

The position for this role is flexible across our European offices and requires tight collaboration with, as well as regular trips to, our headquarters in Fagersta, Sweden.
Your profile
We’re looking for a true collaborator with strong verbal and written communication skills, which include presenting, relaying, and communicating information for executive-level audiences in a flexible and understanding way. You're results-oriented, resilient, and able to work independently in a fast-paced and primarily virtual environment. This also means that you’re efficient in change management and in fostering great collaborative relationships.
You have a university degree in business administration or marketing as well as extensive experience in journey mapping, development of customer experience strategies, and implementation of continuous improvement initiatives. Accompanied with your degree, you preferably have a background in communications. You have organizational and project management skills of higher merit, with the ability to manage projects, budgets and plans as well as to lead and deliver cross-functional initiatives in a matrix environment with a wide range of people at all levels. Considering this, you’re efficient in both written and verbal English.

Our Seco culture
Seco employees across the globe share our family spirit, along with a passion for our customers and a personal commitment to ensure success in everything we do. For us, it’s also clear that our diversities form an amazing foundation for achieving great results. Visit our LinkedIn or Facebook to get to know us and our products further.
Application
Send your application as soon as possible but no later than December 3, 2023. Job ID: R0061708.
As we aim for a fair recruitment process, we utilize assessment tools to safeguard objectivity. When you apply for this job, you will therefore receive an invitation via email to a personality and logic ability test. Feedback comes immediately after the test has been completed and the selection process begins after the application deadline.
Contact information
Curious to know more about this position? Contact your future manager:
Per-Lennart Berg, VP Corporate Communication, +46 (0)223 403 20
Union contacts - Sweden
Monica Andersson, Unionen, +46 (0)76 136 78 29
Mijana Miskovic, Akademikerföreningen, +46 (0)70 984 97 37
Benny Christiansen, Ledarna, +46 (0)70 523 50 60
For more information about the recruitment process, please contact HR Services at hrservices.nordic@sandvik.com.
Recruitment Specialist
Lisbeth Häggström
At Seco Tools we develop and offer advanced products & solutions that make metal cutting easier. We work together with our customers to identify and implement the best solutions for their needs. The corporate culture empowers employees through shared values: Passion for our customers, Family Spirit, Personal commitment. Seco Tools has a presence in more than 75 countries and employs about 4000 people.