Commercial Excellence & Customer Experience Manager

Alfa Laval Energy Division Marketing is looking for Commercial Excellence & Customer Experience Manager 

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world‑leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140‑year‑old start‑up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.  

About the Role 

The Energy Division is accelerating its growth agenda by transforming customer journeys and strengthening commercial performance across the business. As Commercial Excellence & Customer Experience (CX) Manager, you will play a key role in helping us create seamless customer experiences and turn market opportunities into measurable business results. Working across Business Units, Sales and Marketing, you will leverage customer insights, funnel analytics and commercial data to identify opportunities, improve conversion and drive customer engagement throughout the buying journey. You will combine strategic thinking with hands-on execution, leading initiatives that improve customer experience, strengthen commercial excellence and enable a more data-driven approach to growth across the division and sales companies. 

Key Responsibilities for this role entail:

CX & Journey optimization 

• Drive continuous improvement of customer journeys across the commercial funnel 

• Translate customer insights data and feedback into actionable initiatives 

• Identify friction points, conversion barriers and growth opportunities across customer touchpoints 

• Facilitate customer journey reviews and drive follow-up on prioritized actions 

• Ensure content, campaigns and engagement activities support customer needs throughout the buying journey 

• Contribute to improving customer satisfaction, engagement and retention 

Funnel performance & Commercial excellence 

• Monitor funnel performance, lead progression and conversion across the division 

• Identify bottlenecks and opportunities to improve lead quality, conversion rates and commercial effectiveness 

• Drive best practices for lead management and collaboration between