SENIOR MANAGER (350496)

                                               ArcelorMittal Business Center Of Excellence is looking for candidates for a position of

                                                                                      Customer Experience Team Manager

 

Job Summary:

We are currently looking for person to join CMO & Supply Chain team for the position of Customer Experience Team Manager. This role is created to elevate our commitment to delivering superior customer experiences by providing strategic leadership and operational oversight. The primary goal of this role is to ensure that every aspect of our customer interactions is managed efficiently, effectively, and in alignment with our business objectives. 

Key Responsibilities:

People Manager

• Lead, inspire, and develop a high-performing team, fostering a positive and collaborative work environment.
• Manage recruitment, onboarding, and training processes to ensure team members are equipped for success.
• Conduct regular performance reviews, provide constructive feedback, and implement development plans for staff growth.
• Address employee concerns, resolve conflicts, and maintain high levels of engagement and satisfaction.
• Ensure compliance with HR policies and labor regulations while promoting diversity, equity, and inclusion.

Safety

• Enforce workplace safety protocols, ensuring all operations comply with relevant health and safety regulations.
• Conduct regular risk assessments and implement corrective actions to mitigate potential hazards.
• Promote a safety-first culture through communication, and awareness initiatives.

Performance

• Set clear performance goals and KPIs, aligning team objectives with organizational priorities.
• Monitor and analyze operational performance, identifying areas for improvement and implementing solutions.
• Drive accountability through consistent tracking of metrics and providing transparent reporting to stakeholders.
• Lead process optimization initiatives to improve efficiency and deliver measurable results.
• Recognize and reward exceptional performance to motivate and retain top talent.

Internal (plus external if needed) Customer

• Champion a customer-centric approach, ensuring the delivery of exceptional service across all touchpoints.
• Build and maintain strong relationships with key clients, addressing concerns and proactively identifying opportunities for improvement.
• Use customer feedback and data insights to refine processes, products, and services.
• Collaborate with cross-functional teams to exceed customer expectations and enhance satisfaction.
• Ensure compliance with financial policies and procedures, minimizing waste and inefficiencies.
• Work with leadership to align budgeting decisions with organizational goals and long-term strategy.

Continuous Improvement

• Foster a culture of innovation and continuous improvement across all aspects of operations.
• Identify inefficiencies, bottlenecks, and gaps in processes, and implement data-driven solutions.
• Facilitate workshops, brainstorming sessions, and team feedback to generate improvement ideas.
• Evaluate the impact of implemented changes, ensuring they deliver measurable improvements in performance, customer satisfaction, and cost efficiency.

 

Qualifications:

• Leadership and Team Management experience.
• Bachelor's or Master's Degree in Economics (Marketing, Sales), Business Administration, Finance, or a related field.
• Proficiency in English and one additional language - nice to have (e.g., German, Italian, French, Spanish, Czech, Dutch).
• Experienced in Order To Cash, Customer Experience area (nice to have)
• Familiarity with SAP and CRM systems and customer related digital tools (nice to have)

Competences: