Job Description
What will you do?
Providing end-to-end and seamless experience to our customers is key to support development of services growth, in particular of Consulting as a strategic area to increase customer stickiness, create more values for customers, support customers in their digital and efficiency transformation journey.
MISSION
As part of Digital Customer Experience team in Services LoB organization, you’ll be accountable for defining consistent and seamless Recommendations experience for our customers and ensuring related end-to-end process in place and working properly
As a project manager, you will define long-term view with key stakeholders, build roadmap and drive short/ mid-term actions plan to enhance customer experience and reach our “Audit to order” objectives
RESPONSIBILITIES
• Be ‘Audit 2 Order’ process owner, accountable for end-to end process
• Map as-is situation to understand gaps and customer expectations
o Review E2E journey and process from recommendation identification to make it visible to relevant stakeholders (including asset / IB update) and generate opportunities, based on few use cases
o Map current process “Audit to Order”, key stakeholders, tools owners
o Identify gaps in process or in execution or tools
• Define short term and mid-term actions plan to close the gaps and enhance customer experience
o Identify actions, with owners/ leaders in different teams
o Follow regularly
• Build vision and roadmap for 360° recommendation view , starting by customer journey
o Map all entry point for recommendations and related stakeholders
▪ Customers
▪ Internal Schneider stakeholders (FSR, consultant, sales engineer etc)
o Build targeted situation and define evolutions needed
o Define prioritization roadmap and follow implementation
o Ensure to get regularly customer feedbacks
• Manage & ensure successful deployment of Consulting module in mySchneider to support Consulting offer launch & sales :
o Lead definition and deployment of playbook, deployment process, communication assets, yearly targets setting and ensure to gather customer feedbacks
o Define KPIs to follow-up deployment progress
Internal
o Coordinate with Consulting Squad teams (offer launch leader and product owner in Services LoB) and Category managers (in Commercial team) and to get their inputs & support when needed
• Define and lead project governance with key stakeholders
STAKEHOLDERS
• DCX mySchneider team
• Global DCR (Digital Customer Relationship), Schneider Digital team
• Global Field and Digital Services LoB & Commercial teams
• Country Services teams
• IB tracking teams
Graduated from Bachelor or Master engineering degree
• Experience in Project management (business needs identification, roadmap, dashboard, workshop management etc.)
• Excellent communication skills (verbal AND written)
• Passionate about digitization
• Collaboration & Team work skills
• Obsessed by Customer satisfaction and business growth
• Capability to influence and convince
• A ‘doer’ with ‘make it happen’ attitude
• Fluent in English
• Would be an advantage:
o Basic knowledge of digital marketing tactics
o and/ or knowledge of Field services business
o and or knowledge of bFO / bFS (salesforce)
https://careers.se.com/global/jobs/32579?lang=en-us&iis=Job%20Board&iisn=linkedin&src=linkedin
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