Customer Experience Manager

The Customer Experience (CX) Manager (based in Veenendaal) is part of the Bike Commercial EMEA-APAC team. The CX Manager further expands the role delivering a new and perfect customer experience and service. The best CX during various stages (from order – invoice) during the various contact moments with our customers and consumers. The total Bike CX team is a team of 20 being based across Europe so it is an international role that requires travelling. The CX Manager plays an important role in servicing the customers with a great experience while at the same time managing an ongoing fast growing business.

The CX Manager leads the overall CS teams in EMEA-APAC knowing the day to day is managed by the two CS leads based in the Netherlands and Germany. The primary focus of this role is to provide and implement new ways of Service & Support to customers resulting in further Speed, Reliability and Efficiency. Innovation and digitalisation are key words in making these next steps. The CX Manager is overall responsible to implement these changes and improvements based on KPI driven output and analyses. 

Next to this the Bike CX team plays an important role within the S&OP process being responsible for a 12 month rolling forecast across the various businesses. The CX Manager will play an important role in co-supporting the upcoming ERP/CRM implementations.

Responsibilities

• Manages the CX team in EMEA, a team of 20 FTEs. Bringing the team to a next level, resulting in opportunities and expanding knowledge
• Translates a 3 year CX strategy into a yearly operational implementation calendar  
• Creates the best CX during all stages (from order to invoice) and contact moments for all customers 
• Implements a KPI/ROI driven way of working 
• Improves CX by innovation and digitalization; resulting in Speed, Reliability and Efficiency
• Leads the monthly and adjusted 12 months rolling forecasting within the S&OP for the OEM and AM business
• Works cross functional and is in close contact with other teams (like Sales, Product, Marketing, Finance, IT, Operations and Quality) to implement changes and to guarantee and improve the overall CX 

Education and Experiences

• Bachelor (HBO) or Master (University) thinking and working level
• Has worked in an information-driven commercial environment
• Approx. 7 years experience in a commercial production environment of which 5 years in a managerial position
• Is able to reflect the company objectives into CX actions
• Experience with leading an ERP/CRM implementation
• Familiar with leading and implementing innovative projects cross-functional; technology addict
• Native Dutch, Master of the English and eventually German language

Personal competencies

• A natural leader with excellent people management skills, a strong team player as well
• Innovator, with a nature of constantly improving and making progression 
• Commercial driven by enabling an excellent service level to all customers
• Based on interpersonal skills able to cooperate, influence and lead the network
• Strong communicator, able to create clarity on expectations and future steps
• Strong analytical thinker
• Curious and proactive work attitude, change enabler
• Willing to travel

• Compatible salary package
• Interesting bonus scheme
• Profit-sharing in case of good business performance
• 27 holidays
• Dynamic working environment, within an organisation that’s always on the move
• Access to company fitness Netherlands

About Allegion
At Allegion, we help keep people safe and secure where they live, work and visit. With more than 25 brands sold in almost 130 countries across the globe, we specialize in security around the doorway and beyond: everything from residential and commercial locks, door closer and exit devices, steel doors and frames to access control and workforce productivity systems. At the core of our $2 billion business is the knowledge and experience of the 9,000 dedicated employees behind our brands. We help our customers navigate their toughest security challenges, and we help builders and property owners differentiate themselves by providing innovative and secure solutions. Enterprise excellence is a key part of what we do for our customers, and is a focus for our employees. Our trained specification writers and experts not only help our customers adhere to codes and standards – we help advocate for and raise those security standards in the first place, in markets around the world.

About Global Portable Security (GPS)
GPS is a business unit within Allegion that was created to bring together the acquisitions of AXA and Trelock with the Kryptonite brand to maximize the potential of these three leading bicycle lock and light brands around the world. In addition to mobile security, the AXA brand also provides security for homes and buildings in the form of hinges, window releases, window locks, door hardware and access control systems.

Our Veenendaal site has a long and rich history, dating back to 1902. The basis for one of the two current successful core business is already established in the twenties, the forerunner of the present company started production and sales of hardware. Twenty years later, a ring lock for bicycles was introduced. This marks the start of a range of bike components, the second core activity as it is now. 

Today, the range of products of Home Security contains hinges, window stays, window- and door fittings and access management. The product range of Bike Security contains bicycle locks, lighting products and chainguards. Our production facilities in the Netherlands, France and Poland. Our sales offices are located in the Netherlands, Germany, France, Poland and Hongkong.