Customer Experience Manager
Customer Experience Manager Detroit, MI
Customer Experience Manager
Full time
Salary $95 110K annually
Key Areas of Responsibility (Answerable for the following end results)
- Nurture existing customer relationships, develop new contacts at decision making levels, broaden contacts to include multiple disciplines, customer expert (know the org structure, initiatives, trends, etc.).
- Primary contact for assigned customers, leading new business and current account escalations or negotiations with support from Director of Sales and Customer Experience.
- Intimate understanding of customer:
- Sourcing Strategies
- Locations
- Cycle Plans
- Develop and maintain roadmap of incumbents and competitors, by customer location
- Develop and maintain customer organizational charts and contact matrix for key cross functional relationship development
- Develop and maintain Customer Growth Strategy.
- Champion New Business Opportunities:
- Identify, develop, nurture, and track NBO s.
- Procure Customer RFQ s.
- Assumes the role of Quote Champion, leading the pursuit of each NBO.
- Read RFQ documents and understand specific customer requirements and allowables
- Coordinate & lead quote kick-off mtgs.
- Coordinate & lead technical review preparation and presentation.
- Coordinate inputs from cross functional teams.
- With cross functional team inputs, provide costs and guidance to Cost Estimating Engineer for Quote Model and PFA preparation
- Schedule and lead Management and Executive Leadership quote reviews
- Upon Approval to Submit , prepare customer breakdowns, quote assumptions, and submit quote to customer
- Responsible for quote submissions throughout the iterative business pursuit process; from initial quote submission until program award (POs received), and follow up to ensure satisfactory execution during launch and throughout contract lifespan.
- Commercially owns Assigned customers or accounts from NBO pursuit through end of program, including significant program scope change or mid cycle enhancements.
- Document all activities as required
- Adhere to all company guidelines for Emergency Evacuation to ensure employee safety.
- Any additional responsibility deemed necessary by management.
Competencies
- Business Acumen
- Communication Proficiency
- Customer/Client Focus
- Results Driven
- Organizational skills
Limits of Authority
- Advise Department Manager of those situations that may pose a significant risk to the program, product assurance, facilities, and employee safety or customer satisfaction results.
- Initiate actions to prevent the occurrence of any nonconformance relating to product, process & systems.
- Identify and record any problems relating to the product, process or system.
- Initiate, recommend or provide solutions through the appropriate channels and verify implementation.
- Control further processing and delivery of nonconforming product until the deficiency is corrected.
- Develop and present pricing to the customer.
Basic Education, Experience and Skills Required
- Bachelor degree in a technical engineering discipline, or non-technical business related field or an equivalent combination of education and experience.
- Experience in automotive manufacturing environment preferred.
- Strong interpersonal and communication skills.
- Proficient in computer based applications with emphasis on presentation & analytical tools.
- Able to maintain confidential information.
Internal Training (Minimum Requirements)
- Orientation
- Vision and Culture
- Code of Conduct
- Departmental Training
- Procedure New Business Development Procedure
- Procedure New Business Opportunity Quoting
- Procedure Contract Review
- Company Training
- BOS Overview
- Information Technology
- Outlook
- Trans4M Overview
- Purchase Requisitions
- Quality Mission Statement
- Expense Reporting
- Travel Management System
Health, Safety and Physical Demand Requirements
- Normal amount of sitting and standing, average mobility to move around an office and plant environment, able to conduct normal amount of work on a computer.
Risks Associated with Job Function
- None
Travel Requirements
- Up to 50% travel required
- Valid driver s license require
Apply now!
This is a direct DQS Solutions & Staffing listing.
Estimated Salary: $20 to $28 per hour based on qualifications.
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