About this role
Sandvik Mining and Rock Technology is a world-leading mining equipment manufacturer committed to offer highly optimized solutions designed to increase our customers’ productivity and profitability – while ensuring reliability, efficiency and safety, through high technology. Our Product Area Parts and Services provides the Sales Areas with aftermarket offerings and spare parts globally, and our Parts & Services Commercial Transformation team is responsible for the aftermarket sales development. Driving development initiatives, we have, among others, developed and implemented global, standardized processes and systems to optimize performance across all Sales Areas. To continue on this journey, we are now looking for an experienced Customer Experience Manager to join our Parts & Services Commercial Transformation team. We offer you the chance to make your mark on the work we do on a global scale, and an excellent opportunity to develop within the field of eCommerce. The location for this position is either Amsterdam (The Netherlands), Västberga or Sandviken (Sweden). Your mission – To develop a common customer experience roadmap and define a customer experience program In this position, you are responsible for developing a customer experience road map with processes and tools that define how to act on customer feedback, and for developing and implementing strategies for improving customer relationships, dedication and satisfaction. You collect, analyze and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience, and you conduct research to identify best practice methods of product marketing and sales. Managing the customer lifecycle, including all the steps customers go through when interacting with organizations, you proactively engage with key business stakeholders to highlight the voice of the customer, which enables us to identify and deliver critical customer-impacting solutions. Furthermore, you drive people, process and technology initiatives to optimize the end-to-end Customer Support experience. As Customer Experience Manager, you report to the Parts & Services Commercial Transformation Manager, and international travel is a natural part of your job. Your character – A service minded business professional with the ability to grasp complex concepts We are looking for someone with a Masters’ degree in the field of Digital Marketing, eCommerce or Business Management. With a minimum of five years’ experience in program management or a business operations role in a B2B or customer-facing role, and you have achieved successful development and implementation strategies of customer experience roadmaps, in a global environment. As we operate in an international setting, you need to be fluent in English, both verbally and in writing. We place great value on your personal qualities in this recruitment, characterized by your interpersonal and analytical skills. With strong cross-functional stakeholder management- and communication skills, you possess the ability to communicate complex concepts clearly and persuasively across different audiences and at varying levels of the organization. As a role model for your department, you also have a high regard for safety and you lead by example by promoting a safe and healthy workplace. At Sandvik, we strongly believe that diversity of experience, perspective and background will lead to a better environment for our employees, our business and, thereby, our customers. Recruiting Manager Christina Waliczek, Parts & Services Commercial Transformation Manager Application Send your application no later than September 25,2018. Read more about Sandvik and apply at www.sandvik.se/career , Job ID: R0002978. Contact information For further information about this position, please contact: Kristoffer Åkerlund, Recruitment Specialist, +46 (0)26 261 325 Union contacts – Sweden Per Hedman, Unionen, +46 (0)26 265 014 Rickard Andreasson, Akademikerföreningen, +46 (0)26 262 448 Anders Svedlund, Ledarna, +46 (0)26 262 341 For more information about the recruitment process, please contact HR Services, +46 (0)26 261 444. Recruitment Specialist Kristoffer Åkerlund Prior to this recruitment, we have already decided on what advertising channels and marketing campaigns we wish to utilize. In light of this, we respectfully decline any contact with marketing or recruitment agencies regarding additional channels or campaigns. Sandvik is a high-tech and global engineering group offering products and services that enhance customer productivity, profitability and safety. We hold world-leading positions in selected areas – tools and tooling systems for metal cutting; equipment and tools, service and technical solutions for the mining and construction industries; products in advanced stainless steels and special alloys as well as products for industrial heating. In 2017, the Group had approximately 43,000 employees and sales of 91 billion SEK in more than 150 countries within continuing operations.