About us
Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
About the Job
Are you passionate about creating world-class customer experiences? Do you thrive in a global environment where you can shape and drive strategic initiatives? We are looking for a Global Customer Experience Manager who will be the global owner and driver behind the measurement of customer satisfaction and experience at Alfa Laval. You will be responsible for the global process and toolbox, ensuring that our 26 Sales Companies, covering 100 countries, and central organizations have the necessary support to measure customer experience effectively.
You will drive the analytics efforts behind the customer satisfaction framework making sure that all the different parts of the business have the right level of insights and intelligence to create a superior experience for the Alfa Laval customers. You will also work across the organization to extract and activate the key business insights coming from the voice of our customers to change our processes and better serve them.
Key Responsibilities:
- Be the subject matter expert and inspire the entire organization on how to work effectively with customer experience
- Develop and execute a global customer experience management program.
- Analyze customer insights, feedback, and data to drive continuous improvements.
- Collaborate with the wider Alfa Laval organization to enhance customer touchpoints.
- Create relevant dashboards that allow internal stakeholders to access data and insights.
- Ensure the global coherence of the CXM program while delivering value for local organizations.
- Interact with internal stakeholders to make sure the program is properly anchored and supported.
- Own the relationship with the supplier of the Customer Experience Management platform.
- Identify trends, challenges, and opportunities to create proactive solutions.
- Foster a culture of customer-centricity within the organization
- Support the organization in translating insights into activation, influencing key stakeholders to plan and take action to improve customer satisfaction
You will report to Vice President Marketing, Global Sales & Service and work globally and independently with different external and internal stakeholders.
The role will be based in either Søborg, Denmark or Lund, Sweden.
About You
To be successful in this role, you are a strategic thinker with a strong customer-first mindset. You understand the importance of data-driven decision-making and have experience in improving customer journeys. Your ability to collaborate across global teams and drive impactful initiatives makes you a valuable asset to our team.
Required Qualification:
- Experience: Min. 5 year of experience in customer experience management, customer success, or a related field.
- Education: MSc. Business Strategy, Marketing, Communications, or a related field.
- Skills: Strong analytical skills with the ability to interpret customer data and insights, Knowledge of customer journey mapping, digital experience tools, and CRM systems.
Preferred Qualifications:
- Experience working with both survey providers and industry, preferably in an international matrix organization
- Experience leading cross-functional teams in a global business environment.
- Excellent communication and stakeholder management skills.
- A proactive and solution-oriented mindset with a passion for enhancing customer satisfaction.
We care about diversity, inclusion, and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.
For More information, please contact
Alessandro Bracco, Vice President Marketing – GSS, [email protected], or Frederik Ellegaard, Talent Acquisition Manager, +45 27 79 83 90 or [email protected].
Please upload your application no later than February 24 2025.
All internal candidates must apply though Workday.
What We Do
Pioneering positive impact!
Our pioneering 140-year-old start-up culture is built on the idea that partnership is the key to solving complex problems and unlocking the full potential of resources. So we collaborate closely with our partners, customers, and thought leaders to create game-changing solutions that challenge conventional thinking on quality, efficiency, and innovation. United by a shared commitment to creating positive impact we’re reshaping vital industries, like energy, food, water, and shipping, to optimize efficiency, reduce emissions, and increase yields. Together, we’re building business success, elevating the quality of life across society, and driving progress towards a more sustainable world.
Alfa Laval is a leading global provider of first-rate heat transfer, separation, fluid handling products separation, and fluid handling products. With these as its base, Alfa Laval aims to help enhance the productivity and competitiveness of its customers in various industries throughout the world. We define their challenges and deliver sustainable products and solutions that meet their requirements – in energy, the environment, food, and the marine industry.
Alfa Laval today has customers in some 100 countries, employs more than 21,300 people, and annual sales were SEK 63.6 billion (5.5 BEUR) in 2023. The company is listed on Nasdaq Stockholm. Alfa Laval contributes to 15 of the 17 UN Sustainable Development Goals. Our solutions make a difference in daily life. You can learn more on our website about how our products work, and how they are used in industries worldwide.
We welcome your engagement, comments and questions - our guidelines and moderation policy for Alfa Laval channels on social media can be found here: https://www.alfalaval.com/legal/community-guidelines/
Personal data will be handled in accordance with the Alfa Laval Privacy Policy. https://www.alfalaval.com/privacy
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