Hobart Service, an Illinois Tool Works Company, has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.
SUMMARY
The ITW Food Equipment Group is seeking an experienced Customer Experience Manager who will align with the core ITW Business Model and develop new customer focused initiatives and strategies to deliver innovative solutions to our customers' most challenging service reporting & service delivery needs. This leader will be well versed in assessing and balancing changing market dynamics, customer needs, and the organizations technology product mix and capabilities.
The leader will project manage the end-to-end program roll out with key stakeholders and is expected to meet and exceed metrics.
POSITION PURPOSE
The Customer Experience Manager will lead the development of customer facing service processes for the North America Hobart Service organization. The primary outcome of the role is to establish a dynamic, responsive, and sustainable approach to building Customer Key Performance Indicators that align to the business goals of increasing organic growth, creating customers for life, and improving overall customer retention.
The Customer Experience Manager will have a long-term goal of developing professional and accessible customer KPI reporting processes including, dashboards, Quarterly Business Review processes for regional and local customers, create value proposition-based customer communication, and will support the Hobart Service NPS improvement strategy.
The Customer Experience Manager will work with the Hobart Operations leadership team on customer facing process optimization and create customer lifecycle-based milestones, with a specific focus on strategic customer onboarding, retention, and off boarding. These initiatives areas are all in support of developing Hobart Service customer value proposition. This position reports to the Hobart Service Vice President of Operations
This position reports to the Hobart Service Vice President of Operations and will be located in the Dayton, Ohio area.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Conduct competitive and market segmentation assessments to understand market attractiveness and desired short- and long-term positioning strategies
Execute ITW's Customer Back Innovation process with deep VOC and market requirement events to understand customer pain points/needs and translate to real world process and product specifications
ServDevelop and ensure processes adhere to ITW's existing CRM sales pipeline process and design metrics for sales growth success
Manage and execute large scale dashboards and cultivate strong relationships with key stakeholders to meet project roll out milestones
Monitor Hobart Service Customer Facing Metrics, nationally, regionally, by customer and product type. Partner with key stakeholder to develop and implement improvement strategies.
Through understanding of field process, systems and analytics, develop & support execution of process improvements to drive Customer Facing Metric (KPI) improvement initiatives.
Optimize strategic customer communications across the customer lifecycle, including business reviews and strategic customer onboarding.
Establish and monitor business metrics for the full customer lifecycle with a focus on customer onboarding & retention.
Support Hobart Service NPS priorities & improvement strategies.
Research and benchmark other programs to develop innovative best in practice programs
Supervisory Responsibilities
This position has no direct supervisory responsibilities but may be asked to lead the work of others including, but not limited to, interns or business development trainees
This position requires strong collaboration, influencing, and large-scale project management skills with key stakeholders
Education and Work Experience
Bachelor's degree
6+ year sales/sales support, marketing or customer facing service experience
Desired Education/Experience - preferred, but not required
Master's degree in business administration
2+ years of project management experience
Experience working within ERP systems, preferably Microsoft Dynamics/Field Service
5+ years of Field Service-related experience
Experience supporting customer
Change management experience
Job -Specific Knowledge
Must have strong project management skills and have the ability to work cross functionally with multiple stakeholders to advance key tasks to meet milestones
Must have strong financial/forecasting modeling skills along with competency of P&L statements
Must know how to assess market segmentation and competitive assessments
Working Conditions
Office environment
Normal hours are 8am - 5pm
Travel up to 25%
Why work for us?
Competitive pay
Great insurance options with low premiums
Paid vacation and holidays
401K with company match
Extensive on-the-job, online, and classroom training
Service vehicle, uniforms, and safety equipment provided
Safety-conscious work environment
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.
ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
