
Customer Advocacy Manager
4 days ago
Job Description
As a Customer Experience Quality Manager at Toyota Material Handling Europe, you will play a key role in enhancing the customer experience by effectively managing major issue resolutions across the organisation.
You will work closely with Marketing & Sales companies to identify common and painful issues affecting our customers across Europe. Your responsibility will include following up and reporting status until final resolution.
Additionally, you will lead and coordinate the implementation of TPS methodologies in each TMHE MSCOs entity to address customer pains identified in local markets. This activity involves collaborating with the Toyota Lean Academy to ensure the quality of each local 'Dantotsu' quality improvement process.
Your Key Responsibilities
- Coordinate the overall resolution of critical customer issues reported by customer surveys across Europe, ensuring structured and efficient activities proceed with responsible TMHE departments.
- Work closely with Marketing & Sales companies to detect and clarify top issues in Europe from customer feedback, prioritising tasks, and organising leadership groups for effective resolution.
- Monitor the evolution of issues over time, confirming the effect of implemented countermeasures and keeping the organisation informed until resolution.
- Represent quality in the T-Smile program, contributing to regular progress meetings with countries and training/coaching them on related TPS methodologies.
- Lead a regular steering committee to support issue resolution across the organisation.
What We Offer
We offer a dynamic, diverse, and welcoming work environment where you will have the opportunity to collaborate with international teams. Depending on the chosen candidate, the location could be in any of the TMHE offices in Europe, with the possibility of working remotely two days a week as part of the deal. An attractive benefit package and a yearly bonus are also included.
We have great people like yourself onboard who continuously learn, improve, and collaborate to deliver quality in everything we do. While you keep moving us forward, we look forward to seeing your career move in remarkable ways.
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