Customer Experience Excellence Manager
3 days ago
At Toyota Material Handling Europe, we are a community of 13,500 colleagues passionate about empowering companies across the continent to overcome material handling challenges.
The RoleWe are seeking a Customer Experience Excellence Manager to join our Market Operations team. As a key contributor, you will be responsible for elevating the customer experience by efficiently resolving critical issues across our organisation.
You will identify and prioritise the most impactful customer pain points based on feedback from company surveys and functional information provided by our Marketing & Sales teams. Your primary focus will be on resolving these issues through effective coordination with relevant departments.
In addition to issue resolution, you will lead the implementation of Total Productive Maintenance (TPM) methodologies in our local entities across Europe. This initiative aims to address customer concerns promptly and efficiently.
Your Responsibilities- Manage and resolve critical customer issues reported by surveys, ensuring structured activity with responsible departments.
- Identify top customer pain points, collaborate with marketing & sales teams to clarify and prioritise issues, and establish task forces for efficient resolution.
- Monitor issue progress over time, confirm effectiveness of countermeasures, and keep stakeholders informed until resolution.
- Represent quality within the T-Smile program, contributing to regular meetings and training/coaching teams on related TPM methodologies.
- Lead a steering committee to support issue resolution across the organisation.
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