What's the role?
Are you a passionate customer experience professional looking to make a significant impact? We're on the lookout for a dynamic, detail-oriented, and highly communicative Customer Experience & Services Manager with a passion for delivering outstanding service and driving customer satisfaction. In this role, you'll collaborate with a team of driven professionals in a fast-paced environment that encourages continuous improvement. You will be at the forefront of enhancing customer journeys, improving service processes, and ensuring a seamless experience. If you thrive on innovation and want to shape the future of customer engagement and service excellence, this is the role for you!
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating products and solutions that are Making Construction Better. Where a passionate and inclusive global team of 34,000 employees across more than 120 countries is exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
Our purpose is Making Construction Better. As the third best place to work in Europe, 5th in the world, we believe that that we can achieve that through being a great employer for everyone, everywhere.
What does the role involve?
As a Customer Experience & Services Manager, you will be responsible for optimizing the end-to-end customer journey, ensuring exceptional service, and fostering strong relationships. You will work closely with internal stakeholders, analyze customer insights, and implement strategies to enhance satisfaction and loyalty. You will oversee and improve customer experience and service processes to drive efficiency and effectiveness. Managing customer success strategies, addressing concerns, and monitoring key performance indicators (KPIs) will be crucial to the role. You will collaborate with cross-functional teams to drive customer-centric initiatives and utilize data and analytics to refine processes and improve customer satisfaction. Developing and coordinating a marketing and communication approach to customer experience and service strategies, leading and contributing to cross-functional roll-out projects, and acting as a business partner to implement service frameworks in alignment with operations, sales, and marketing are also key responsibilities.
Being at Hilti means joining a community of over 34,000 people, 127 different nationalities working together across 120 countries.
What do we offer?
We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:
- Exceptional base salary and bonus earning potential in line with Company performance
- Genuine career advancement (more than 80% of all leadership roles are filled internally)
- 6% employer pension contributions
- Outstanding Life Assurance (x8 base and bonus); Group Income Protection (after 5 years)
- Private Health Insurance and Employee Assistance Programme
- 33.5 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
- Paid leave for your birthday, fertility treatment, neonatal leave, getting married, moving house, domestic emergency, work on charitable projects
- Enhanced maternity and paternity pay
- Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
- Different ways to work flexibly, including working from home
- Employee resource groups focused on gender, mental health, race, disability, LGBTQ+ and sustainability topics
What you need is:
- A Bachelor’s or Master’s degree in Business, Logistics or a related field.
- Relevant experience from customer experience, supply chain and/or marketing.
- Excellent communication and negotiation skills, with the ability to engage stakeholders at all levels.
- A customer-centric mindset with a passion for delivering exceptional service.
- Strong analytical skills and the ability to leverage data for decision-making.
- Experience in process improvement and implementing customer engagement and service strategies.
- The ability to build and maintain relationships with internal and external partners.
Who should apply?
We have an excellent mix of people. Success at Hilti is down to teamwork and ability, no matter what your background.
Please DO NOT apply for multiple roles - the team will assign you where your skills are the best fit.
Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions – the whole process should take around 90 seconds.
**SALES ONLY**
If you meet the requirements of the role you'll be invited to complete a fun online assessment and a short pre-recorded video interview - please look out for this in your junk mail as it can end up there!
If you need any support with your application please contact gbcareers@hilti.com.
Once you're in the formal process, there are three stages – a first interview with a Regional Manager, a day-in-the-life 'field ride' to give you a real feel for the job and a final interview with a Sales Director. We'll also pay your expenses if you have to travel to meet us.
If we don't have a suitable role for you at the moment, we will keep you in our talent pool for the future so your recruitment process might take a bit longer but we'll be sure to stay in touch.
Hilti is where your best belongs. We are an equal opportunity employer and value the contributions of all our team members regardless of sex, gender identity/expression, race, ethnicity, sexual orientation, disability, age, religion or family status.
