Manager Sales Excellence - Customer Experience (Flexible Location within Europe)
Atlas Copco
New Mexico, Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Plurinational State of, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Congo, the Democratic Republic of the, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Côte d'Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Faroe Islands, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Holy See (Vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Islamic Republic of, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Korea, Democratic People's Republic of, Korea, Republic of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Lithuania, Luxembourg, Macedonia, the former Yugoslav Republic of, Madagascar, Malawi, Malaysia, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia, Federated States of, Moldova, Republic of, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palau, Palestine, State of, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russian Federation, Rwanda, Réunion, Saint Barthélemy, Saint Helena, Ascension and Tristan da Cunha, Saint Kitts and Nevis, Saint Lucia, Saint Martin (French part), Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Somalia, South Africa, Spain, Sri Lanka, Sudan, Suriname, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Tajikistan, Tanzania, United Republic of, Thailand, Togo, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, United States Minor Outlying Islands, Uruguay, Uzbekistan, Venezuela, Bolivarian Republic of, Viet Nam, Virgin Islands, British, Virgin Islands, U.S., Wallis and Futuna, Yemen, Zambia, Zimbabwe
6d ago

Mission

Your mission is to support the General Vacuum Customer Centers globally in their process efficiency and sales excellence activities and development.

This combines the successful utilization of the C4C and digital marketing tools across the entire customer journey, establishing consistent, value added sales processes for KPI management, on all lead and customer engagements.

This position will help to transition the customer care and sales organizations into the digital age while optimizing the process of acquiring new customers, managing leads and opportunities and processing orders.

Documenting and defining best practices across 20+ customer centers globally.

This is a senior global role with direct reporting line to the VP Customer Experience with clear aim to enable top line growth, creation of a differentiated customer journey and process efficiency at the customer center level.

As part of a growing team with a focus on creating opportunities for customer experience excellenced this role whill help to lay a foundation for the future and Customer Led Growth.

You will work closely with our Marketing Data Analyst, Digital Marketing Manager and Customer Center teams to deliver on your objectives.

Empower the CC to fully exploit the capabilities of CRM and other sales and marketing technology advocating for the CC needs upwards.

Helping us to migrate from a systems drive to customer driven organization.

Main Responsibilities

  • Engage with all GV Customer Centers and support them reviewing their local customer care processes, sales focus, and system use
  • Define clear process blueprints and best practice standards on customer care and sales excellence
  • Review local sales activities and define action plan with local management teams including but not limited to : Marketing Automation, Lead Generation, Opportunity and Pipeline management, Order Conversions, Order Management, Customer Commitment Management
  • Consult local Customer Centers upon sales strategies and sales organization structure for the future
  • Support local Customer Centers with relevant customer feedback channels and action oriented findings
  • Help the local sales organization in the development of relevant sales competencies for hunting and growing new opportunities
  • Leveraging benefits from sharing best practices and networks
  • Improve relevance and utilization of C4C dashboards for GV CCs
  • Implement best practices for cross selling and upselling
  • Skills, Knowledge, Experience

  • Minimum of 10 years experience in the field of business development, sales operations, marketing etc., with direct sales experience
  • A collaborative challenger who can hold equal balance between the Customer Center and Business Areas / Division Leadership
  • Knowledge Areas : Deep understanding about customer centric applications CRM, ERP, marketing toolsKPI and Results oriented with a human centered approachUnderstanding of sales channels and sales managementStrong leadership skills, also leading global projects with multiple functions involvedDeep function expertise of CRMsUnderstanding customer experience best practice managementProject and Process Management
  • Critical Skills (Talent Framework specification)Support to create a customer focused environment and drive sense of urgencyUses broad knowledge and insights of the industry and global economic drivers to support the creation of a vision and establishment of local business strategies.
  • Drives and supports the use of the latest technologies with the potential to improve results. Challenges the organization to exceed goals.

    Models the can-do attitude and creates an organization that pushes forward in difficult circumstances.Leveraging collaboration and sharing of best practices when it comes to sales excellence amongst Customer Center and nurture a culture of constant trial and improvementCreates a culture that nurtures and rewards creativity and innovation.

  • Other requirements : Location : tbd can be done remotely with regular travelExcellent verbal and written English requiredConfident in interaction with end customersModerate other travel anticipated to global Customer Centers and Service Centers, as well as to end-customers
  • What we offer

  • Independent and broad range of tasks and responsibilities within the Scientific Vacuum Division
  • Professional and personal development opportunities
  • Attractive remuneration package
  • Flexible working time models
  • State-of the art Learning Management system with free access to global courses
  • International career opportunities within the Atlas Copco Group, a Swedish multinational industrial player
  • Where will your passion take you?

    At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our leading-edge technology and close customer collaboration enable us to innovate for a sustainable future.

    We believe that passionate people make it happen. With us, you have the authority to act and many opportunities to create lasting results.

    We offer a wide range of interesting job roles and many opportunities to grow. This is where it begins Join us at the Home of Industrial Ideas.

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