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Husqvarna Group · 1 day ago

Strategy & Customer Experience Manager

Olathe, KS

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Husqvarna Construction is seeking a strategic, results-driven Strategy & Customer Experience Manager. In this key role, you are responsible for leading the execution of the long-term North American regional strategy while delivering an exceptional end-to-end customer journey for Husqvarna Construction Division North America.

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Responsibilities

Act as the North American lead for the Global 2030 strategy by delivering projects and programs that support the yearly goals and achieve the expected long-term targets

Take ownership of the entire strategic project portfolio and lead the development and execution of business future growth strategies for the North American Market

Manage strategic planning by developing detailed plans, setting priorities, and converting strategic goals into quantitative, actionable steps

Conduct research, analyze market trends, and assess competitors to gain knowledge of the overall construction industry

Provide implementation oversight by leading cross-functional teams to execute strategies, oversee policy changes, and support resource allocation

Work closely with senior leadership on progress reporting, prioritization of initiatives, and risk management

Develop performance monitoring to track progress, evaluate effectiveness, and adjust strategies to improve outcomes

Develop the business’ customer experience (CX) vision, map customer journeys, and identify pain points

Work cross-functionally with sales, marketing, product, and IT to align efforts and implement improvement initiatives that enhance efficiency and personalization

Partner with back-office teams to develop and implement omni-channel touch points that increase customer engagement while minimizing burden on people and processes

Continually review policies and procedures to enhance the overall customer experience while improving the structure and framework of business processes

Provide training and communication to sales and support teams on process and technology changes, customer messaging, and progress on metrics

Collect and analyze customer feedback (surveys, reviews) and develop key metrics to track improvements in overall satisfaction

Stay up to date on CX trends that fit the construction industry and the needs of its customers

Qualification

Business analysisStrategic thinkingProject managementCustomer experience managementData analysisNetworking skillsCommunication skillsRelationship building

Required

Bachelor's degree required or equivalent experience

At least 8 years' experience in strategy, management consulting, or project/portfolio management with a minimum of 3 years supporting the customer experience or customer service process management

Exceptional strategic thinking and business analysis skills

Strong project and portfolio management skills

Excellent communication and presentation skills

Strong networking skills and ability to build relationships at all levels

Extraordinary analytical capabilities through the development of various data models

Ability to influence and manage laterally through the organization