Agfa Inkjet Solutions · 13 hours ago
Customer Experience Manager
United States
Full-time
Remote
Mid LevelAgfa Inkjet Solutions is a division of the Agfa-Gevaert Group, specializing in innovative inkjet printing technologies. The Customer Experience Manager is responsible for enhancing the customer journey, leading project planning and execution for large format printing equipment installations, and driving customer satisfaction and retention initiatives.
Printing
Hiring Manager
Michael Machowski
Responsibilities
Develop comprehensive project plans, including timelines, resource allocation, and budgets for the installation of large format printing equipment
Coordinate with internal teams, clients, and external vendors to ensure all project requirements are met
Manage project scope, goals, and deliverables to align with organizational objectives and client expectations
Oversee the installation process of large format printing equipment at various client sites nationwide
Ensure installations are completed on time, within budget, and according to technical specifications and quality standards
Conduct site assessments to identify potential challenges and develop mitigation strategies
Design and implement strategies to improve the customer journey across all touchpoints
Interpret customer feedback, behavior, and satisfaction metrics to identify trends and areas for improvement
Map and optimize the customer journey, identifying pain points and opportunities
Establish and track CX metrics
Lead initiatives to improve customer retention and loyalty
Collaborate with product and service teams to ensure customer feedback informs development
Manage escalation processes and ensure timely resolution of complex customer issues
Maintain a thorough understanding of large format printing equipment, including installation requirements and technical specifications
Collaborate with the technical support team to ensure seamless integration and functionality of installed equipment
Stay updated on industry trends and best practices in customer experience management
Implement and enforce quality assurance standards and procedures to ensure high-quality installations
Ensure compliance with all relevant safety regulations and industry standards
Conduct inspections and audits to verify the quality and integrity of installations
Maintain detailed project documentation, including installation records, progress reports, and client communications
Prepare and submit regular project status reports to the head of service and other stakeholders
Track project metrics and performance indicators to identify areas for improvement and optimize future installations
Report on CX performance to senior leadership and recommend improvements
Qualification
Required
Bachelor degree in a related field would be a asset
Strong Communication skills both written and verbal
Problem Analysis & Judgment
Self-awareness and self-motivating
Knowledge of the Graphics, Inkjet, Printing/Publishing Market an asset
Strong customer service & support principals
Benefits
Career development and growth.
Competitive salary and benefit package.
Company
Agfa Inkjet Solutions
About Agfa The Agfa-Gevaert Group is a leading company in imaging technology and IT solutions with over 150 years of experience.
Founded in 1867
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase