We are currently seeking a Customer Experience Manager to join our Commercial Capabilities Development Dept. at CAREL HQs in Brugine (Padova).ROLE GOAL:The Customer Experience Manager designs, implements, and optimizes the end‐to‐end customer experience (from lead generation to service), acting as the "voice of the customer" and connecting Sales, Marketing, Operations, and Service.Reports to the Group Head of Commercial Capabilities and Project Business Development.MAIN RESPONSIBILITIES AND ACTIVITIES:
Design, implement, and continuously improve the end-to-end customer experience, from first contact to after-sales service.Act as the "voice of the customer," connecting Sales, Marketing, Operations, and Service.Map and analyze the customer journey across key B2B touchpoints (technical quotation, order, delivery, installation, service).Identify pain points and develop measurable improvement plans.Create and maintain buyer personas and journey maps for OEMs, installers, distributors, and decision makers.Manage NPS and VoC programs, analyzing data and turning insights into actionable recommendations.Monitor Customer Experience KPIs and propose corrective actions.Partner with Sales and Marketing to optimize lead nurturing, qualification processes, and CRM metrics.Work with Operations to improve order fulfillment and delivery processes.Support the Service team in defining intervention standards and SLAs aligned with customer expectations.Collaborate with Sales Excellence to enhance digital touchpoints (customer portal, configurators, order tracking, ticketing).Promote CRM adoption and ensure customer data quality and completeness.Foster a customer‐centric culture through training, workshops, and onboarding of new customer‐facing colleagues.
MUST HAVE:
Degree in Engineering, Economics, Marketing, or related fields.At least 3–5 years of experience in Customer Experience, Customer Success, or Marketing Management roles within industrial B2B environments.Strong Customer Orientation and systemic thinking. Ability to influence without direct authority, working cross‐functionally across multiple departments. Excellent communication and presentation skills for diverse audiences. Proactivity and the ability to translate complex insights into actionable steps.Share the value of Carel Culture Code!
PREFERRED
A technical background is a significant advantage in the HVAC/R context.Previous experience in HVAC, Building Technologies, or Industrial Automation companies is considered a strong plus.
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