Ph3Posizione /h3 pbCustomer Experience Manager /b to join our bCommercial Capabilities Development Dept. /b at CAREL HQs in Brugine (Padova). /p h3Role Goal /h3 pThe 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. /p h3Main Responsibilities And Activities /h3 ul liDesign, implement, and continuously improve the end-to-end customer experience, from first contact to after-sales service. /li liAct as the "voice of the customer," connecting Sales, Marketing, Operations, and Service. /li liMap and analyze the customer journey across key B2B touchpoints (technical quotation, order, delivery, installation, service). /li liIdentify pain points and develop measurable improvement plans. /li liCreate and maintain buyer personas and journey maps for OEMs, installers, distributors, and decision makers. /li liManage NPS and VoC programs, analyzing data and turning insights into actionable recommendations. /li liMonitor Customer Experience KPIs and propose corrective actions. /li liPartner with Sales and Marketing to optimize lead nurturing, qualification processes, and CRM metrics. /li liWork with Operations to improve order fulfillment and delivery processes. /li liSupport the Service team in defining intervention standards and SLAs aligned with customer expectations. /li liCollaborate with Sales Excellence to enhance digital touchpoints (customer portal, configurators, order tracking, ticketing). /li liPromote CRM adoption and ensure customer data quality and completeness. /li liFoster a customer‑centric culture through training, workshops, and onboarding of new customer‑facing colleagues. /li /ul h3Requisiti /h3 pbMUST HAVE: /b /p ul liDegree in Engineering, Economics, Marketing, or related fields. /li liAt least 3–5 years of experience in Customer Experience, Customer Success, or Marketing Management roles within industrial B2B environments. /li liStrong 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. /li liShare the value of Carel Culture Code! /li /ul h3Preferred /h3 ul liA technical background is a significant advantage in the HVAC/R context. /li liPrevious experience in HVAC, Building Technologies, or Industrial Automation companies is considered a strong plus. /li /ul /p #J-18808-Ljbffr