Cust Exp Manager

Job Description
As a Customer Experience Manager here at Solstice Advance Materials, you will be responsible for managing and improving the overall customer experience, ensuring that our customers have exceptional interactions with our products, services, and brand. Your role will involve analyzing customer feedback, identifying pain points, and implementing strategies to enhance customer satisfaction and loyalty. By effectively managing the customer experience function, you will contribute to enhancing our reputation as a customer-centric organization and driving business growth.

Responsibilities

• Drive the Solstice Customer Experience Strategy in the region, and successfully transform the Cx functional teams
• Lead the delivery of a standard, effective and efficient centralized OTC administration model to support the Solstice Products business
• Work closely with all relevant departments including sales, logistics, operations and supply chain to ensure standard, effective and efficient processes
• Implement best practices and standard operating procedures to streamline processes and improve efficiency
• Leading and managing a team of 30+ CSR (and 4+ direct reports – Team Leaders)
• Supporting the staffing process of the team
• Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems
• Driving the CX transformation by adhering to the global Solstice initiatives, Digitalization and standardization
• Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling
• Establishing and maintaining quality and quantity standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports
• Providing direct and timely feedback to all staff on the results to ensure smooth two way interfaces
• Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators
• Perform any other reasonable tasks aimed at improving quality and service delivery within the Company
• Responsible for all aspects of the day to day, tactical & strategic operations of the site
• Directing all aspects of administration and productivity
• Ensuring all employees have a safe work environment
• Involvement in & support of ERP CP/S deployment and enhancements

Qualifications
YOU MUST HAVE

• Minimum of 6 years of experience in customer experience or related field
• English proficient
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to analyze data and make data-driven decisions
• Experience in implementing customer experience improvement initiatives
• Strong change management skills

About Us
About Solstice Advanced Materials
Solstice Advanced Materials is a leading global specialty materials company that advances science for smarter outcomes. Solstice offers high-performance solutions that enable critical industries and applications, including refrigerants, semiconductor manufacturing, data center cooling, nuclear power, protective fibers, healthcare packaging and more. Solstice is recognized for developing next-generation materials through some of the industry's most renowned brands such as Solstice, Genetron, Aclar, Spectra, Fluka, and Hydranal. Partnering with over 3,000 customers across more than 120 countries and territories and supported by a robust portfolio of over 5,700 patents, Solstice's approximately 4,000 employees worldwide drive innovation in materials science. For more information, visit Advanced Materials .