Manager Customer Experience

Lely, founded in 1948, is committed to creating a sustainable, profitable, and enjoyable future in agriculture. Driven by the challenges farmers face and the needs of cows, we develop high-quality robots and data systems that improve animal welfare, flexibility, and productivity on dairy farms. Our mission is to support sustainable food production.
For more than 30 years, we have been a global leader in the sales and service of automated systems for successive generations of dairy farmers. Every day, we inspire our colleagues to provide customers with innovative solutions and to be a reliable partner for long-term advice and support. With our state-of-the-art Lely Campus in Maassluis and a worldwide network of dedicated Lely Centers offering tailored sales and service, Lely operates in more than fifty countries.

Job Description  As CX Manager, youare responsible for shaping and embedding Customer Experience & Journey Excellence across Lely. You ensure that our propositions,service sand support activities create one consistent and valuable experience for our customers.
You lead the Customer Experience function within Proposition Management and act as the connecting force between Business Teams, Product Development, Service Development, Marketing, Sales, Clusters and Lely Centers. Your mission is to create a customer-ledorganizationwhere decisions are driven by customer evidence and focused on customer outcomes.
You define and govern the customer journey methodology, customer researchapproachand Voice of Customer framework. You help teams translate customer insights into improvement priorities, propositiondecisionsand roadmap investments. You ensure that customer journeys are measured,reviewed and continuously improved.
In this role, you lead a Customer Journey Designer andpotentialfuture CX capabilities. You create the standards,governance and development path that enables theorganizationto consistently improve customer experiences r key responsibilities:
Define and evolve Lely's Customer Experience vision and strategy.
Establish andmaintaina company-wide CX governance model.
Build customer-centric ways of working across Business Teams and competences.
Own the end-to-end customer journey framework and methodology.
Createoneintegrated approach for customer research and Voice of Customer and translate insights into actionable recommendations for Business Teams and roadmap decisions.
Define and monitor CX KPIsand ensure customer experience improvements result in measurable business value.
Qualifications   Master's degree in Business, Marketing, Design,Innovationora related field.
8+ years of experience in Customer Experience, Proposition Management, Service Design, Customer Insightsora related domain.
Proven experience leading customer-centric transformation initiatives.
Experience influencing senior stakeholders across multiple disciplines.
Strong knowledge of customer journeys, customer research, Voice of Customer and journey management practices.
Experience working in complex international organizations.
Excellent facilitation,communication and leadership skills.
Strong analytical mindset combined with a passion for understanding customer needs.
Additional Information  Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You help make the agricultural sector more futureproof, and we ensure you have the space, resources, and support to do so.
An international work environment that values collaboration, initiative, and diverse perspectives.
A culture that encourages learning, experimentation, and ownership of ideas.
Excellent employment conditions, including up to 8 weeks of vacation per year and a strong pension scheme.
A salary range of…