Customer Experience Manager

About the role

We are looking for a Customer Experience Manager to design, implement and continuously improve the end‑to‑end customer journey for our B2B solutions in air‑conditioning, refrigeration and heating. Reporting to the Group Head of Commercial Capabilities, you will act as the voice of the customer and connect Sales, Marketing, Operations and Service teams at our headquarters in Brugine, Italy.

Key responsibilities

• Design, implement and optimise the full customer experience from lead generation to after‑sales service.
• Map and analyse the B2B customer journey across quotation, order, delivery, installation and service, identifying pain points and creating improvement plans.
• Develop and maintain buyer personas and journey maps for OEMs, installers, distributors and decision‑makers.
• Manage NPS and Voice‑of‑Customer programmes, turning insights into actionable recommendations.
• Monitor CX KPIs, propose corrective actions and promote a customer‑centric culture through training and workshops.
• Partner with Sales and Marketing to optimise lead nurturing, qualification and CRM metrics.
• Collaborate with Operations to improve order fulfilment, delivery processes and service standards, including SLAs.
• Support digital touchpoints such as customer portal, configurators, order tracking and ticketing.
• Drive CRM adoption and ensure data quality.

Required profile

• Degree in Engineering, Economics, Marketing or a related field.
• 3–5 years of experience in Customer Experience, Customer Success or Marketing Management within an industrial B2B environment.
• Strong customer orientation, systemic thinking and ability to influence cross‑functional teams without direct authority.
• Excellent communication and presentation skills for diverse audiences.
• Proactive attitude and ability to translate complex insights into practical actions.

Required skills

• Experience with NPS and Voice‑of‑Customer tools.
• Knowledge of CRM systems and data quality management.
• Customer journey mapping and persona development.
• Familiarity with KPI monitoring and reporting.