Customer Experience Manager, Returns

Clarios - Glendale, WI

Full-time

Hybrid - Glendale, WI

Electrical Equipment, Appliance, and Component Manufacturing

About the position

As a part of Clarios' $2.2Bn North American Metals business unit, the Customer Experience Manager, Returns will play a pivotal role in leading and executing customer order enablement and customer experience improvement projects specifically for returned commodities. This position is crucial for growing the business and enhancing margins within the Returns Supply Chain team, which is responsible for the comprehensive management of US battery returns. This role is integral to Clarios' sustainability blueprint, ensuring that the company remains a preferred business partner for both internal and external customers. The North American Metals business unit is recognized for leading the world's largest closed-loop recycling economy, recycling over 8,000 batteries every hour. The successful candidate will be involved in optimizing processes that contribute to the recycling of lead-acid batteries, which boast a recycling rate exceeding 99 percent, making them the most recycled consumer product in North America. The Customer Experience Manager will identify and execute projects aimed at improving customer experiences, focusing on enhancing order entry efficiencies and optimizing transportation costs. This role will also involve creating and leveraging key performance indicators (KPIs) to track and analyze trends, inefficiencies, and areas for improvement. The manager will partner with external customers and align with internal business partners to develop customer journey maps that inform long-term business strategies. Acting as a trusted advisor, the manager will understand customer needs and how actionable projects can enhance their experience. Additionally, the role requires the development and presentation of PowerPoint decks to senior management, detailing project progress and strategic outlooks. Collaboration across functions in a matrix organization is essential to implement changes in processes and technologies effectively. Training and guidance will also be provided to stakeholders on new processes and tools, with a focus on continuous improvement based on user feedback.

Responsibilities

• Lead and execute customer order enablement and customer experience improvement projects for returned commodities.
• Identify and execute projects that improve both internal and external customer experience.
• Create and leverage key performance indicators (KPIs) to identify trends and areas for improvement.
• Partner with external customers and align with internal business partners to create customer journey maps.
• Serve as a trusted advisor for customer needs and desired experience.
• Develop and present PowerPoint decks to senior management on project progress and strategic outlook.
• Collaborate cross-functionally in a matrix organization to implement changes in processes and technologies.
• Provide training and guidance to stakeholders on new processes and tools.

Requirements

• Bachelor's degree (or equivalent) in Supply Chain, Operations Management, Business, Finance, or equivalent experience.
• Minimum 8 years of experience in customer experience process optimization, project management, or a related role.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Willingness to learn and adapt to a changing environment.
• Excellent communication and interpersonal skills for effective collaboration.
• Experience with ERP systems such as SAP and Power BI, as well as Excel and PowerPoint.
• Knowledge of business process modeling and improvement methodologies (e.g., Lean, Six Sigma).
• Project management certification is a plus.

Nice-to-haves

• Project management certification.