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Job Description
Your role
The Senior Manager role is responsible for overseeing the CX program for the EMEA region, reporting to the Global CX Program Lead. The role is focused on ensuring a positive overall experience across all interactions a customer has with Digital Realty, including marketing, sales, site experience, products and services, support, and more. The scope of the role considers the overall journey and impression left on the customer to identify opportunities to improve processes, communication, and touchpoints. By combining industry knowledge with a customer-first approach, the Senior Regional Customer Experience Manager will play a critical role in driving customer satisfaction, operational excellence and business growth in their region.
What You’ll Do
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Collaborating with cross-functional teams, such as marketing, sales, product development, global process owners, and the customer success team, to align customer experience efforts with business goals
- Recommending customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
- Managing Continual Service Improvement (CSI) initiatives, a cross-functional framework that enables Global Process Owners, Regional Leaders, and site teams to understand CX feedback and contribute to the overall customer experience improvement initiatives.
- Facilitating regular CX Index internal reporting, including Ease of Doing Business (EoDB) scores, overall satisfaction (OSAT), and CSI initiative progress.
- Managing the implementation of complex CX initiatives and programs across multiple local and global regions.
- Acting as an EMEA regional SME while supporting the overall goals and objectives of the global CX team.
What You’ll Need
- Excellent communication skills - Strong verbal and written interpersonal and communication skills, used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback.
- Qualtrics XM software expertise – In depth knowledge and administrative experience in Qualtrics XM software.
- Data analysis and interpretation - Skills in data analysis to interpret customer feedback and metrics. Understanding customer data enables CX to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
- Presentation skills – Strong presentation skills with the ability to effectively communicate complex ideas to both leadership and non-leadership audiences.
- Leadership abilities – Self-starter committed to helping drive customer-centric initiatives and influencing positive change within the organization.
- Customer Experience / Industry knowledge - Proven experience in customer experience management, preferably in a technical or data center environment.
- Analytical skills - Part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey.
- Customer service skills - Experienced in placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy.
- Problem-solving skills - Identify and address customer issues, resolve conflicts, and find creative solutions to pain points.
- Adaptability - Proactively respond to evolving customer needs, industry trends, and shifting business dynamics.
- Emotional intelligence – A high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed.
- Technical Knowledge – Knowledge of data center operations, including uptime, cooling systems, security protocols, and disaster recovery, and a basic understanding of data center solutions, including server hosting, cloud solutions, networking, and IT infrastructure.
Core Goals & Role Objective
- CX managers need to have strong problem-solving, leadership, and adaptability skills. They also need to be data-driven and have a customer-centric mindset.
- Developing strategies - Develop and execute strategies that enhance the customer experience, focusing on retention, satisfaction, and loyalty.
- Analyzing customer data - Use customer feedback, surveys, and data to understand customer needs, pain points, and expectations.
- Collaborating with cross-functional teams - Work cross-functionally with sales, technical, and operations teams to ensure customer needs and expectations are met consistently, and participate in strategic meetings with leadership and process owners to align regional strategies with broader
- Building a culture of continual improvement - Identify customer pain points and work closely with process owners to develop action plans for troubleshooting and mitigating them.
- Measuring customer satisfaction - Track and report on key customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (OSAT), and Ease of Doing Business (EoDB), using data and insights to make strategic recommendations for improving the customer experience.
- Leading and training a team - Train customer-facing teams on best practices and customer experience standards.
- Reporting - Provide regular reports to senior management on customer satisfaction metrics, regional trends, and opportunities for improvement.
A Bit About Us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
A Bit About Our Team
The Global Customer Experience (CX) function oversees the organizations Voice of the Customer (VoC) program, monitoring and optimizing each touchpoint a customer has with Digital Realty, focusing on understanding customer needs, feedback, and preferences to enhance overall satisfaction and brand loyalty. The goal of CX is to ensure a positive and seamless experience throughout the customer journey, from initial interactions to service delivery and operational experiences, renewals and expansions.
What We Can Offer You
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.
