EMEA Customer Experience Manager (Maternity Cover) **General Information** Req # WD00077350 Career area: Customer Experience Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Tuesday, January 14, 2025 Working time: Full-time **Additional Locations** : * Slovakia **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** We are looking for an experienced professional for the role of **EMEA Customer Experience Manager** . Are you a team player, are you enthusiastic about innovation and change? Join our team where you will collaborate with our service teams to participate and lead CX related projects. **T** **hese are your detailed responsibilities:** + In this new role you will be responsible for collecting customer feedback through the After Service Event survey and providing essential customer feedback to the EMEA Service teams. + You will define and analyze customer feedback through Customer Experience KPIs (Overall satisfaction, Top 3 Box, End-to-end cycle time, Repeated interaction rate, First time resolution etc). + Drive improvements and highlights priorities with the delivery, call centre and service operations teams. + Be involved in WW CX projects and ensure EMEA geo is capable of utilizing available CX tools. + In this role, you also strive to take a proactive approach to understand the client, and appropriate processes, and thus drive the ownership of spotting, reporting and fixing outliers. + This role involves collaboration across Lenovo organization globally, as well as interaction with vendors and business partners across various service towers (Call center, Depot, Authorized warranty service operations) with a main goal to achieve the targets set in the KPI program. **Position Requirements:** + Understand internal processes, navigate other cross-functional teams without direct reporting links. + Demonstrate analytical thinking - good analytical skills, ability to convert numbers to reflect customer insights. + Customer Experience management, Customer facing skills both by phone and e-mail. + PC User skills for mail and database access Spreadsheet and data analysis. + Fluent English (oral and written), Excellent communication skills, Additional language is an advantage. + Organised and methodical person with logical approach in addressing issues. + Good team player, ability to work in small team and a wider global team to meet customer requirements. + Relative experience in the computing industry would be desirable. + Ability to work and deliver within deadlines. **What We Will Offer You:** + A multitude of professional and personal opportunities. + An open and stimulating environment within one of the most forwarding thinking IT companies. + Flat structures and fast decision-making processes. + An international organization with a high focus on all types of Diversity in the team. + 3 sick days per year. + Additional vacation days. + 100% sick leave compensation up to 2 months per year. + A broad selection of soft / hard skills trainings and individual mentoring. + Employer contribution to the Third Pillar Pension System. + Life & life events insurance, fully covered by company. Please note the position is maternity cover for 18 months. Base gross monthly salary starts from 2.500 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings. _We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class._ **Additional Locations** : * Slovakia * Slovakia