Customer Satisfaction Manager

EssilorLuxottica, a fully integrated player, is a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses.

The company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With a worldwide presence across all stages of the value chain, EssilorLuxottica has over 180,000 employees committed to providing vision care and eyewear products that meet the individual needs and aspirations of each consumer. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products that have been rigorously tested to meet internationally recognized standards, from the simplest pair of glasses to the most sophisticated custom-made lenses and branded eyewear.

By investing heavily in R&D for cutting edge lens and frame technology, as well as reimagining the design, form and function of eyewear, EssilorLuxottica constantly sets new industry standards for vision care and eyewear and the consumer experience around it. Beyond the products we make, our company and our people are deeply committed to elevating the importance of vision as both a basic human right and a key lever for global development.

For more information, please visit www.essilorluxottica.com

Position :  Customer Satisfaction Manager

Department : APAC Rx Quality

Working Location: Latkrabang ,  Bangkok

The position   is responsible for the implementation of programs geared towards customer connectedness through Customer Satisfaction Surveys and action plans. He/she collaborates closely with various business and functional teams in APAC;  an individual contributor; with strong linkage to the Global Quality Customer Satisfaction team.

Responsibilities:

• Champion the voice of the customer: Represent customer needs across 10 countries in the APAC. Manages the implementation of customer satisfaction surveys and analysis of results
• Create and lead the APAC customer satisfaction roadmap
• Identify key customer expectations and challenges, and communicate actionable insights to country leadership teams
• Collaborate with the business entities in building and implementing impactful action plans based on customer satisfaction survey results.
• Set objectives for Market Quality Metrics on significant customer feedbacks and returns  
• Mobilize teams for action planning based on top customer issues and customer satisfaction survey results
• Lead the timely resolution of customer feedbacks and issues by working closely with functional teams  
• Initiate and maintain connection with customers on Market Quality topics
• Lead focus and action planning to reduce customer returns
• Create and deploy applicable documents and implement standardization of procedures and approach as well customer care management (process of returns and escalation of issues)

Requirement:

• Bachelor degree in an engineering or science discipline
• Minimum of 5 years’ experience in a manufacturing facility with a demonstration of strong business and customer interactions
• With excellent leadership skills; comfortable with transversal management and capable of driving and leading a community of Customer Satisfaction leaders in APAC region
•  Intellectually sharp, capable and can conceptualize systems and solutions. Pursues improvement projects with energy, drive and a need to finish
• Proficient in Microsoft Office applications (e.g., Word, PowerPoint, Excel, and Access)
• Excellent communication and presentation skills: verbal and written on English language; utilizing tools to address opportunities for improvement and experience in providing reports to a variety of audiences.