Customer and Partner Experience Lead

• 8 years experience in business/project management, preferably in the IT sector.
• Experience of working across groups and within matrix management
• Experience of change leadership and transformation
• Passion for customers and partners based on business understanding
• Ability to advocate and influence while not owning directly
• Proven Project Management Ability
• Excellent organizational, communication and presentation skills
• Self motivated, ability to work independently
• Ability work with diverse cultures and organizations; International work experience is a plus
• Strong , proven communications abilities both written and verbal
• Very strong influencing skills
• Action Oriented
• Cross-Group Collaboration
• Drive for Results
• Indirect Leadership Skills

Customer Partner Experience Lead is a key member of the Sub-Management team.

He or she will support the GM of Sub and Sub Management Team in driving a “way of life” change to the culture, communications, measurement, and processes to improve the Customer and Partner Experience and build measurable, long-term customer loyalty. The purpose is not to manage all Customer Services & Programs, as many are managed by regional groups like Europeans Operations Centre, but to ensure they are appropriate, effective & measurable locally.

The transformation to a customer-centric culture and business processes will be based on Microsoft Values and Tenets that strive to help customers and partners realize their potential. CPE Lead will support the Sub Management Team in “playing the customer card” in strategic decision-making and operational execution. In addition to leading the transformation of culture, process and measurement to improve the Customer & Partner Experience, the role will ensure the implementation and delivery of world-class customer services and programs.

RESPONSIBILITIES:
• Culture: Values & Tenets
• Implementation of Culture Change Programs, Championing CPE Climate
• Raising Sub Management’s Customer Awareness & Responsiveness
• Internal Marketing of Customer Values & Tenets to all staff and partners
• Listen: Improve/Respond
• Leading and/or Supporting Customer Process Re-engineering Initiatives
• Implementing Effective CPE Measurement & Communication locally
• Serve as a local contact for execution of Global Relationship Study ( GRS)
• Work with CEE and WW to deploy Complaint Management processes
• Monitor escalated Complaints and drive root cause analysis
• Representing Customer Services locally by ensuring Sub Call Center, Account Managers and other services communicate & integrate
• Implementing local CPE Programs across Sub markets as required and not provided as a Worldwide/EMEA/EE Program
• Accountability
• Supporting the GM/HR in setting CPE based BMOs for all managers & staff
• Championing CPE oriented decision-making (via tools and methodologies)

The role is accountable for implementing effective and measurable cultural transformation programs and processes resulting in improved internal customer climate and improved external customer loyalty results. The challenge is to produce a visible and measurable transformation externally and internally.

CPE Lead will be expected to influence and co-drive the following results by change management of the approach and priorities of line management
• Improved customer and partner awareness
• Improved Customer Climate scores in Organizational Health Index
• Improved Customer Satisfaction scores from Global Relationship Study (GRS)
• Improved business processes and customer-centric decision making
• Heightened focus and improve experience for Unmanaged Communities

In addition, the role will be responsible for ensuring that Customer Services and Programs are delivered effectively and consistently across line management functions.

CPE Lead will be accountable for managing across the respective functions and for ensuring that customers receiving services from and participating in programs from multiple groups receive a consistent quality experience.
OUR OFFER:
• Dynamic and prestigious work environment
• The best tools and technologies at your fingertips
• Smart and motivated team
• Unique chance for personal development
• Competitive remuneration package

For more than 20 years, Microsoft has been operating in Europe, the Middle East and Africa (EMEA), enabling people and businesses throughout the region to realize their potential. The company's 13,000 regional employees engage in a wide range of functions including research, product development and distribution, sales and marketing, customer service and support, and partner support.

Microsoft Services is empowered to provide end-to-end consulting, support and customer services that enable the rapid adoption, deployment and productive use of Microsoft products and technologies. Together with our partners, we develop and integrate the best knowledge and know-how in the industry with Microsoft products and technologies to solve customer problems.

Please apply online for this position to: www.microsoft.com/emea/careers