Customer Experience Manager
Hybrid
Full Time
#Marketing
#Storage
#Customer Experience
#Customer Journey Mapping
#Customer Feedback Analysis
#Advisory
#Communication Skills
#Digital
#MS Office
#Salesforce
#HubSpot
#Adobe Creative Cloud
Fluence is a global leader in the energy sector, dedicated to transforming how the world is powered through intelligent energy storage and optimization software for renewables. With gigawatts of successful implementations across nearly 50 markets, we are committed to creating a more resilient grid and a sustainable future. Our culture is defined by our agility, responsibility, and a passion for innovation, and we are currently looking for a Customer Experience Manager to join our team in the United Kingdom on a full-time, hybrid basis.
Key outcomes
- Drive our regional customer experience strategy by acting as a dedicated champion for the voice of the customer.
- Enhance our account management framework through detailed customer journey mapping and the development of clear customer personas.
- Implement regional listening strategies, such as interviews and surveys, to gather feedback and translate those insights into tangible improvements.
- Lead the Regional Customer Advisory Board program, including content creation and the facilitation of meetings to track key action items.
- Collaborate with global stakeholders to apply human-centered design strategies that prioritize and optimize the customer experience.
- Partner with our delivery and services teams to establish long-term educational and training programs for our clients.
- Manage regional customer milestone events and assist in the development of customer-centric communication training.
- Support the global team in measuring CX success by generating regional reports on key performance metrics.
Requirements
- At least 3 to 5 years of professional experience in customer experience management, customer advocacy, or customer success.
- A bachelor’s degree in business, marketing, engineering, or a related field.
- Demonstrated ability to collect and analyze customer feedback to drive meaningful business actions.
- Strong proficiency in customer journey mapping and persona development.
- Excellent interpersonal, presentation, and communication skills.
- High digital literacy, including proficiency in MS Office and familiarity with tools such as Salesforce, HubSpot, SharePoint, and Adobe Creative Cloud.
- Fluency in English, with the ability to travel internationally when required.
- A growth mindset with the organizational skills to manage multiple priorities in a fast-paced environment.
Preferred qualifications
- An MBA or a similar master’s degree.
- Previous experience managing Customer Advisory Boards.
- A background working within a B2B environment.
- Proficiency in German or other European languages.
Compensation
We offer a hybrid work arrangement to support flexibility and balance for our team members.
How to apply
If you are passionate about renewable energy and dedicated to delivering exceptional customer experiences, we invite you to apply for this position. We look forward to reviewing your application and learning more about how your skills can contribute to our mission.
