EMEA Customer Experience Manager (Maternity cover)

- 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.

Follow-up/Higher Professional Education

EMEA Customer Experience Manager (Maternity cover - 18 months contract)

- 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.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.