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Customer Experience LAPAM

Job ID
45244
Date
Job Family
  • Marketing
Type of contract
  • Permanent
, Permanent

Why work for Manitou Group? 

 

Manitou is purposefully committed to you, its people. Based on a “One United Team” focus, we internationally cultivate our purpose-driven and agile work environment. As an equal opportunity employer, we cultivate, build and elevate our more than 6000 employees and their diversity across more than 30 countries we operate in. There are 6 main plants with locations  in France, the USA, India, Italy and more than 30 subsidiaries all around the world.

 

Are you  looking for a new opportunity? Join us to be part of our continuous success.

 

 

VISION AND KEY STAKES:

 

LAPAM (Latin America, Asia Pacific & Middle East – Africa) region within Manitou Group aims at improving working conditions, safety and performance across the whole region, while protecting people and their environment.

 

The purpose of this position is championing a superior customer experience across the region, focusing on driving loyalty, value, and simplicity throughout the entire customer lifecycle, by Orchestrating integrated marketing strategies, Fostering strong customer relationships and Continuously enhancing the capability and performance of the dealer network. The ultimate goal of this position is to secure a sustainable competitive advantage and drive profitable growth for the company.

 

 

DUTIES AND RESPONSIBILITIES:

 

  • Voice of the Customer (VoC) & Strategy
    • Champion the Customer: Act as the primary internal champion for the customer, synthesizing and communicating feedback across all global departments to address challenges, break-down silos and improve overall experience.
    • Insight Generation & Escalation: Systematically collect, analyze, and consolidate customer needs, challenges, and preferences from different markets in the region.
    • Drive Internal Change: Channel structured, data-driven insights to corporate teams (Product, Services, Innovation) to guide strategic decisions and address root-cause issues.
    • Cultivate Culture: Foster a deeply customer-centric culture where all business decisions are rooted in a clear understanding of market and customer needs.
    • Strategic Recommendations and Influence: delivering evidence-based recommendations for R&D investment prioritisation, defining needs of the region in terms of products & services, refining the Product Roadmap, defining the Marketing and Communications Strategy, and providing Executive and Board-Level Reporting. The customer experience team of the region will take a key and active part in the gates concerning new products & services.

 

  • Commercial Marketing & Go-to-Market Strategy
    • Regional Marketing Strategy: Translate global marketing strategies into impactful regional commercial marketing plans, built on a strong foundation of customer knowledge.
    • Campaign Execution & Management: Design and execute integrated campaigns to drive demand, manage the regional marketing budget, and ensure strict brand consistency and monitoring trade show presence to generate leads and stimulate sales for the dealer network.
    • Dealer Marketing Support & Enablement: equipping the dealer network with a centralised library of branded assets, digital toolkits, and training, while also managing the Co-op Marketing Program to facilitate high-quality local campaigns.
    • Loyalty & Advocacy: Develop and implement strategies and initiatives to build and measure brand loyalty and advocacy among both customers and dealers.
    • Performance Measurement and Analysis:  tracking the effectiveness and ROI of all marketing initiatives, developing and implementing CRM strategies to effectively manage customer databases and personalize customer interactions across all touchpoints. And establishing a feedback loop for continuous improvement of tools and campaigns.
    • Drive focus to achieve market visibility and sales enablement that drives lead generation and optimal cost to market.

 

  • Customer Journey Optimization & Dealer Network Development
    • Journey Mapping & Standardization: Define, map, standardize, and continuously monitor the end-to-end customer journey to ensure simplicity and consistency across all touchpoints.
    • Dealer Development: Design and implement comprehensive dealer development programs to enhance network capabilities in sales, marketing, service, and operational efficiency.
    • Network Performance Management: Actively drive the performance and empowerment of the independent dealer network through clear standards, performance reviews, support, and best-practice sharing.
    • Customer Engagement: Define, standardize, and monitor the end-to-end customer journey, enhance the customer relationship by organizing and facilitating high-value customer visits to Manitou facilities, ensuring a superior experience.
    • Operational Excellence: Lead initiatives aimed at making the company the “easiest OEM to do business with,” securing a seamless experience that drives retention.

 

  • Lead  and develop an international team, fostering a culture of high performance, continuous improvement, and professional growth

 

EXPERIENCE & COMPETENCIES :

 

  • A Bachelor’s or Master’s degree in Marketing, Business Administration, or a related field.
  • Minimum 10-12 years of progressive experience in a senior leadership role within Customer Experience (CX), sales management, B2B marketing or a related field.
  • Industry Context: Significant experience working within a B2B environment, preferably in manufacturing, automotive, heavy equipment, or a similar industry reliant on an independent dealer/distributor network.
  • Network/Channel Management: Direct experience in creating and implementing dealer/channel development programs, including training, performance management, and standardization.
  • Strategic & Analytical Competencies : Strategic thinking to have a tangible, multi-year regional CX and marketing roadmap,
  • Leadership & Influence Competencies: Cross-functional influence (silo-busting) while acting as the central ‘champion’ for the customer, managing the delicate relationship with a dealer network.

 

  • Main leadership competencies : 
    • VISION : Global Perspective – Taking a broad view when approaching issues, using a global lens.
    • VISION : Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.
    • VISION : Business Acumen – Have deep knowledge of company stakes and the industry trends
    • DELIVER : Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
    • CARING : Engages and Inspires – Creating a climate in which people are motivated to do their best to help the organization achieve its objectives.
    • ADAPTATBLE : Persuades – Using compelling arguments to gain the support and commitment of others.
    • ADAPTATBLE : Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
    • COLLABORATIVE : Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.

 

LOCALISATION AND TRAVEL EXPECTED:

 

  • This position is located in LAPAM region (India)
  • Travel up to 70-80%

 

 

What is MANITOU Group?

 

To learn more about Manitou Group, click here

 

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  • France - Ancenis
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      Privacy Policy

      Information note on data confidentiality in the context of recruitment

      In accordance with Regulation (EU) 2016/679 on the protection of personal data, which came into force in the European Union on May 25, 2018, and the French Data Protection Act of January 6, 1978, amended accordingly, Manitou Group, made up of Manitou BF and its subsidiaries, is committed to protecting the rights of individuals.

      Protecting your privacy and your personal data is a priority for Manitou Group, and we attach particular importance to this in all our processes. The purpose of this information notice is to inform you about how your personal data is processed during the recruitment process, and about your rights in this respect.

      Who are the Data Controllers of your personal information?

      Our recruitment site allows you to consult job offers from Manitou Group's various companies and subsidiaries. MANITOU BF and its subsidiaries may process, as Data Controller and under its own responsibility, or jointly, where appropriate by Manitou BF, the data collected once you have submitted your application.

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        The Manitou Group's Data Center is based in France. For some of the services we offer (particularly those accessible via the web), we use specialist partners (considered as subcontractors) who may host data outside France and the European Union. For example, we use partners such as IT service providers, social network providers and marketing agencies.

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        Your personal data is kept for as long as is necessary for the fulfilment of the purposes, in accordance with legal or regulatory obligations and internal procedures.

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        In the French companies of Manitou Group, personal data is archived for a maximum of five years after the last use of your candidate account.

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        If you are not satisfied with the answers provided, you have the right to lodge a complaint with a personal data supervisory authority about the processing of your personal data.

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