Customer Experience Manager

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
 

The Customer Experience Manager will lead the Customer Service and Order Management team, inspiring and developing a high performing group dedicated to delivering exceptional customer experiences. This role is responsible for coaching and mentoring the team, establishing best in class customer service processes, and driving initiatives that build customer loyalty and satisfaction.

As a key leader, you will set and measure customer satisfaction goals, implement continuous improvement initiatives, and champion a customer centric culture across the organization. Success in this role requires outstanding written and verbal communication skills, along with proven leadership, influence, and the ability to build strong relationships both within the team and across the business.

DUTIES & RESPONSIBILITIES:

• Build and lead a high performing team by recruiting, motivating, coaching, training, and developing employees in a hybrid on site/remote order management and call center environment. Drive continuous improvement and innovation in customer service.
• Collaborate closely with sales associates, wholesalers, retailers, and internal partners on production and shipping timelines, product availability, warranty inquiries, and return authorizations.
• Demonstrate strong diplomacy, tact, and service orientation when resolving escalated customer issues, including effectively managing complaints and implementing preventative actions.
• Serve as escalation point and operational backup, with deep hands on expertise in SAP order management and shipping processes.
• Coordinate demand planning activities with sales and demand planning teams.
• Develop and manage training programs aligned with company and departmental standards.
• Effectively prioritize multiple tasks under tight deadlines, build strong relationships across diverse internal and external stakeholders—from technical teams to senior leadership—and partner with Sales and After Sales Service to deliver end to end customer service.
• Perform additional responsibilities as assigned by the Director of Supply Chain & Logistics.

TECHNICAL EXPERTISE:
The following is a brief description of the technical skills and experience required:
•    Proven call center experience delivering customer service and order management 
•    Strong analytical skills with exceptional attention to detail 
•    Excellent written and verbal communication abilities 
•    Effective problem-solving and organizational skills 
•    Ability to manage crisis situations and clearly set daily customer expectations

REPORTING TO:  Supply Chain & Customer Service Manager

SUBORDINATES:  Customer Service Specialists 

QUALIFICATIONS & EXPERIENCE:

• The ideal candidate will possess the following qualifications and experience.
• A Bachelor’s degree in Business Management or an equivalent business-related certification, combined with 3 to 5 years of management experience.
• A minimum of five (5) years of experience managing a customer service team in a call center environment within a manufacturing organization.
• Strong computer proficiency, including advanced skills in Excel, PowerPoint, and Word.
• Experience working with ERP systems; SAP experience is considered an asset.
• Proven ability to lead, coach, and develop associates using call center metrics and call coaching best practices.
• Demonstrated ability to prioritize workload and manage multiple tasks and deadlines with minimal supervision in a fast-paced environment.
• Comfortable working with AI-enabled tools and automation platforms, including Esker.

Location: On-SIte

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.