Customer Satisfaction Manager - Key Accounts

EssilorLuxottica

Sioux City, IA

Full Time

Senior

14 days ago

Job Description

About the Role

The Customer Satisfaction Manager - Key Accounts at EssilorLuxottica is responsible for driving exceptional customer experiences by overseeing data analysis, quality management, turnaround time management, and continuous improvement initiatives. Reporting directly to the GM and dotted line to the centralized strategy team, this role involves leading a small team to implement strategies that increase customer satisfaction and reduce churn within a global leader in ophthalmic lenses, frames, and sunglasses.

Key Responsibilities

Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans
Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
Prioritize customer experience initiatives and work with cross-functional teams to perform root cause assessments on quality and service-related issues inside the lab
Drive improvements based on data insights and customer feedback
Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab
Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans
Support training programs and operational initiatives to address quality gaps and elevate customer experience
Set targets for customer issue resolution times and monitor performance against those goals
Use customer feedback and data insights to ensure end-to-end turnaround time management

Requirements

Experience in data analysis, reporting, and quality management related to customer experience
Ability to analyze customer feedback data and develop actionable insights
Strong understanding of quality audit processes and quality improvement strategies
Experience leading a team and implementing customer satisfaction initiatives
Excellent communication and cross-functional collaboration skills
Ability to monitor KPIs and set performance targets
Knowledge of customer service standards and turnaround time management

Nice to Have

Experience in the eyewear or optical industry
Familiarity with customer experience dashboards and reporting tools
Background in operational improvement or process optimization

Qualifications

No specific formal qualifications are explicitly mentioned in the description

Benefits & Perks

Total Rewards: Benefits/Incentive Information

Working at EssilorLuxottica

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The company emphasizes operational excellence, innovation, and a dynamic environment that encourages pioneering new solutions. It values a global community of dedicated employees committed to transforming the eyewear and eye care industry.

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