Customer Experience Manager

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Inkjet Solutions, a division of the Agfa-Gevaert Group, specializes in innovative inkjet printing technologies for a wide range of industries, including commercial printing, packaging, textiles, and industrial applications. The company offers high-quality digital printing systems, including hardware, ink, printheads, and software, designed to deliver precise, vibrant results across various materials. Agfa emphasizes sustainability with eco-friendly ink formulations and efficient, cost-effective solutions. With a strong focus on research and development, Agfa Inkjet Solutions continues to lead in advancing printing technology, providing businesses globally with cutting-edge, environmentally conscious printing systems.

The Customer Experience Manager (CXM) is responsible for designing and executing strategies that enhance the customer journey across all touchpoints, ensuring every interaction with the brand is positive, seamless, and aligned with the company’s values. Acting as the voice of the customer within the organization, the CXM drives initiatives that improve satisfaction, loyalty, and retention.

In addition to strategic oversight, the CXM leads the planning, coordination, and execution of large format printing equipment installations across multiple regional locations. This includes developing detailed project plans, managing resources and budgets, and collaborating cross-functionally to ensure successful delivery. The role demands strong leadership, technical proficiency, and a commitment to quality and continuous improvement.

Location:

• Remote – United States

What You'll Do:

Project Planning and Coordination:

• Develop comprehensive project plans, including timelines, resource allocation, and budgets for the installation of large format printing equipment.
• Coordinate with internal teams, clients, and external vendors to ensure all project requirements are met.
• Manage project scope, goals, and deliverables to align with organizational objectives and client expectations.
• Oversee the installation process of large format printing equipment at various client sites nationwide.
• Ensure installations are completed on time, within budget, and according to technical specifications and quality standards.
• Conduct site assessments to identify potential challenges and develop mitigation strategies.

Experience Strategist:

• Design and implement strategies to improve the customer journey across all touchpoints
• Interpret customer feedback, behavior, and satisfaction metrics to identify trends and areas for improvement
• Map and optimize the customer journey, identifying pain points and opportunities
• Establish and track CX metrics

Client Relationship Management:

• Lead initiatives to improve customer retention and loyalty
• Collaborate with product and service teams to ensure customer feedback informs development
• Manage escalation processes and ensure timely resolution of complex customer issues

Technical Expertise:

• Maintain a thorough understanding of large format printing equipment, including installation requirements and technical specifications.
• Collaborate with the technical support team to ensure seamless integration and functionality of installed equipment.
• Stay updated on industry trends and best practices in customer experience management

Quality Assurance and Compliance:

• Implement and enforce quality assurance standards and procedures to ensure high-quality installations.
• Ensure compliance with all relevant safety regulations and industry standards.
• Conduct inspections and audits to verify the quality and integrity of installations.

Reporting and Documentation:

• Maintain detailed project documentation, including installation records, progress reports, and client communications.
• Prepare and submit regular project status reports to the head of service and other stakeholders.
• Track project metrics and performance indicators to identify areas for improvement and optimize future installations.
• Report on CX performance to senior leadership and recommend improvements

Who You Are:

• Bachelor degree in a related field would be a asset.
• Strong Communication skills both written and verbal
• Problem Analysis & Judgment
• Self-awareness and self-motivating
• Knowledge of the Graphics, Inkjet, Printing/Publishing Market an asset
• Strong customer service & support principals

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.