Section Manager End Customer Relations

Join Daikin Europe N.V. where we offer you the chance to build a stable and impactful career.

As a Section Manager of End Customer Relations, you’ll become part of the Sales Transformation Division within Daikin Europe. You will support growth and stimulate a shift of mindset into a Customer Centric Daikin, with a focus on Consumer and Light commercial end users. You will spread the Customer Experience strategy and know-how of Voice of Customer (VoC), Voice of Agent and Closing the Loop process. 

In this role, you are responsible for consumer communication, training, learning and development, as well as process analysis. For this, you will set up a full team (planning 2023-2025). You need to be able to connect the customer’s sales funnel to owned and third-party digital and analogue contact channels. 

You have a good and realistic view of end-user profiles, end-user life cycle and the moments that matter and you will use it for a close follow-up and (process) improvements, both digital and analogue.  
 

Main responsibilities

Decisionmaking: you will support decisions by building consensus in line with our CX vision and strategy, related to moments that matter in the end-user lifecycle, and always with the ‘point of arrival’ in mind.
Progress/process monitoring: you know each process within the B2C customer journey and have a complete overview of the activities. You are driven by the VoC and quality improvement proposals. You will intervene and take action where needed and keep both management and your team informed. Together with your stakeholders, you will be able to strengthen our B2C processes and support improvement projects.
Stakeholder-driven: you connect with people internally in headquarters and affiliates, and externally with our third partners. You are aware of the consequence of your decision for other activities out of your own team. You are able to manage expectations and create alignment within and between teams.
Change orientation: your focus is customer centricity. Together with your team and management, you will facilitate change by using VoC results, Closing the Loop process and creating action plans. Your proactive approach and initiatives help us change into a more customer-centric company. 
(People) management: you will set up and create a dynamic, passionate team by coaching, developing, and giving clarity of strategy and goals. You set up short-term and midterm plans for your domain, in which you will describe the activities and projects. You will also manage the available resources (budget, staff).
 

We are looking for someone with...

...a Master's degree with a relevant speciality (e.g. change management, customer experience, retail management). 
...relevant experience, including 3 years spent in a management role.
...a customer-centric mindset, great communication skills and the ability to connect with people.
...a desire to grow and develop further.

Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People. 

We believe our employees are the beating heart of our company and that top-quality solutions are delivered by talented individuals in a good working environment. As a result, we live in a unique environment based on our people-centered approach, where we value each person's uniqueness and where we truly believe in people's unlimited potential.

We believe: Good climate starts with people.