Customer Experience and Sales Productivity Manager
What's the role?
To improve sales force productivity and customer experiences in Hilti Northern Europe by project managing, driving and taking direct personal action on three key activities: operational effectiveness projects, customer experience insight-to-impact projects and customer data projects.
Who is Hilti?
Unless you work in construction, you probably haven't heard of us. We're a hidden gem.
We provide leading-edge tools, technologies, software and services for the professional construction sector. Our customers are loyal and enthusiastic about us. So are our people.
We regularly win Great Place to Work awards globally and have been on the Times Top 100 Best Companies to Work For list in the UK for the past 13 years – we are proud to have been voted #35 in 2019.
Hilti offers the best of both worlds – friendly teams locally and roles across the UK combined with the opportunities only a company of 30,000 people spread across 120 countries can bring.
What does the role involve?
Proactively identify, propose and gain stakeholder approval to implement ‘business-case’ based opportunities to improve sales productivity and customer experience. You will translate raw customer, competitor, market, sales productivity data as necessary into meaningful insights that guide business decisions to improve sales productivity and customer experiences, whilst acting as a business partner to a variety of cross-functional stakeholders as required to provide data-driven analysis and insights to guide decision making to improve sales productivity and customer experiences.
You will be the ‘voice of the customer’ and ‘voice of the business’ for Hilti Northern Europe, including implementing and driving research to collect feedback across the region such as customer surveys. Working in an agile, proactive manner to support the goals and projects of the Northern Europe Strategic Marketing team by interfacing with a wide-range of stakeholders across the business; partnering with others to improve sales productivity and customer experience.
What do we offer?
We really value our people and we've worked hard to develop a competitive reward package that reflects this. Some of the benefits we offer include:
*Genuine career advancement (more than 80% of all leadership roles are filled internally)
*Competitive salary and above-average performance bonus
*6% employer pension contributions
*Private Health Insurance and Employee Assistance Programme
*33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
*Paid leave to work on charitable projects
*Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
*Flexible working arrangements after 6 months' service (e.g. work from home options, compressed hours)
*Subsidised on-site canteen and free fruit and salad
*Free parking and excellent public transport links
Why should you apply?
We have an excellent mix of people and success at Hilti is down to teamwork and ability, no matter what your background.
What you need is:
- Strong project management and stakeholder engagement skills
- Proven ability to drive strategic projects from design to operational implementation.
- Strong data-driven problem solving, analytical and insight generation skills
- Strong basic IT skills including MS Office suite (Excel, PowerPoint)
- Agile and proactive work ethic with strong evidence of achieving impact under pressure
- Strong ability to manage high-level cross-functional stakeholders and facilitate meaningful discussions based on data-driven analysis to guide decision making and inspire others to action
- Educated to at least Degree Level
“There’s a real family spirit and you can literally knock on any director’s door at any time. Also your line manager will work very hard to help you develop your skills, both professionally and personally.”