CNH Industrial

Customer Experience Project Manager – New Holland Brand

Location US-PA-New Holland | US-WI-Racine | US-IA-Ames
ID
2022-20286
Category
Marketing
Position Type
Full-time

Overview

CNH Industrial is a world-class equipment and services company. Driven by its purpose of Breaking New Ground, which centers on Innovation, Sustainability and Productivity, the Company provides the strategic direction, R&D capabilities, and investments that enable the success of its five core Brands: Case IH, New Holland Agriculture and STEYR, supplying 360° agriculture applications from machines to implements and the digital technologies that enhance them; and CASE and New Holland Construction Equipment delivering a full lineup of construction products that make the industry more productive. Across a history spanning over two centuries, CNH Industrial has always been a pioneer in its sectors and continues to passionately innovate and drive customer efficiency and success, driven by its purpose of Breaking New Ground. As a truly global company, CNH Industrial’s 35,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world.

 

The Customer Experience Project Manager reports to the New Holland North American Commercial Marketing Director. This role will require thought leadership and lean/agile style project management to plan and complete a comprehensive, cohesive strategy that addresses customer difficulties and adds new value to the customer experience. The strategy covers the customer experience beginning with machine consideration through ownership, and it covers each step along the way.

 

The person to fill this role will be expected to be collaborative and work closely with cross-functional external and internal teams, including management, and initiate proactive, streamlined, and consistent communication with internal and external stakeholders to improve customer experience. Project Managers are responsible for working effectively with both agency and internal teams to deliver NPS-improving projects that drive company results following established strategic objectives, timelines and budget goals. Managers should thrive under pressure and be available to travel both nationally and internationally.

Responsibilities

Responsibilities:

  • Analyze and understand customer journey to identify difficulties throughout the pre-sale, sale, and aftersales cycle
  • Work with internal and external stakeholders to develop ideas that will improve, differentiate, and add moments of delight to New Holland customer experience
  • Create a roadmap of initiatives that balances tradeoffs between customer experience requirements, dealer participation, and business constraints
  • Evaluate, select, schedule, and project manage CX initiatives with support of New Holland dealers and internal team members
  • Establish and maintain subject matter expertise on NPS improvement strategies within OEM structure
  • Lead individuals who contribute to CX as secondary assignment but are dedicated to materially improving the New Holland customer journey
  • Manage NPS/customer satisfaction index supplier relationship and take lead in responding directly to customer red alerts
  • Serve as a key contributor to the ongoing development of our martech stack, ensuring that the customer experience is accounted for as decisions are made

Qualifications

Qualifications/Requirements:

  • Bachelor’s degree in business administration, finance, sales administration, marketing, advertising, or a related field
  • At least 5 years of demonstrated customer experience and project management.
  • Passion for customer-centricity, creativity, and data-driven decision-making
  • Experience or certification in lean/agile work style for project management
  • Willingness and availability to travel internationally and nationally
  • Agricultural, construction, or industrial product knowledge, and the willingness to learn latest developments

Compensation & Benefits: We offer competitive compensation with multiple benefit (medical/dental/vision) options to meet your individual needs. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include: paid parental leave, life insurance, volunteer time off and much more!

The salary offered for this position will most likely fall between $90,000 and $137,000 annually. (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

EEO

US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal "EEO is the Law" poster and its supplement here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here.

 

If you need reasonable accommodation with the application process, please call 1-800-889-4422 option 1 and then option 5, or contact us at narecruitingmailbox@cnhind.com.

 

Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.

 

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.

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