Position Summary
We're seeking a Customer Experience Manager to lead and transform the end-to-end customer experience strategy across Trojan Technologies' Industrial and Residential business segments. In this role, you'll design and implement scalable CX programs that drive measurable improvements in customer satisfaction, retention, and loyalty across two distinct market segments. This is an opportunity to own a high-impact function at the intersection of strategy and execution, building a best-in-class customer experience practice within a purpose-driven, global organization.
You'll work closely with Sales, Product Management, Operations, and Service teams to align customer journey strategies with business outcomes and eliminate friction at every touchpoint. Success in this role means achieving measurable improvement in Net Promoter Score (NPS) and customer satisfaction metrics within 12–18 months, while establishing repeatable, scalable processes across the Industrial and Residential portfolios.
Detailed Role Responsibilities
In this role, you will:
Understand, identify, and translate customer pain points into measurable KPIs, actionable improvement plans, and strategic initiatives, by partnering with Customer Service and Field Service teams and ensuring the teams are appropriately structured, trained, and resources to deliver consistent world-class customer experience across APAC.
Establish and drive service excellence standards across customer service, field service, technical support, and aftermarket operations, ensuring alignment with customer expectations and business objectives.
Develop and implement regional service operating rhythms and performance reviews, ensuring customer experience KPIs are regularly monitored, reviewed, and acted upon across all functions impacting the customer journey.
Build and manage a Voice of Customer (VOC) program that captures actionable insights across customer segments, channels, and touchpoints to inform continuous improvement.
Drive cross-functional alignment by partnering with Sales, Service, Product Management, and Operations to resolve systemic pain points and improve journey performance.
Champion a customer-centric culture by coaching internal teams on CX best practices and embedding customer feedback loops into day-to-day decision-making.
Manage escalations and complex customer issues by establishing clear resolution frameworks that reduce time-to-resolution and improve customer outcomes.
The Customer Experience Manager will have direct ownership and accountability for the following customer experience and responsiveness metrics:
Commercial quotation response time
Customer inquiry response time
Order acknowledgement cycle time
Product delivery performance (On-Time-In-Full)
Service response & resolution time
Spare parts order fulfillment lead time
Spare parts on-time delivery
Customer complaint closure cycle time
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Desired Behaviors and Qualifications
Veralto Core Behaviors
Apply Insights – Listen to stakeholders, apply critical thinking, and cultivate breakthrough operational results.
Instill Trust – Act with integrity, transparency, and accountability.
Deliver Results – Translate strategy into execution, champion continuous improvement, and drive sustainable outcomes.
Win as a Team – Promote collaboration, empower diverse perspectives, and foster inclusion and well‑being.
Role Specific Behaviors
Consistently listens to and interprets the voice of industrial and residential customers, translating feedback, data, and behavioral signals into concrete improvements.
Demonstrates humility and self-awareness; understands personal strengths and weaknesses and is aware of their impact on others. Shares difficult customer data openly with leadership and peers.
Creates an environment that empowers diverse perspectives, builds knowledge and skills, and cultivates inclusion, belonging, and well-being
Approaches every process,…