Working at Freudenberg: We will wow your world!
Responsibilities:- Lead and Manage Customer Experience Team: Provide strong leadership and direction to the Customer Experience Team. Ensure the team is motivated, engaged, and aligned with company goals. Conduct critical conversations to address performance issues and provide constructive feedback. Monitor and track team members' performance, setting clear objectives and expectations.
- Identify and Implement Process Improvements: Analyse current customer experience processes to identify inefficiencies and areas for improvement. Develop and execute strategies to enhance customer satisfaction and operational efficiency.
- Drive Customer Success and Proactive Engagement: Establish a proactive customer engagement model that anticipates customer needs, supports onboarding and adoption, improves responsiveness, and strengthens long-term customer relationships. Ensure the team identifies opportunities to improve the customer journey and creates follow-up actions that support customer satisfaction and loyalty.
- Support Revenue Retention and Risk Mitigation: Partner with Sales and Sales Operations to identify customer retention risks, service-related dissatisfaction, recurring order issues, contract concerns, and potential churn indicators. Coordinate corrective actions, escalate material risks, and support account retention strategies through timely service recovery and clear internal ownership.
- Improve Customer Lifetime Value Through Service Excellence: Use customer feedback, service trends, CRM activity, order behavior, and issue patterns to identify opportunities to improve account health and deepen customer value. Recommend actions that improve repeat business, reduce friction, and support sustainable revenue retention.
- Monitor Performance Metrics: Develop, track, and report on key performance indicators (KPIs) to measure the success of customer experience initiatives. Use data to drive decisions and demonstrate improvements.
- Bachelor's degree in Business, Management, or a related field.
- 3-5 years of experience in a customer success or customer experience management
- Strong background in process improvement and project management.
- Experience with digitalization and automation tools and initiatives.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Ability to travel as needed within the region and internationally.
The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.
Klüber Lubrication NA LPSkills Required
- Bachelor's degree in Business, Management, or a related field.
- 3-5 years of experience in customer success or customer experience management.
- Strong background in process improvement and project management.
- Experience with digitalization and automation tools and initiatives.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Ability to travel as needed within the region and internationally.
Freudenberg Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Freudenberg Group and has not been reviewed or approved by Freudenberg Group.
-
Healthcare Strength — Healthcare is considered strong at many U.S. sites, with low‑cost options, HSA contributions, and on‑site clinics in some locations.
-
Retirement Support — A 401(k) with company match is standard across U.S. entities, though exact match mechanics differ by business group and year.
-
Leave & Time Off Breadth — Paid time off is often described as good, with some locations offering generous holiday schedules.
Freudenberg Group Insights
What We Do
Freudenberg is a global technology group that strengthens its customers and society long-term through forward-looking innovations. Together with its partners, customers and research institutions, the Freudenberg Group develops leading-edge technologies and excellent products and services for about 40 markets and for thousands of applications: seals, vibration control components, technical textiles, filters, specialty chemicals, medical products and the most modern cleaning products. Strength of innovation, strong customer orientation, diversity, and team spirit are the cornerstones of the Group. The 170-year-old company holds strong to its core values: a commitment to excellence, reliability and pro-active, responsible action. In 2022, the Freudenberg Group employed more than 51,000 people in some 60 countries worldwide and generated sales of more than €11.7 billion. Learn more about us and visit our digital home at freudenberg.com and read the stories that make us Freudenberg. Visit and follow us at www.freudenberg.com https://www.instagram.com/freudenberg.group/ www.youtube.com/FreudenbergGroup www.facebook.com/freudenberggroup *** Netiquette *** We look forward to receiving your comments and posts. On behalf of all users, we ask for constructive contributions, mutual respect, courtesy and tolerance. All contributions will be checked and we reserve the right to delete contributions. This applies in particular to unlawful content, incorrect statements, advertising for third parties, spam or slander. In addition, we reserve the right to remove comments that are otherwise inappropriate or incorrect. Contributions made by external users do not necessarily reflect Freudenberg’s opinion. Please find our data protect information here: https://www.freudenberg.com/fileadmin/downloads/english/2020-11_DataProtectionInformation_SocialMedia_EN.pdf
