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General Manager, Customer Experience

Published date more than one year ago
Posted: more than one year ago
Company Wärtsilä
Company: Wärtsilä
End date April 19, 2021
Due date: April 19, 2021
Location Helsinki
Location: Helsinki

Wärtsilä is leading the transition towards a 100% renewable energy future. We Wärtsilians help our customers unlock the value of energy transition by optimizing their energy systems and future-proofing their assets. Did you know Wärtsilä has delivered 73 GW of power plant capacity in 180 countries around the world, including 80 energy storage systems?

In this era of innovation and fast changing world of energy, we are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies with smart technology - together. Want to join the ride?

Energy Business Global Sales Management is part of the Strategy and Business development function and has the ownership and responsibility leading global account management and strategic partnerships, drives development and management of customer experience and sales competences, provides technical sales support as well as has the ownership of Energy Business sales process, tools and way of working. 

To foster customer centric culture in Energy Business, we are looking for General Manager, Customer Experience.

In this role you will be working in close co-operation with all Areas and Business Units. You will report to Director, Global Sales Management.

Preferred location for the position is Helsinki, Finland, but other Wärtsilä locations are also possible.

We offer the opportunity to
•    work with various stakeholders across the whole organisation to support Energy Business in its journey towards 100% renewable energy future
•    lead our internal transformation towards customer centric organisation
•    grow your own expertise and competences of the Energy Business and energy industry.

We expect you to be an experienced, driven and results oriented leader. You will have ownership of the customer experience management and customer touchpoints in Energy business and drive development and management of customer feedback gathering and related development actions.

Your main responsibilities are:
•    to be the main driver in building customer centric corporate culture in Wärtsilä Energy so that we are considered to be the best business partner in the market.
•    to lead the development of customer experience to establish multilevel connections with our customers so that we profoundly understand their needs
•    to measure and develop customer experience and satisfaction, including customer journey creation
•    to manage and improve our customer feedback collection, analysis and reporting
•    to integrate customer feedback as part of the annual planning and to lead development actions derived from customer feedback
•    to be the role model how we lead with data
•    to teach others how to analyse the feedback and share the findings within the organisation
•    to create a process for follow-up

Your success will be measured by:
•    Customer Experience and Satisfaction
•    Employee Satisfaction & Engagement
•    Our attractiveness as a partner
•    Internal survey to get feedback from our people: are we starting with the customer in mind?
•    Profitability in terms of risks

An ideal candidate:
•    has proven track record of mapping strategic customer needs and systematically gathering customer feedback in industrial environment
•    has solid experience of driving big business or culture transformation projects in a global corporate set up
•    has experience of creating value out of customer data and turning customer feedback into concrete actions in annual planning
•    has strong customer focus and service mind-set
•    has broad business perspective and strong commercial and financial understanding
•    is strategic thinker: able to see big picture and plan for the future
•    builds bridges and creates connections and navigates well in a global matrix organisation
•    communicates, cooperates and influences
•    is able to guide own team to work in a complex environment and with Wärtsilä purpose in mind. 
•    has strong drive for performance with positive attitude and ability to inspire others. 
•    has relevant education, such as B.Sc. or M.Sc. in Engineering / Economics /Business or similar

In addition, an ideal candidate:
•    drives Wärtsilä Purpose and demonstrates Wärtsilä values
•    is a recognised and respected leader with great ability to build high performing teams based on trust.
•    is able to create clarity on direction and vision
•    inspires people to take action towards the future goals
•    has a business and goal-oriented mind-set
•    drives results with excellent planning and execution skills
•    is able to apply service design principles and methods in own work and/or guide others in it  

Please apply latest on April, 19th, 2021. Send us your motivational letter and a salary request together with your CV highlighting your experience in customer experience management and in driving big transformation projects.

For more information about the position, please contact 
Susanna Siira 
Director, Global Sales management 
by +358 400 606 082 or susanna.siira@wartsila.com. 
Available for request on: 
Tue 6 Apr between 15-17 EET; 
Thu 8 Apr between 8-10 EET 
Wed 14 Apr between 14-15 EET.



Last application date: 19/04/2021
 

All new Wärtsilä employees in Finland will attend occupational health check, including the drug test/screening. The legislation of the country followed when person is located outside of Finland..

This is Wärtsilä

Wärtsilä Energy leads the transition towards a 100% renewable energy future. We help our customers unlock the value of the energy transition by optimising their energy systems and future-proofing their assets. Our offering comprises flexible power plants, energy management systems, and storage, as well as lifecycle services that ensure increased efficiency and guaranteed performance. Wärtsilä has delivered 73 GW of power plant capacity in 180 countries around the world.
www.wartsila.com/energy

Wärtsilä is a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets. By emphasising sustainable innovation, total efficiency and data analytics, Wärtsilä maximises the environmental and economic performance of the vessels and power plants of its customers. In 2020, Wärtsilä’s net sales totalled EUR 4.6 billion with approximately 18,000 employees. The company has operations in over 200 locations in more than 70 countries around the world. Wärtsilä is listed on Nasdaq Helsinki. Find out more at www.wartsila.com