Customer Experience Manager

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CAREL

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Brugine, Italy

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MAKE THE DIFFERENCE! THINK CUSTOMER FIRST! EXPERIMENT! CARE! BE OPEN!


Do you want to make a difference? Our goal is to always put customers and people first! Our challenge is to experiment and innovate, being open to change and diversity. These are the pillars of the Carel Culture Code, the basis of our corporate culture and our platform for growth. If you can relate to these values or want to make them your own, join us and find out just how much we can achieve together!


We are world leaders in control solutions for air conditioning, refrigeration and heating, as well as systems for humidification and adiabatic cooling. Our products guarantee high performance, are energy efficient and environmentally sustainable.


Position


We are currently seeking a Customer Experience Manager to join our Commercial Capabilities Development Dept. at CAREL HQs in Brugine (Padova).


Role Goal


The Customer Experience Manager designs, implements, and optimizes the end‑to‑end customer experience (from lead generation to service), acting as the “voice of the customer” and connecting Sales, Marketing, Operations, and Service.

Reports to the Group Head of Commercial Capabilities and Project Business Development.


Main Responsibilities And Activities


  • Design, implement, and continuously improve the end-to-end customer experience, from first contact to after-sales service.
  • Act as the "voice of the customer," connecting Sales, Marketing, Operations, and Service.
  • Map and analyze the customer journey across key B2B touchpoints (technical quotation, order, delivery, installation, service).
  • Identify pain points and develop measurable improvement plans.
  • Create and maintain buyer personas and journey maps for OEMs, installers, distributors, and decision makers.
  • Manage NPS and VoC programs, analyzing data and turning insights into actionable recommendations.
  • Monitor Customer Experience KPIs and propose corrective actions.
  • Partner with Sales and Marketing to optimize lead nurturing, qualification processes, and CRM metrics.
  • Work with Operations to improve order fulfillment and delivery processes.
  • Support the Service team in defining intervention standards and SLAs aligned with customer expectations.
  • Collaborate with Sales Excellence to enhance digital touchpoints (customer portal, configurators, order tracking, ticketing).
  • Promote CRM adoption and ensure customer data quality and completeness.
  • Foster a customer-centric culture through training, workshops, and onboarding of new customer‑facing colleagues.


Requirements


MUST HAVE:

  • Degree in Engineering, Economics, Marketing, or related fields.
  • At least 3–5 years of experience in Customer Experience, Customer Success, or Marketing Management roles within industrial B2B environments.
  • Strong Customer Orientation and systemic thinking. Ability to influence without direct authority, working cross‑functionally across multiple departments. Excellent communication and presentation skills for diverse audiences. Proactivity and the ability to translate complex insights into actionable steps.
  • Share the value of Carel Culture Code!


Preferred

  • A technical background is a significant advantage in the HVAC/R context.
  • Previous experience in HVAC, Building Technologies, or Industrial Automation companies is considered a strong plus.


What we offer


  • Work-life balance: remote working and flexitime
  • On-boarding program and continuing training
  • Company welfare: company canteen, life insurance, welfare platform, company bonus, contributions to school expenses
  • Carel BoostCamp, a three-year training course for new hires under the age of 30, aimed at developing transversal skills, such as project management, cross cultural communication and problem solving


MAKE THE DIFFERENCE…ANYWAY: this position isn’t right for you? Check out our other job opportunities: https://www.carel.com/open-positions


ACT FOR THE PLANET - ACT FOR PEOPLE - ACT TO SHARE VALUE


At Carel we are actively committed to achieving our sustainability objectives, outlined in our “Driven by the Future - Sustainability in Action” plan, available for reference at: https://www.carel.com/carel-and-sustainability. Every day we take concrete actions to help combat climate change, identifying and developing products and services that increase energy efficiency and allow us to drastically reduce environmental impact.


Our organisation aims to ensure the establishment of transparent and responsible governance and to foster a fair and inclusive workplace where diversity is recognised as an essential value for the innovation we strive to bring. Carel is committed to equal employment opportunity and prohibits any form of discrimination. In line with these objectives and values, all applications received will be given due consideration and will be exclusively valued based on competences, experiences, motivation and values alignment.


This job post addresses both female and male candidates (see D.Lgs. n. 198/2006 & ss.mm.ii and D.Lgs. 215-216/2003). Candidates are invited to read the privacy statement (see artt. 13 e 14 del Reg. EU 679/2016) at the following link: https://www.carel.com/documents/10191/678238/CAREL_GDPR_Information_Candidates.pdf