Sr. Customer Satisfaction Manager

EssilorLuxottica Group•Saint Cloud, MN

3d•$112,000 - $127,487•Onsite

About The Position

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. With a presence in over 150 countries, the company offers a global platform of high-quality vision care products and iconic eyewear brands. They manage a global supply chain with cutting-edge technology, balancing speed, efficiency, and proximity. The company employs over 200,000 dedicated employees worldwide and is driving the transformation of the eyewear and eyecare industry through technology and innovation.

Requirements

BA/BS in a related field required
5+ years in program, project, or technical management.
3+ years in performance analysis.
3+ years in optical industry roles (ECP practice, lab operations, or supply chain preferred).
Strong project management and analytical skills.
Excellent communication, collaboration, and organizational skills.
Proficiency in Microsoft Office and reporting tools.
Travel required 25%-30%

Nice To Haves

Master’s preferred.
Knowledge of Lab Management Software (Optifacts, DVI), Practice Management Software, and ECP Ordering Portals preferred.
Customer Focus: Build strong customer partnerships for issue resolution.
Data & Insights: Analyze lab data to identify trends and improve service.
Results-Driven: Enhance processes to improve service levels and reduce costs.
Communication: Align stakeholders and drive program success through clear communication.

Responsibilities

Develop and manage a 360° program for independent customers, collaborating with Commercial, Customer Service, and Operations teams.
Partner with customer satisfaction managers at labs to clarify and escalate issues while gathering new requirements.
Analyze data, understand processes, and drive root cause analysis for timely issue resolution.
Engage with labs, sales, and customer service to address and resolve outstanding issues.
Provide feedback to supply chain, customer service, and operations teams for continuous improvement.
Advocate for customers and work with stakeholders to implement program enhancements.
Identify and implement process improvements to increase efficiency and standardization.
Conduct regular sales reviews to assess performance, resolve issues, and align on upcoming activities.
Organize weekly meetings with cross-functional teams to address priorities and problem-solving for the iECP market.
Guide customer satisfaction managers at each lab on priority issues.