Customer Satisfaction & Quality (CS&Q) Country Leader at Schneider Electric Nigeria

As the Customer Advocate, drives customer-centric and ensures the customer experience and requirements are well considered during the project execution cycle and processes.

• Creates a culture of Risk Management, Best Practices, and Continuous Improvement within the organization.
• Animate the team to embrace the CS&Q policies and procedures for business sustainability.
• Manages the Quality Management System of the Execution Centers Locations, including internal audits and ISO 9001 certifications.
• Supports additional Standards such as IEC61508/61511 (FSM)/IEC62442-2-4 (Cyber Security)/ISO14001/ISO45001/VCA-P between others within the country or unit relevance and needs.
• Leads Customer Experience Council (CEC) with local team support.
• Keeps the Country/Unit management system, policies, procedures, and KPIs aligned with CS&Q Global Industrial Automation and Global Process Automation.
• Leads the Corrective and Preventative Actions (CAPA) to identify the root causes, follow up the actions, and capture the lessons learned.
• Leads the SHE programs to solve issues and near-misses, avoid work-related accidents and occupational illnesses, and improve the working environment.
• Overviews of the project governance review and audits process with local PMO and Delivery Teams aligned with the GDO Knowledge Base.

Interacts with:

• Sales & Tendering.
• Supply Chain.
• Project Management.
• Delivery
• Offer Management

Qualifications

• 3+ years relevant experience in a Quality Environmental, Health, and Safety or Customer Satisfaction role, including managerial level.
• Change management skills and continuous improvement mindset
• Excellent Consultancy, Communication & Influencing skills
• Effective stakeholder management, time management, and organizational skills
• Experience in a customer project environment, desirable
• Green Belt/Black Belt, desirable
• Fluent English (fluency in another language is also an advantage)