Customer Experience Manager Europe

Harman · Worthing

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A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Do you want to work for some of the world’s leading audio brands? Become a part of the HARMAN team and get to work for our Sound United Business Unit. 

By joining HARMAN, you'll dive headfirst into the exciting world of headphones, portable speakers, party boxes and other audio technologies, and contribute to the success of Harman Lifestyle EMEA business. The consumer audio industry is fast paced, fun and dynamic and we’re looking for someone who is proactive, loves to work with a lot of different stakeholders from all over the globe and has creative ideas.

You will join our Sound United Business Unit with iconic brands like Bowers & Wilkins, Denon, Marantz, Polk Audio, Definitive Technology, Classé, and Boston Acoustics, based in Worthing, UK in the position of: 

Customer Experience Manager Europe

A Career at HARMAN Lifestyle:

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Harman Kardon, Mark Levinson and Revel.
• Unite your passion for audio innovation with high-tech product development.
• Create pitch-perfect, cutting-edge technology that elevates the listening experience.

What You’ll Be Part Of:

At Sound United, we’re passionate about bringing joy to the world through sound. As one of the largest audio portfolio companies globally, we’re home to iconic brands like Bowers & Wilkins, Denon, Marantz, Polk Audio, Definitive Technology, Classé, and Boston Acoustics. Each brand carries its own legacy, and together, we’re shaping the future of home entertainment.

Reporting to the Vice President, Global Customer Experience & Quality, the Customer Experience Manager, Europe is responsible for the strategic and operational leadership of customer experience and customer support across the European region.

The role leads the European Customer Experience organisation, including frontline customer support teams and specialist subject matter expertise, while managing outsourced contact center partners to ensure a seamless and consistent customer experience across all customer touchpoints.

Acting as the voice of the customer, this role translates customer insights into meaningful business improvements and works closely with Service Operations, Quality, Product Development, eCommerce, Sales, Marketing, and regional teams to drive customer satisfaction, loyalty, operational excellence, and business growth. The role also champions initiatives that reduce customer effort and friction across the end-to-end customer journey, ensuring customer interactions are simple, effective, and consistent across channels.

As a member of the Global Customer Experience organisation, the Customer Experience Manager contributes to the development of global customer experience strategies, standards, and operating models while helping shape future customer engagement through digitization, automation, AI-enabled capabilities, and data-driven decision making.

How You’ll Make An Impact:

• Define and execute the customer experience strategy across Europe, ensuring alignment with business objectives and customer expectations.
• Build and develop a high-performing Customer Experience organisation focused on delivering best-in-class customer support.
• Manage customer support operations across Europe, including internal teams and outsourced contact center partners.
• Establish and monitor service levels, customer satisfaction measures, operational KPIs, and quality standards.
• Manage outsourced service partners, including governance, contractual compliance, performance management, and quarterly business reviews.
• Own the regional Customer Experience budget, ensuring effective allocation of resources and optimisation of service investments.
• Act as the Voice of the Customer, leveraging feedback, complaints, reviews, and support data to identify trends, drive reporting, and influence business decisions.
• Partner with Service Operations, Quality, and Product Development to resolve customer issues and drive product, service, and process improvements.
• Collaborate with eCommerce, Sales, and Marketing teams to optimise customer journeys, improve retention, support sales-through-service initiatives, and reduce customer effort and friction across all touchpoints.
• Support successful product launches by ensuring customer-facing teams and support partners are prepared to deliver a seamless customer experience.
• Enhance digital customer engagement through effective support channels, knowledge resources, self-service capabilities, analytics, automation, and AI-enabled technologies.
• Partner with global Customer Experience leaders to drive consistency, alignment, and sharing of best practices across regions.
• Keep abreast of customer experience industry trends, emerging technologies, and best practices, identifying opportunities to continuously enhance customer engagement, operational effectiveness, and service delivery.
• Ensure customer operations comply with applicable privacy, security, regulatory, and quality requirements, including GDPR and company standards.

What Makes You A Strong Fit:

• Proven experience leading Customer Experience, Customer Service, Contact Centre, or Customer Support operations within a regional or multinational environment.
• Demonstrated success building and developing high-performing customer-facing teams.
• Experience managing outsourced contact center operations and service partner relationships.
• Strong understanding of customer experience metrics, Voice of the Customer programs, customer satisfaction drivers, and continuous improvement methodologies.
• Experience collaborating effectively with Service Operations, Quality, Product Development, Sales, Marketing, eCommerce, and other cross-functional stakeholders.
• Strong commercial acumen with the ability to connect customer experience initiatives to customer retention, loyalty, and business performance.
• Experience managing budgets, operational performance, and supplier relationships.
• Working knowledge of CRM platforms such as Salesforce Service Cloud, Oracle Service Cloud, Microsoft Dynamics 365, or equivalent customer engagement systems.
• Experience driving customer experience transformation, process improvement, and organisational change initiatives.
• Strong analytical and problem-solving capabilities with a data-driven approach to decision making.
• Excellent communication, stakeholder management, and influencing skills.
• Ability to operate effectively within a global matrix organisation.
• Bachelor’s degree in business, Customer Experience, Operations Management, Marketing, or a related field.

Bonus Points if You Have:

• Experience within consumer electronics, audio, premium consumer products, technology, or related industries.
• Familiarity with ERP platforms such as SAP, Oracle, Microsoft Dynamics, or similar enterprise systems.
• Experience with Power BI or similar business intelligence and analytics tools.
• Advanced degree in Business, Marketing, Customer Experience, or related discipline.
• Experience supporting large-scale global transformation programs.

Things To Know:

• This role is based in Worthing East Sussex and follows a hybrid schedule, with regular in-office collaboration alongside service operations, quality, engineering and product teams.
• This position advocates global alignment, so occasionally early morning or evening meetings may be needed to collaborate with teams in North America and Asia.
• This role requires occasional domestic and international travel to other sites, or product launch meetings.
• Successfully complete a background investigation and drug screen as a condition of employment (post-offer).

What You Can Expect

• A hybrid work environment with in-person collaboration, with most office-based roles onsite three days a week.
• Access to employee discounts on HARMAN and Samsung products (including Bowers & Wilkins, Marantz, JBL, Harman / Kardon, AKG, and others).
• Learning and development opportunities through our award-winning HARMAN University programs.
• Wellness benefits designed to support your overall well-being.
• Tuition reimbursement support.
• Access to the HARMAN campus fitness center and cafeteria, where available.
• An inclusive and diverse work environment that supports both your professional and personal development.

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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