IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

Role Overview

The Customer Experience Manager role will drive a culture of service excellence across the customer journey—from order processing and delivery through post-sale support. This role will be responsible for leading the customer support function, developing and executing strategies that enhance the customer experience, and collaborating cross-functionally to align service delivery with business goals.

This role will oversee the development of a high-performing team, foster continuous improvement, and ensure customer satisfaction metrics are met or exceeded. This is a hands-on leadership role with both strategic and operational accountability.

Work Environment

On-site

Key Responsibilities

Leadership & Strategic Direction

• Set and execute a vision for delivering exceptional customer experience across touchpoints.
• Translate business strategy into operational goals for the customer experience team.
• Lead, coach, and develop a team of customer experience professionals.
• Build a high-performance culture centered on accountability, quality, and continuous improvement.

Customer-Centric Operations

• Oversee order management, fulfillment coordination, and issue resolution processes to ensure timely, high-quality service.
• Drive process standardization and establish operational KPIs to track service performance and customer satisfaction.

Cross-Functional Collaboration

• Act as the voice of the customer, collaborating with Sales, Planning, Production, Quality, and Engineering to remove friction and deliver seamless experiences.
• Serve as an escalation point for complex service issues, owning resolution and ensuring systemic corrective actions.

Continuous Improvement & Data-Driven Decision-Making

• Champion the use of data and customer feedback to drive continuous improvement initiatives.
• Implement and scale best practices in customer experience management, including lean methodologies.
• Monitor and report on KPIs including NPS, order accuracy, response time, and resolution time.

Systems & Tools Enablement

• Collaborate with IT and ERP key users to streamline system functionality for efficient customer experience workflows (JDE preferred).
• Support digital transformation initiatives aimed at enhancing self-service and automation capabilities for customers.

Critical Competencies for Success

• Bachelor's degree in Business, Supply Chain, or related field; MBA preferred.
• Minimum 7 years of experience in customer service or customer experience roles, including at least 3 years in a management or leadership position.
• Proven experience leading customer-facing teams in an industrial manufacturing environment (international experience preferred).
• Strong process orientation with demonstrated success in implementing operational improvements.
• Proficient in ERP systems (JDE preferred), CRM tools, and Microsoft Office.
• Excellent interpersonal and communication skills with a customer-first mindset.
• Skilled at resolving conflicts, building consensus, and influencing cross-functional stakeholders.
• Knowledge of Lean, Six Sigma, or other continuous improvement methodologies.
   

What IMI Can Offer You

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs. 

See below for a general overview of our amazing perks and benefits:

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups 
• PTO, encompassing inclusive holidays 
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%

Pay range: $87k – $95k

Within this range, individual pay is determined based on skills, experience, and qualifications relative to the job requirements. Base pay information is aligned with market location and may be subject to prevailing wage laws, if applicable.

Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role. 

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.