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Director, Customer Experience Closed Loop

Date:  Sep 11, 2023

Neuhausen am Rheinfall, CH

Making a difference.  That's what a career at AGCO is all about. At AGCO you have a voice and the opportunity to impact our long-term success, as well as your own



AGCO (NYSE: AGCO) is a global leader in the design, manufacture, and distribution of agricultural solutions. Our portfolio of international brands, including Fendt®, GSI®, Massey Ferguson® and Valtra®, provides smart and effective agricultural solutions to farmers around the world – including a full line of tractors, combine harvesters, hay and forage equipment, seeding and tillage implements, grain handling, seed processing and animal protein production systems. With global sales of approximately USD 12.7 billion in 2022, AGCO’s international team of over 24,000 employees work together to deliver high-tech solutions for farmers feeding the world. Join us as we bring agriculture into the future.


For our EME Headquarters based in Neuhausen am Rheinfall, we are looking for a:


Director, Customer Experience Closed Loop 100%


This position will be based at our European Headquarters in Neuhausen in Switzerland. Preferred start date 1st October 2023 or as soon as possible.


Job Summary:

The Director, CX Closed Loop will operate as a global strategic leader and manage the teams responsible for driving data-based customer focused improvements into products, services, digital offerings, and sound analytics into the larger organization.


This role ensures the CX vision, strategy and Farmer First approach continually achieves greater customer satisfaction and ultimately brand loyalty through:

  • Managing the strategic process to enable customer focused improvements
  • Managing AGCO customer master data business strategy and operations
  • Develop best in class customer analytics and 360-degree customer view
  • Establishing key Global CX KPIs and their measurement in conjunction with key operational data such as product quality, digital user experience, and NPS


This position is accountable for driving the execution of AGCO’s global NPS Closed Loop strategy for the embedding customer focused improvements across AGCO. This also includes the accountability for connecting Brands, functions, and CX operational data to drive large-scale meaningful change in service of our customers.


The Director, CX Closed Loop will work closely with brands, cross-functional business groups, IT, legal and the AGCO analytics hub to ensure an improved customer experience, relevant personal and timely insights, and leveraging data and analytics to drive customer focused improvements. The Incumbent will directly supervise, develop and architect go-forward the NPS Closed Loop system development and execution to continually raise the standards of AGCO customer care resulting in a customer and dealer experience that significantly differentiates AGCO from its competitors. This role will also help use in our data and analytics maturity as we increasingly leverage big data and AI capabilities to execute prescriptive and predictive use cases.


This is a critical role to scale and continue to expand on our customer experience capabilities. This position requires a self-starter and a confident leader. In addition to excellence in their craft, the Director, CX Closed Loop must be adept at cultivating relationships and new business opportunities with partners to help drive overall success.


Key Responsibilities:
Key activities for this new function are the following:

  • Deliver highly impactful, innovative ways to visualize and communicate CX data, metrics and analytics insights in all AGCO sites easily understood by all levels – including CEO and execute management CX analytics requirements.
  • Build global NPS Closed Loop strategy and approach to manage ongoing improvement of products, services, dealer processes, and digital tools to proactively drive cx and brand growth aspirations.  Present insights and activities to senior staff in various functions.
  • Directly responsible for driving global customer-focused improvement initiatives, and related activities align with brand promises
  • Responsible for AGCO Customer Master Data Management and Customer Analytics strategy and operations
  • Responsible for NPS visualization and dealer facing NPS tools
  • Build, lead and develop a team of CX Sr Managers with the skillsets needed to deliver AGCO’s CX capability strategy, then assess progress, and iterate improvements.
  • Be the source for other key functions to create a holistic view of the customer, communicating effectively with business partners translating complex ideas into compelling, actionable recommendations which inform CX priorities, journey mapping, and brand health


Requirements / Minimum Qualification:

To apply for this position, you should have the following qualifications


  • A strategic thinker to design the future
  • Demonstrated ability to influence outcomes, build relationships, engage with key executive level leadership inside and outside the organization to drive value
  • Process and data driven:
  • A proven people leader
  • Strong stakeholder management and influencing skills; Ability to manage ambiguity and demonstrates resilience when faced with obstacles
  • Globally minded and comfortable with huge scale
  • Master's degree or Bachelor's degree as a minimum
  • 12 + years of experience with CX, strategy, analytics, supply chain, or related positions
  • 5+ years of experience leading a team, experience coaching, and mentoring
  • Demonstrated ability to influence outcomes, build relationships, engage with key stakeholders inside and outside the organization to drive value
  • Demonstrated thought leadership and the aptitude to think innovatively and creatively
  • Ability to manage multiple projects simultaneously and ruthlessly prioritize
  • Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail, Understanding of data science and data governance principles
  • Ability to absorb and synthesize large amounts of information (from research or analytics)
  • Superior written and verbal communication/story telling skills with ability to influence senior leaders and peers to make compelling cases
  • Ability to manage ambiguity and demonstrates resilience when faced with obstacles
  • Bias for action, self-starter mentality and growth mindset


Your Perspectives:


Be part of our Customer Experience Team at our regional headquarters with people from over twenty different nationalities and become a member of our AGCO EME region which accounts for more than half of our company’s revenue.


Our modern office facilities facing the river Rhein are located just 15 min walk from the famous “Rheinfall” waterfalls and 5 min from the train station with direct connections to Zurich, Zurich Airport, Winterthur and Schaffhausen.


Employee development and growth is part of our company culture. If you are looking for an opportunity to work in an inspiring multinational environment for a leading global player of agricultural solutions, we look forward to receiving your application in English language (incl. your CV and motivation letter) via our career website: For more information about AGCO, please visit

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