Nine Twenty are delighted to be supporting International Beverage Holdings in their search for a Customer Experience Manager. It is a newly created position that will play a vital role in shaping their Customer Service & Logistics function.
You will be responsible for building a high performing team and putting the customer at the heart of the experience. You will work closely with key stakeholders across the business to support the company on their transformation journey.
Preferred Experience:
- Extensive experience of managing high performing customer experience/service teams, preferably within an FMCG environment
- Capable of driving change and building cultures
- Strategic thinker, who can turn vision in to action
- Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods
- Experience of international freight and logistics practices
- Experience working with ERP (SAP advantageous) and CRM systems
- Excellent communicator with good presentations skills
- Enjoys leading and developing teams
- Good influencing and negotiating skills and capable of managing cross functional stakeholders
- Engaging individual with a positive manner
Responsibilities:
- Lead, manage and develop the customer experience team, including logistics
- Build and maintain strong relationships with key stakeholders across commercial, supply chain and finance teams, acting as the voice of the customer to improve customer satisfaction.
- Partner with Sales and own the relationship with customers.
- Joint ownership of the CRM system, ensuring we have the right processes, ways of working and data and the system is designed to deliver a seamless experience.
- Establish the right customer success measures and embed KPI’s to track performance and identify improvement opportunities.
- Play a leading role in developing and maintaining the Customer Segmentation model, defining the experience and SLA's for each customer tier.
- Responsible for delivery of the freight tender process service.
- Develop and embed a freight supplier performance management programme
- Oversee the annual customer satisfaction survey and lead any improvement initiatives.
- Hold regular meetings with Sales to review market dynamics and identify how the Customer Experience team can respond to changing needs.
- Own and manage the service and compliance relationship with our warehousing and logistics partner, ensuring we have the right SLA’s and KPI’s in place to manage performance.
- Responsible for HMRC compliance, including regulatory requirements for finished goods (bonded and non bonded) storage, movements of goods and customs requirements for imports and exports.
If you feel you have the necessary experience for this role, please apply or email phasson@weareninetwenty.com