Customer Success Manager

4 weeks ago

Leicester, Leicester, United Kingdom Flogas Britain Ltd Full time

Join Flogas Britain - Off-Grid Energy Leaders

At Flogas, we're not just offering a job; we're offering a chance to be a key player in an organisation that's at the forefront of innovation and change. As our company continues to grow and expand its horizons, we need creative minds who can embrace evolution and lead with a fresh perspective. Your passion for sustainability aligns perfectly with our commitment to creating a more sustainable future.

About the role

The Head of Customer Success at Flogas Britain is a newly created and forward-looking role to develop and drive a customer-centric culture across the organisation, elevating customer experience as a strategic priority.

This key role requires a transformational mindset and strong business acumen across a variety of functions, as well as the ability to form strong relationships and influence key stakeholders. You will drive the Customer Proposition and associated workstreams across our liquid fuel divisions, working closely with communities and working groups across the business and those led by our parent company, DCC plc, with exposure across our global businesses. Working closely with Commercial General Managers (principally Consumer & Cylinder), Marketing and Operational colleagues, the successful role holder will:

• be responsible for owning the development and delivery of the Customer Proposition for liquid fuels (Consumer & Cylinder)

• identify areas of strength and those for improvement in the customer journey, and be a catalyst for change initiatives to drive excellence

• work with external agencies and customer forums to ensure needs are fully understood to inform the development and delivery of initiatives

• collaborate with internal and DCC plc customer experience communities to identify and bring best practice

• develop market and competitor analysis, delivering insight to the organisation to support the delivery of the strategy

• drive a collegiate and coordinated customer-centric mindset across the organisation

• role model the values and behaviours of the organisation: safety, integrity, partnership and excellence and be a driver of cultural change The role will report into the Commercial Leadership at Flogas Britain. Flogas is a National business and a reasonable level of travel is expected for face-to-face meetings and workshops with customers and colleagues.

What you will be doing

Development

• Work collaboratively with the Business and Commercial Teams to set direction, and achieve the overall purpose, vision and priorities of Flogas Britain.

• Strategy Development: Collaborate with senior stakeholders to develop and refine the customer experience transformation strategy, aligning it with the organisation's goals and objectives.

• Customer Journey Mapping: Spearhead the identification, mapping, and evaluation of customer journeys to gain insights into pain points, areas of improvement, and opportunities to enhance the overall customer experience.

• Transformation Planning: Develop comprehensive transformation plans, outlining clear goals, milestones, and actionable initiatives that drive customer-centricity across the organisation.

• Change Management: Working with the Change and Application Change Teams, champion the customer experience transformation initiative, driving awareness, engagement, and buy-in among stakeholders at all levels of the organisation. Implement change management strategies to ensure successful adoption of new processes and behaviours.

• Customer Feedback and Data: Implement mechanisms to capture customer feedback, leveraging customer data to continuously improve the customer experience. Monitor and report on key customer experience metrics and KPIs.

• Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.

Operational

• Cross-Functional Collaboration: Foster strong partnerships with stakeholders across departments, serving as a catalyst for collaboration and ensuring alignment towards delivering a seamless and consistent customer experience.

• Customer Messaging: Working with the Marketing and Internal Communications teams to develop and maintain customer messaging across all channels and customer types.

• Customer Insight: Work collaboratively with key stakeholders to share insight and respond to shifting customer demands. Leadership

• Champion the Customer at Flogas Britain, role model customer centric behaviours and mindset

• Represent the interests of Flogas / DCC and support the delivery of low carbon business models in line with the objectives of the organisation.

• Provide strong, visionary guidance and direction – role model the Flogas competences and values

About You

We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.


• Experience of influencing Senior Stakeholders.

• Customer Focus: Deep understanding of customer needs, expectations, and trends, with a relentless commitment to delivering exceptional customer experiences.

• Strategic Thinking: Strong strategic mindset, capable of envisioning future-state customer experiences and developing plans to achieve them.

• Reasoning Skills: Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.

• Communication Skills: Team player with a collaborative style, with high level of verbal and written skills and must be comfortable communicating at all levels.

• Management Skills: Proven excellent project-management skills and extremely organised.

• Self aware and authentic style, with ability to influence, and build internal and external networks.

• Passion and commitment with high personal integrity.

• Pragmatic with the ability to demonstrate resilience under pressure.

• Experience gained within an Energy distribution or Energy technology businesses will be very advantageous but is not essential.

How we will reward you

  • Discretionary bonus scheme
  • Great annual leave package with opportunity to purchase up to 5 days extra leave
  • Enhanced family friendly package
  • Death in Service
  • Contributory pension scheme
  • Employee Volunteer Day's to support the communities where you work and live
  • Learning and development opportunities to develop your skills, knowledge and talent
  • Access to a fully funded eye test and flu jab
  • Access and discounts on a range of health and wellbeing services i.e., health cash plan, discounted gym membership and our employee assistance platform
  • Access to our very own benefits platform which provides discounts to over 900 retailers, including days out, holidays and retail stores

Diversity, Inclusion, and Flexibility:

Flogas Britain are committed to fostering diversity and inclusion across our workforce. We actively encourage applications from candidates of all backgrounds, regardless of gender, age, sexual orientation, disability, ethnicity, or any other factor. We strive to build a diverse and supportive culture of respect and fairness for all.

As an inclusive employer, we recognise the importance of achieving the right work-life balance that works for you. Our people work differently depending on their role and needs, from hybrid working to flexible working arrangements. We are open to discussing alternative working arrangements - such as part-time hours and job shares, so please feel free to raise this with us.

About us

Flogas Britain is one of the largest distributors of off-grid energy in the UK and has over 35 years' experience of providing solutions to both commercial and domestic customers, principally in the form of liquid gas. The business has a longstanding record of organic growth driven by new installations, underpinned by a strong technical engineering expertise and capability, which combined with a number of bolt-on acquisitions have resulted in its market share increasing from 10% to over 30%.

The business is at the forefront of the energy transition having developed a prominent track record in converting customers from higher emissions fuels to lower carbon and cleaner solutions for the last decade and is well placed with a significant range of opportunities to develop and diversify into New Energies into the future in line with our 2040 vision to provide 100% renewable solutions to customers. The recent acquisition of Protech by Flogas Britain further extends the business' capabilities in this regard to provide innovative and lower carbon solutions into the commercial sector; combining renewable-ready gas combustion with alternative technologies such as heat-pumps, solar power and electric vehicle charging to provide a complete solution to customers and assisting them on their own path to net zero. #J-18808-Ljbffr

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