Customer Experience Manager

2 weeks ago

Eastern England, United Kingdom Saint-Gobain Glass UK and Ireland Full time

Are you passionate about driving change, delivering exceptional customer experiences, and leading a high-performing team?


We’re seeking a Customer Experience Manager to work with Saint-Gobain Glassolutions, driving the development of our customer journey, enhancing digital tools, and leading our Customer Experience team.


Glassolutions is part of Saint-Gobain Building Glass UK&I – the largest processor, distributor and repairer of glass and glazing systems in the UK


This role is based in Elland (HX5) with a requirement to travel to Dudley and Eggborough (approximately once every 2 weeks)


What we’re looking for:


First and foremost, we’re looking for an effective and passionate Customer Service Manager who can lead teams and deliver outstanding results as we transform our service through digital and operational change. Someone who thrives on continuous improvement and development, and is motivated by elevating our service to the next level.


To be successful you will have:


  • A proven track record in leading teams and driving results.
  • Strong customer focus with the ability to build and maintain top-class service standards.
  • Confidence and resilience with a positive outlook to motivate and encourage others
  • A high level of attention to detail and process – ensuring high standards are achieved through the team.
  • Technologically proficient with a strong passion for leveraging digital tools to enhance our service.
  • A proactive, problem-solving approach to overcoming challenges and fostering a customer service culture.


What you will be doing:


As a Customer Experience Manager at Glass Solutions you will lead and inspire your team to consistently deliver an exceptional service. Motivated by results, you will leverage performance metrics to identify opportunities for improvement and implement impactful solutions. Through the integration of innovative digital tools and seamless collaboration across departments, you will streamline processes and create a cohesive, customer-focused approach that ensures outstanding satisfaction at every touchpoint.


Here are some of the key things you will be involved in day to day

  • Implement Customer Experience strategies aligned with Saint-Gobain’s goals.
  • Identify key service differentiators to create competitive advantages.
  • Lead training programs across the branch network to maintain exceptional standards.
  • Monitor and share performance against Customer Satisfaction Indicators (CSI).
  • Manage, recruit, and train a team of 11 from 3 branches (Elland, Dudley and Eggborough)
  • Set clear objectives, KPIs, and performance standards.
  • Enhance the quotation and sales process, maximizing quote conversion and sales targets.
  • Drive Digital Transformation and implantation across your team
  • Support and implement customer-facing digital tools for improved customer engagement.


Are Glass Solutions and Saint-Gobain inclusive employers?


Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.


We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.


And what about flexibility?


The world of work is changing. At Saint-Gobain, we’re always open to new ways of working. Everyone has different needs and commitments.


Our standard working pattern is 8.30am-5pm Monday to Thursday with a 4pm finish on a Friday – though if you need some flexibility- we’ll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can’t promise to meet every request when we’re recruiting. But we do promise to listen.


If you match our criteria, we will be in touch to discuss your experience and more about you as a person, we look forward to hearing from you

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