Customer Experience Manager- Customer Care

4 weeks ago


Glasgow, United Kingdom Nine Twenty Recruitment Full time

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.

Extensive experience of managing high performing customer experience/service teams, preferably within an FMCG environment
Capable of driving change and building cultures
Experience of international freight and logistics practices
Experience working with ERP (SAP advantageous) and CRM systems
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.
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.
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.



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