Customer Experience Manager

1 month ago


Blackpool, United Kingdom Page Personnel Secretarial & Business Support Full time

A fantastic opportunity has arisen for a Customer Experience Manager - FMCG to join a global business to customer service activities for both UK and international customers.

**Client Details**

Our client, based near Blackpool, is a well known FMCG brand. Due to continued growth, they are looking for a Customer Experience Manager - FMCG to lead and develop the customer service team, working closely as part of the customer service and logisticsteam

**Description**

Duties of the Customer Experience Manager - FMCG will be/have:

- Understand key customer requirements and culture so as to develop opportunities for improved service and/or reduced cost to serve.
- Management and development of the Customer Service Team Leads
- Providing operational guidance and support to ensure an efficient order cycle is maintained - including capturing, processing and fulfilling all orders and deliveries within any agreed load sizes or timescales with customers.
- Resolve any escalated operational issues internally and with the Customer; anticipate and prevent future problems.
- Work closely with external customer contacts to ensure that a solid relationship is achieved and maintained through both periods of good and poor customer service.
- Seek to proactively improve service delivery and make both parties supply chains more efficient - Internal Projects
- At times of poor service take the lead to ensure issues are proactively and well explained to the customer with a clear communication of resolution timings and next steps
- Be the main contact point for the Sales Account Directors for customer service issues.

**Profile**
- Proven success in a customer-facing role ideally gained within a manufacturing or third party logistics environment
- SAP experience
- Strong leadership and management skills.
- Customer focused.
- Ability to build relationships at all levels.
- Stakeholder management.
- Strong influencing and negotiation skills.
- Results driven.
- Commercially aware.
- Resilient and flexible

**Job Offer**

The salary on offer is £50k - £55k

Company bonus and competitive benefits package

Working pattern: Mainly office based

12 month FTC with potential for a permanent role



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