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Customer Experience Manager

2 months ago

Belfast, United Kingdom Brenntag Full time

About the Role:

We are seeking a highly skilled and experienced Customer Experience Manager to join our team at Brenntag. As a key member of our senior management team, you will be responsible for delivering effective management and control of all relevant direct and indirect office staff and processes.

Key Responsibilities:

  • Lead the Customer Service and Admin teams in delivering day-to-day office processes in line with Company procedures.
  • Ensure standard office procedures are applied and working efficiently and effectively.
  • Deliver appraisals, training, and development of staff.
  • Work with strategic direction to lead and implement a customer experience improvement plan.
  • Define and measure long-term success through customer engagement and retention.
  • Define and manage customer feedback loops, leveraging CX data to inform engagement strategies.
  • Continuously challenge each department to improve quality and collaborative efforts to deliver exceptional results.
  • Grow relationships with clients, including ongoing communication and meetings.
  • Lead projects, responsible for the development and delivery of high-profile insights and recommendations for CX, UX, and Customer Journeys.
  • Develop the team and their CX and commercial knowledge and performance.
  • Review business reports and complete relevant system administration.
  • Analyze on-time-in-full data to devise and deliver improvements.
  • Regularly provide reports to General/Regional Manager, agreeing remediable action where required.
  • Undertake any reasonable tasks or duties assigned by the General/Regional Manager.
  • Comply and promote all statutory and company safety policies.

About You:

  • Previous experience in a management role, preferably in a Customer Services/Office Management focused environment.
  • Understanding of Customer Experience Methodologies and Application in a B2B environment.
  • Strong people management and leadership skills, with a proactive approach and ability to motivate staff.
  • Good commercial acumen, developing and maximizing within a profit-driven environment.
  • Strong organization of day-to-day office operations.
  • Excellent communication skills, ability to build key relationships with internal and external customers.