Bilingual Customer Success Manager

5 days ago

Leicester, Leicester, United Kingdom Flogas Britain Full time
About the Role

The Head of Customer Success and Experience 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.

Key Responsibilities
  • Develop and deliver the Customer Proposition for liquid fuels, working closely with communities and working groups across the business and those led by our parent company, DCC plc.
  • 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.
What You Will Be DoingDevelopment
  • 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.
  • 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.
  • Customer Feedback and Data: Implement mechanisms to capture customer feedback, leveraging customer data to continuously improve the customer experience.
  • Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
  • Working with the Marketing and Internal Communications teams to develop and maintain customer messaging across all channels and customer types.
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.
  • 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.
  • Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.
  • 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.

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