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Customer Success Manager
2 months ago
The Customer Success Manager will play a key role in driving customer-centricity across Flogas Britain, elevating customer experience as a strategic priority. This newly created role requires a transformational mindset and strong business acumen across various functions, as well as the ability to form strong relationships and influence key stakeholders.
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.
- 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.
- Customer Journey Mapping: 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. Monitor and report on key customer experience metrics and KPIs.
- Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
- 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.
- Provide strong, visionary guidance and direction – role model the Flogas competences and values.
We are looking for an experienced professional with a deep understanding of customer needs, expectations, and trends, with a relentless commitment to delivering exceptional customer experiences. The ideal candidate will have a strong strategic mindset, capable of envisioning future-state customer experiences and developing plans to achieve them.
The successful candidate will be a team player with a collaborative style, with high-level verbal and written skills and must be comfortable communicating at all levels. They will also have proven excellent project-management skills and be extremely organised.
We are committed to fostering diversity and inclusion across our workforce and actively encourage applications from candidates of all backgrounds. We strive to build a diverse and supportive culture of respect and fairness for all.
