Senior Manager, Customer Solutions Information Technology and Technical Support

1 week ago

Hemel Hempstead, Hertfordshire, United Kingdom Martin-Brower Co. Full time

Job Title: Senior Manager, Customer Solutions Information Technology and Technical Support

Location: Remote

Full-time: Permanent

Salary: £78,950

In this pivotal role, you'll lead efforts to enhance customer experiences, drive strategic initiatives, and empower our team to deliver exceptional service. Our company, Martin Brower, thrives on innovation and sustainable practices, simplifying supply chains and driving efficiency in food logistics.

Position Summary:

The Senior Manager will utilize ITIL methodology to ensure best practices in service management, while driving the optimization of CRM systems and user experience across various engagement platforms. You will manage a team of Product Leads and Solution Analysts to drive the maintenance, enhancement, and execution of our digital solution roadmaps.

Responsibilities
  • Leadership & Team Management:
    • Lead an international cross-functional team in the design, implementation, and management of digital customer solutions, ensuring alignment with overall business objectives.
    • Manage and mentor a team of Product Leads and Solution Analysts, providing guidance, performance management, and career development.
    • Foster a collaborative and high-performance culture within the team, encouraging innovation and continuous improvement.
    • Develop and execute a strategic roadmap for digital customer engagement, leveraging emerging technologies and best practices.
  • Product Development & Enhancement:
    • Oversee the design, development, and deployment of Digital solutions (Salesforce platform) that meet business requirements and user expectations.
    • Streamline processes and improve the quality of service delivery.
    • Ensure continuous improvement initiatives are in place to enhance service effectiveness and efficiency.
    • Collaborate with architects, developers, and external partners to ensure technical feasibility and high-quality delivery.
    • Collaborate with UX designers and researchers to conduct user testing and feedback sessions, implementing a continuous loop of improvement.
  • Act as a primary point of contact for key stakeholders, communicating progress, risks, and issues related to the Digital customer solutions.
  • Develop and maintain comprehensive product roadmaps that outline the strategic vision, development timelines, and key milestones for digital customer solutions.
Performance, Continuous Improvement & Innovation:
  • Establish KPIs and metrics to assess the success of digital customer solutions and drive data-informed decision making.
  • Prepare regular reports and updates on project status, successes, and areas for improvement.
  • Stay updated with Salesforce platform updates, industry trends, and emerging technologies.
  • Encourage and drive innovation within the team.
Qualifications

Technical competencies

  • Leadership & Team Building: Strong team leadership skills with experience managing and developing high-performing teams.
  • Methodology: Proven experience applying ITIL methodology in a professional setting, with certifications preferred (ITIL Foundation/Intermediate).

People-First Culture: At Martin Brower, our employees are our greatest asset.

Opportunities for Growth: We're committed to your long-term success, with clear paths for career advancement and development, you'll have opportunities to grow within your current role or explore new roles and responsibilities across the organization.

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