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Customer Experience Director
2 months ago
The Head of Customer Success 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.
This key role requires a transformational mindset and strong business acumen across a variety of functions, as well as the ability to form strong relationships and influence key stakeholders.
You will drive the Customer Proposition and associated workstreams across our liquid fuel divisions, working closely with communities and working groups across the business and those led by our parent company, DCC plc, with exposure across our global businesses.
Working closely with Commercial General Managers (principally Consumer & Cylinder), Marketing and Operational colleagues, the successful role holder will:
- be responsible for owning the development and delivery of the Customer Proposition for liquid fuels (Consumer & Cylinder)
- 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
The role will report into the Commercial Leadership at Flogas Britain. Flogas is a National business and a reasonable level of travel is expected for face-to-face meetings and workshops with customers and colleagues.
About YouWe know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.
We're looking for someone with:
- Experience of influencing Senior Stakeholders.
- 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.
- Reasoning Skills: Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.
- Communication Skills: Team player with a collaborative style, with high level of verbal and written skills and must be comfortable communicating at all levels.
- 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.
- Passion and commitment with high personal integrity.
- Pragmatic with the ability to demonstrate resilience under pressure.
We offer a competitive starting salary, discretionary bonus scheme, great annual leave package with opportunity to purchase up to 5 days extra leave, enhanced family friendly package, death in service, contributory pension scheme, employee volunteer days, learning and development opportunities, access to a fully funded eye test and flu jab, access and discounts on a range of health and wellbeing services, and access to our very own benefits platform which provides discounts to over 900 retailers.
We are committed to fostering diversity and inclusion across our workforce. We actively encourage applications from candidates of all backgrounds, regardless of gender, age, sexual orientation, disability, ethnicity, or any other factor. We strive to build a diverse and supportive culture of respect and fairness for all.
