Digital Customer Service Manager

Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Posting Date: 2 Jul 2025Location:Wolverhampton, GBEntity / company: Carlsberg Marston’s Brewing CompanyDigital Customer Service ManagerJob Title: Digital Customer Service ManagerJob Length: Permanent – Full TimeCompetitive Salary with extensive benefits:· Product allowance – alcoholic & non alcoholic choices· Company bonus scheme· Access to 24/7 GP services· Company pension contribution· Access to a range of high street discountsCarlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Ice Tea and Rockstar Energy.With a strong national footprint, the Carlsberg Britvic business includes 6 production facilities and 16 logistics depot’s servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.If you are interested in joining our journey, we are now recruiting for a Digital Customer Service Manager .Reporting to the Head of Customer Service, this role will play a key part of our success journey, and you will have the opportunity to be involved in the following:Role Responsibilities:Drive excellence in end-to-end customer service across On Trade and Off Trade B2B channelsA digital first focus, promoting self-service customer touchpoints in collaboration with digital solutions and marketingContinuous improvement via quarterly review of customer service standards, operations and team developmentBuild and enhance relationships, processes, and information flows with key internal and external stakeholdersEstablish and execute performance and productivity standards for the teamContribute to a high-performance culture with high levels of personal accountability, ownership and focus on Carlsberg’s Growth PrinciplesBalance cost to serve with Customer Service improvement – delivering an appropriate digital first strategyExperience and Key Attributes:Extensive B2B Customer Services experience, ideally in an FMCG industry and across multiple routes to marketOperational experience with digital first solutions and customer service funnel to improve cost to serveData & insights driven; analysing and seeking continuous improvement and opportunities to enhance customer experienceIntra-departmental and cross-functionally aware; build relationships with key stakeholders and ensure timely, reliable, flows of informationExperience of inspiring large teams – building talent, motivation, and capability of the organisation whilst motivating and leading teamsAble to identify and drive improvement – bringing clear focus and setting high standards of execution right through to customerDecisive, proactive, and ability to delegate and validate tasksDiplomacy to handle customer query escalation and internal stakeholder conversationsStrong leadership skills, driven by achieving/exceeding predetermined company targets and KPIs and holding team to account when performance dipsDigitally curious and up to date with external Customer Service trends to challenge current ways of workingThis is an exciting time to join our newly formed business – with their incredible individual history’s, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.Interested in finding out more? Apply today and a member of the recruitment team will be in touchApplication Process:We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.We look forward to receiving your application.CMBC is a new company, fuelled by highly engaged, empowered and passionate employees who will go above and beyond to deliver best in class customer service and help grow our portfolio of brands and business. With their entrepreneurial spirit, these employees take personal accountability and initiative to act and find solutions. Our employees work hard and have fun, enjoying supportive relationships that extend across the whole business. #J-18808-Ljbffr