Office/Customer Experience Manager

4 months ago

Dublin, United Kingdom Brenntag Full time

We have a great opportunity for a office/Customer Experience Manager at our depot in Belfast

About the role:

As a member of the Depotsenior management team deliver effective management and control of all relevantdirect & indirect office staff (direct - stock/purchasing/business support, and indirect - credit control)/processesand controls, and lead CX activities, inline with the overall business processes and procedures to ensure targets andobjectives are delivered on a consistent basis.

As a depot CX Manager, it is your responsibility to:

Lead both the Customer Service and Admin teams (stock/purchasing/credit control) in delivering the day-to-day office processes in line with Company procedures. Be responsible for ensuring that standard office procedures (financial/Admin/HR/etc) are applied and are working efficiently & effectively. Deliver Appraisals, training and developing staff. To work with strategic direction, lead and implement a customer experience improvement plan. Define and measuring long-term success through customer engagement and retention. Define and managing customer feedback loops, leveraging CX data to inform engagement strategies. Continuously challenging each department to improve quality and collaborative efforts to deliver exceptional results. Grow relationships with clients, to include ongoing communication/meetings and maintaining a close dialogue with them about their priorities. Lead projects, responsible for the development and delivery of high-profile insights and recommendations for CX, UX, & Customer Journeys. Develop the team and their CX & commercial knowledge and performance - promoting improvements and capabilities to embed our Customer Experience Strategy into our narrative. Review business reports and complete relevant system administration aligned to sales order processing ensuring cost, pricing and subsequent gross Margin are correct for invoicing. Analysis of on time in full data to devise and delver improvements. Regularly providing reports to General/Regional Manager, agreeing remediably action where required. Undertake any reasonable tasks or duties assigned by the General/Regional Manager from time to time, related to the effective and efficient performance of the job, and providing they are within the post holders skills and ability. Comply and promote all statutory and company safety policies and instigate work practices, which results in a safe and healthy workplace.

As the successful candidate, you will:

Have previous experience of working within a management role, preferably have extensive experience in a Customer Services/Office Management focused environment. Understand of Customer Experience Methodologies and Application in a B2B environment preferable. Have strong people management & leadership skills, with pro-active approach and ability to motivate staff to deliver objectives. Have good commercial acumen, developing and maximising within a profit driven environment. Have strong organisation of day-to-day office for the depot. Have excellent communication skills, ability to build key relationships with both internal and External Customer
At least one job must be selected in order to apply.

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