Customer Experience Lead

Purpose of the Role

To manage the customer specialist and support roles for your region. Taking ownership  of the service relationship and providing a seamless service experience from receipt of order to delivery, in accordance with the defined SLA’s. To support in the delivery of innovation and renovation projects and manage order demand in accordance with any RIRO activity.

Main Responsibilities

·         Manage your regional team to ensure the right process and controls are in place to meet customer needs

·         Work closely with Sales to understands customer priorities and develop an understanding of market trends and import requirements. 

·         Actively seek feedback from customers and act as the voice of the customer in daily IBHL operations .

·         Hold regular customer review meetings in accordance with SLA’s to monitor depletions and gain market insights to anticipate future requirements.

·         Responsible for ensuring CRM data accuracy at all times.

·         Works closely with Demand Planning to manage order v forecast variances and align with wider Supply Chain team

·         Use the forecast plan for your markets to anticipate and plan workload and help manage the launch and introduction of new SKU’s, or phase out of delisted SKU’s in a seamless manner

·         Initiates Change Requests for market mandatories, or SKU renovation changes as requested by customers

·         Ensures KPI’s are tracked and initiate improvement activity where relevant

·         Oversees relationship with Freight Service Providers to manage performance and drive improvement activity

Scope of Role

·         Cased Goods annual production: Approx. 1.5M cases

·         Bulk supply volume: Approx. 8M LOA

Personal Profile

·         Experience in managing and developing teams

·         Min 2-3 years experience in a customer facing role, preferably within FMCG

·         Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods

·         Knowledge of international freight and logistics practices

·         Experience working with ERP (SAP advantageous) and CRM systems

·         Good presentation skills

·         Experience of using Microsoft suite (Excel, Word, Powerpoint)

·         Previous experience of using Power BI, SAP Analyser, or other reporting tools

·         Engaging individual and confident working cross culturally

Preferred Qualifications

·         Degree level qualification or equivalent

·         Language skills advantageous