Regional Customer Experience Manager (m / f / d) Central Region

Brenntag; Essen; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A global leader in chemical distribution is seeking a Regional Customer Experience Manager to enhance customer service quality across the Central Region. The ideal candidate should have at least 3 years of customer experience management expertise, strong analytical skills, and be fluent in German and English. Responsibilities include managing VOC metrics, supporting frontline staff, and implementing improvements to customer interactions. This role offers flexibility in working hours, competitive remuneration, and a variety of employee benefits.

Leistungen

Flexible working hours

Christmas bonus

Health care programs

Pension scheme

Employee parking

Company restaurant

Qualifikationen

• 3+ years of experience in customer service or experience management roles.
• Ability to inspire, motivate, and lead teams.
• Proficient in collecting and analyzing customer feedback data.

Aufgaben

• Manage local VOC metrics and performance.
• Provide coaching to frontline staff ensuring service excellence.
• Collaborate with teams across the business for improvements.

Kenntnisse

Customer service experience

Analytical skills

Communication skills (German and English)

Project management

Tools

MS Office Suite

Salesforce

Qualtrics

Jobbeschreibung

Join a wonderful and collaborative global team in Essen by combining your technical knowledge with data protection management.

YOUR ROLE & RESPONSIBILITIES

As Regional Customer Experience Manager (m / f / d) for the Central Region (DACH & CEE) you will find solutions and answers to some of the toughest, most exciting questions that enable us to deliver the best customer experience; an important strategic pillar at Brenntag. You will identify, support, and lead tangible improvements to achieve our strategy, reducing poor customer outcomes, improving service, and building customer loyalty.

What you will do :

You will help identify service level improvement opportunities, driving change by working with partners across the organisation. You will also join an established, dynamic team with exposure to thousands of colleagues across multiple markets. Reporting to the Sales & Business Development Director (DACH & CEE), you will also help to share best practice ideas and coaching opportunities which can apply across the region and will help to sharpen our service offering to our customers.

Main responsibilities :

• Ownership of all local VOC metrics, including NPS, CSAT, CES & Issue Resolution scores.
• Performance management - monitor relevant metrics to identify important issues and trends. Working with stakeholders to deep dive and engineer proactive solutions
• Provide ongoing coaching and support to frontline staff to ensure consistent adherence to Service Excellence standards
• Create, engage, and motivate colleagues through the publication of regular metric reporting
• Develop a deep understanding of customer outcomes across all dimensions in our marketplace, through the eyes of colleagues, customers, and suppliers
• Deliver through others - plan, coordinate and govern workstreams. Manage relationships and collaborate with teams across the business, including local markets and regional teams, to identify areas of improvement that deliver impactful projects
• Discover, propose, and implement improvements to customer touchpoints
• Support the Sales & Business Development Director (Central) within commercial excellence initiatives.

YOUR PROFILE

What we are looking for :

• 3+ years of experience working in a fast-paced and project-based organisation
• Ability to inspire, motivate, and manage yourself, and those around you
• Proven experience in customer service, customer experience management, or related roles
• Strong analytical skills with the ability to collect, analyse, and interpret customer feedback data
• Excellent written and verbal communication skills (German and English), with the ability to communicate complex concepts effectively
• A deep desire to solve real-world problems in a global B2B organisation

Solid skills in

• MS Office Suite
• Qualtrics / VOC platforms
• Salesforce / SAP / CRM / ERP

Desirable, but not required :

• Lean Six Sigma – Yellow / Green Belt
• Prince2
• Modelling skills i.e., pivot tables, PowerBi
• Additional language skills

This role is all about customers, colleagues, and relationships. In addition, your unwavering passion for customers will be obvious. You are their champion, and guarantee they are front, and centre always.

If you are passionate about delivering exceptional customer experiences and have a keen eye for process improvement, we encourage you to apply. Join our team and enjoy a career being part of a company dedicated to exceeding customer expectations at every interaction.

OUR OFFER

• Exciting professional tasks and challenges in a diverse and secure working environment with the world market leader in the chemical distribution industry and DAX listed company
• Arrange your working hours and breaks flexible via your flextime account; Thanks to our company's internal regulation on mobile working, your professional and private life can be combined even better
• Our personalized onboarding program, guarantees that you will be off to a quick start
• A competitive remuneration package, including holiday pay and a Christmas bonus, awaits you
• Take advantage of our company-sponsored pension scheme
• Benefit from free employee parking and convenient transport connections ticket
• Our “House of Elements” offers modern and ergonomic workplaces, an award-winning company restaurant, and a selection of complimentary coffee varieties
• Your well-being is very important to us: Take advantage of our preventive health care offers, running groups, and yoga courses, and enjoy 30 relaxing days of holiday per year
• Stay fit and do your bit for the environment at the same time: Lease your dream bike conveniently via Brenntag