Customer Excellence Business Partner

Brambles; Manchester; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Excellence Business Partner to lead the development of performance metrics that enhance customer experience. This role involves coordinating strategies to embed new KPIs and promoting best practices across various regions. The ideal candidate will possess strong analytical and problem-solving skills and be adept at collaborating with diverse teams. If you thrive in a fast-paced environment and are passionate about customer experience, this opportunity is perfect for you.

Qualifications

• CX expertise in Commercial, Customer Service, or Supply Chain roles.
• Project management skills for cross-functional initiatives.

Responsibilities

• Lead development of customer experience performance metrics.
• Coordinate go-to-market strategy for new metrics and KPIs.

Skills

Analytical Skills

Problem-Solving Skills

Collaboration Skills

Adaptability

Business Acumen

Tools

Salesforce

SAP

Power BI

CRM Platforms

Customer Feedback Management Systems

Job description

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Lead the continued development of the customer experience suite of performance metrics to ensure Brambles can accurately measure and take the required action to deliver on our customer experience ambition.

Coordinate the go-to-market strategy for new metrics, including all change management aspects, ensuring new KPIs are fully embedded within the business.

Promote CX performance and best practices across regions and divisions, identifying and coordinating opportunities for process simplification, standardisation, and continuous improvement to enhance the customer experience.

Key Responsibilities May Include:

• Place the customer at the centre of all decision-making, ensuring the right balance between CX and other strategic KPIs/priorities.
• Follow up and communicate on CX performance improvement and initiatives to ensure measurable success and positive customer experience is shared in regions and globally.
• Promote best practices sharing and cross-functional collaboration to improve metrics performance.
• Propose and deploy new CX metrics by developing communication, awareness campaigns, and trainings, and support associated change management.
• Identify opportunities for process simplification and standardisation to enhance the customer experience, and coordinate the implementation of these opportunities to deliver against the CX strategy.
• Support business stakeholders in the implementation of CX initiatives and identify continuous improvement processes that enhance the customer experience to become BAU.
• Leverage expertise in CX tools and metrics to collaborate with key internal and external stakeholders and develop improvements to processes and systems that influence the customer experience.
• Define guidance and operating principles for external use of the metrics (DIFOT, CIFOT, etc.) to start sharing and building joint action plans with customers.
• Conduct high-level research into emerging themes in customer experience performance, and lead root cause analysis to support strategy development and informed decision-making.

Experience

• CX expertise gained through roles in Commercial, Customer Service, Supply Chain, FMCG sector, or similar fields.
• Project management skills to drive cross-functional and cross-regional initiatives.
• Proficiency with CX tools & metrics, including CRM platforms, customer feedback management systems, and data analytics software
• Strong business analysis skills—gathering data, identifying insights, and transforming them into actionable solutions

Skills and Knowledge

• Strong analytical & problem-solving skills—translating insights for both technical & non-technical audiences
• Ability to collaborate & influence across diverse teams, ensuring data management is a top priority
• Adaptability—thriving in a fast-paced environment with evolving customer needs
• A sharp business acumen to anticipate CX challenges and resolve them efficiently
• A proactive mindset, staying ahead of industry trends & continuous learning
• Expertise in Process Mapping methodology & tools
• Tech Skills We Value: Proficiency in Salesforce, SAP, Business Warehouse, Power BI, and other BI tools

Languages

Desirable: Any other European language

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Supply Chain, and Customer Service

• Industries

  Transportation, Logistics, Supply Chain and Storage

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