Customer Experience Manager

Creed Foodservice Ltd; Cheltenham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic individual to join their Marketing & Insights team. This role is crucial for maintaining industry insights, supporting customer presentations, and ensuring product relevance. You will manage customer engagement events and lead insights projects, contributing to a £140 million turnover company. The ideal candidate will possess strong interpersonal and project management skills, with a focus on delivering exceptional customer experiences. If you're passionate about food and eager to make a significant impact, this is the opportunity for you!

Qualifications

• Excellent interpersonal skills and ability to influence stakeholders.
• Strong project management knowledge and experience required.

Responsibilities

• Manage customer engagement days and events to drive customer satisfaction.
• Oversee insights projects and maintain relationships with stakeholders.

Skills

Interpersonal Skills

Relationship Management

Stakeholder Engagement

Project Management

Communication Skills

Problem-Solving Skills

Attention to Detail

Customer Service Focus

Education

CIM Diploma or Certificate

Marketing Degree

Events Qualification

Tools

Photoshop

Job description

At Creed Foodservice, we believe a great workplace starts with great people. Our teams are at the heart of everything we do, bringing passion and expertise to deliver top-quality food products to chefs and caterers across the UK. As part of the Country Range Group, we’ve been making a difference in the food industry since 1972.

With distribution centres in Cheltenham, Ilkeston, and High Wycombe, we ensure reliable service nationwide. We’re proud to be a Living Wage accredited employer and were recognised as one of the Top 75 Best Companies to Work For in 2023. If you’re looking for a workplace that values its people and offers real opportunities to grow, Creed is the place to be!

This role is primarily tasked to maintain and disseminate knowledge of industry insight, support customer presentations and ensure our product offer is relevant, on trend, profitable and achieves customer satisfaction and loyalty. You will assist with the preparation of tenders and new business presentations, including relevant insight and added value activity, manage all customer engagement days at Creed venues and external events to drive forward customer engagement.

Some responsibilities of the role include:

1. Direct line management responsibility for a minimum of one-person, overall accountability for Insights Projects, customer engagement days and Events in a c. £140 Million turnover Foodservice company.
2. Manage relationships of multiple internal and external stakeholders of all levels to ensure effective delivery of projects.
3. Maintain excellent knowledge of the sectors we operate within and ensure that our offering is relevant to customer needs, sector trends and provides solutions for customer challenges.
4. Work as part of a team of c. 10 people within our Marketing & Insights team to deliver a phenomenal customer experience.
5. C. 10 to 20 Customer reviews per month.

The Ideal Candidate

To be successful in this position you will need to possess excellent interpersonal, relationship management, stakeholder engagement and influencing skills.

It is essential that you have the following:

1. Strong written and verbal communication skills with the ability to influence stakeholders at all levels.
2. A self-starter, able to work autonomously, with strong attention to detail, able to meet deadlines and who takes pride in the work they produce.
3. Project Management knowledge and experience.
4. Excellent I.T and administration skills, numeracy, and a good level of English.
5. Customer Service Focus, Excellent communication, interpersonal, relationship building, stakeholder management and networking skills.
6. An action-oriented individual, who is solutions focused, can manage multiple priorities, and deliver results on time.
7. A good team player, with attention to detail and good problem-solving skills that follows processes in place and prioritises business improvement.
8. Demonstrable experience of delivering market insight to sales and marketing teams and customers, in presentation and written forms.
9. A well-balanced approach using analytical skills to interpret results, and creativity to present facts and figures in a conclusive and engaging way.
10. Strong commercial acumen and communication skills, as well as the ability to influence, persuade and build relationships with internal and external stakeholders at all levels.
11. A keen interest in food, catering, and/or consumer behaviours.
12. A fast learner and self-starter with excellent time management skills.

It would be advantageous to have the below qualifications and/or experience:

• A CIM diploma or certificate, events qualification or marketing degree.
• Basic understanding of Photoshop.

Experience working within a management role ideally gained within a food and drink related industry.

Experience managing people in all aspects of the employee lifecycle, coaching, mentoring, and team building skills.

Experience preparing and managing action plans and budgets effectively including cost management.

How to apply

To apply for this position, please send your CV and a covering letter to [e-mail] detailing why you are perfect for this role and what value you can add to the business.

At this stage, we will not be accepting agency applications.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age, as outlined in our equal opportunities policy.