Customer Support Manager

Carlsberg Britvic; Hemel Hempstead; On-site; GBP 42,000 - 62,000; Full time

Job summary

Carlsberg Britvic is seeking an Off Trade Customer Support Manager to release capacity in Off Trade Sales by handling promotional administration, plans and system inputs. You will support customer teams with EPOS data, planning tools and recurring reporting.

Working with Customer Managers, Channel Strategy & Operations, Finance and SMEs, you will identify simplifications, automate where possible and ensure consistent, compliant processes across Beer and Soft Drinks activities.

Qualifications

• Experience in a commercial, customer operations environment is preferred but not essential.
• Strong organisational and prioritisation skills with the ability to manage multiple activities and deadlines.
• High attention to detail and a disciplined data, systems and process approach.

Responsibilities

• Complete and maintain promotional forms and forward promotional plan in Anaplan on time.
• Support Anaplan activity and other customer planning inputs following defined processes.
• Support shipper processes, new SKU set-up and recurring customer activity.
• Pull, prepare and distribute EPOS information and recurring performance inputs, including Monday reporting.
• Support rate trackers and internal trackers within the service scope.
• Collaborate with Customer Managers, Channel Strategy & Operations and Finance to resolve exceptions quickly.
• Identify avoidable rework and opportunities to simplify, standardise or automate activity.
• Capture workload and evidence of released capacity for continuous improvement.

Skills

Strong organisation

Attention to detail

Communication

Excel

Microsoft 365

Tools

EPOS data

Promotional planning tools

Anaplan

Job description

The Off Trade Customer Support Manager role is designed to release capacity in Off Trade Sales teams so they can focus more time on customers and growth. The role will support customer teams with promotional administration, plans and system inputs, while helping to create clearer, more consistent ways of working. The role provides workload relief during a period of increased project work and business alignment and will also identify recurring demand, duplication and opportunities for simplification so that activity does not automatically return to Sales teams. Role Responsibilities:

• Complete and maintain promotional forms, forward promotional plan in Anaplan and associated customer administration accurately and to agreed deadlines.
• Support Anaplan activity and other agreed customer planning or system inputs, following defined processes and controls.
• Support shipper processes, new SKU set-up and other repeatable customer activity required to enable execution.
• Pull, prepare and distribute agreed EPOS information and recurring performance inputs, including support for Monday reporting where required.
• Support rate trackers, request forms and internal trackers where these are confirmed within the agreed service scope.
• Work across Beer and Soft Drinks activity, applying consistent support wherever equivalent processes currently operate differently.
• Partner with Customer Managers, Customer Support Managers, Channel Strategy & Operations, Finance and relevant SMEs to gather complete information and resolve exceptions quickly.
• Escalate missing information, process gaps and risks early, ensuring sales retains decision-making and approval accountability.
• Identify avoidable rework, duplicate requests, dual keying and opportunities to simplify, standardise or automate customer activity.
• Capture workload and benefit evidence to show where capacity has been released and where root-cause action is still required.
• Operate flexibly across customer teams as priorities and workload change, balancing service, pace, accuracy and business risk.
• Work with CSMs to develop a consistent cross channel wow & leading for best practice "What does great look like"
• Experience in a commercial, customer operations environment is preferred but not essential.
• Strong organisation and prioritisation skills, with the ability to manage multiple customer activities and deadlines.
• High attention to detail and a disciplined approach to data, systems, evidence and process compliance.
• Confidence working with customer plans, promotional information, trackers and recurring reporting inputs.
• Strong Excel and Microsoft 365 skills are essential, and experience of EPOS data or promotional planning tools would be advantageous.
• Clear written and verbal communication, with the ability to work effectively with Customer Managers, support teams, Finance and subject-matter experts.
• A practical improvement mindset, able to spot duplication, unnecessary handoffs, dual keying and opportunities to simplify or automate.
• Comfortable working across Beer and Soft Drinks processes and adapting to different customer requirements.
• Sound judgement on when to resolve an issue directly and when to escalare decisions, approvals or risks.
• A collaborative, service-led approach with the resilience to work at pace through integration and transformation activity.
• Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic's brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, poppi, Lipton Iced Tea and Rockstar Energy.
• ...
• With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot's servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed., This is an exciting time to join our newly formed business - with their incredible individual history's, innovation of products and some of the UK's most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.