Digital Customer Service Manager

DirectiveCommunication International; Hemel Hempstead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the beverage industry is seeking a Digital Customer Service Manager. This role is pivotal in developing customer service excellence and involves driving digital-first customer interactions. Ideal candidates will have extensive experience in customer service, leadership skills, and a solid understanding of digital solutions to enhance customer experience.

Benefits

Company bonus scheme

Life Assurance

Access to 24/7 GP services

Company pension contribution

Generous holiday including bank holidays

High street discounts

Qualifications

• Extensive customer services experience in FMCG.
• Operational experience with digital first solutions.
• Ability to drive improvement and maintain high standards.

Responsibilities

• Drive excellence in customer service across channels.
• Promote self-service customer touchpoints.
• Analyze data for continuous improvement.

Skills

Customer Service Excellence

Data Analysis

Leadership

Digital Solutions

Job description

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Job Title: Digital Customer Service Manager

Location: Wolverhampton

Job Length: Permanent Full Time

Competitive Salary With Extensive Benefits

Product allowance alcoholic & non alcoholic choices

Company bonus scheme

Life Assurance

Access to 24/7 GP services

Company pension contribution

Generous holiday (inc bank holidays & trading)

Access to a range of high street discounts

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 Britvics brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Ice Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 6 production facilities and 16 logistics depots 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.

Role Responsibilities

If you are interested in joining our journey, we are now recruiting for aDigitalCustomer Service Manager.Reporting to theHead of Customer Service,this role will play a key part of our success journey, and you will have the opportunity to be involved in the following:

Drive excellence in end-to-end customer service across of On Trade and Off Trade channels

A digital first focus, promoting self-service customer touchpoints in collaboration with digital solutions and marketing

Continuous improvement via quarterly review of customer service standards, operations and team development

Build and enhances relationships, processes, and information flows with key internal and external stakeholders

Establish and execute performance and productivity standards of the team

Contribute to a high-performance culture with high levels of personal accountability, ownership and focus on Carlsbergs Growth Principles

Balance cost to serve with Customer Service improvement delivering an appropriate digital first strategy

Experience And Key Attributes

Extensive Customer Services experience, ideally in an FMCG industry and across multiple routes to market

Operational experience with digital first solutions and customer service funnel to improve cost to serve

Data & insights driven; analysing and seeking continuous improvement and opportunities to enhance customer experience

Intra-departmental and cross-functionally aware; build relationships with key stakeholders and ensure timely, reliable, flows of information

Experience of inspiring large teams building talent, motivation, and capability of the organisation whilst motivating and leading teams

Able to identify and drive improvement bringing clear focus and setting high standards of execution right through to customer

Decisive, proactive, and ability to delegate and validate tasks

Diplomacy to handle customer query escalation and internal stakeholder conversations

Strong leadership skills, driven by achieving/exceeding predetermined company targets and KPIs and holding team to account when performance dips

Digitally curious and up to date with external Customer Service trends to challenge current ways of working

This is an exciting time to join our newly formed business with their incredible individual historys, innovation of products and some of the UKs 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.

Interested in finding out more? Apply today and a member of the recruitment team will be in touch!

Application Process

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.

We look forward to receiving your application.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Administrative and Support Services

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