Off-Trade Customer Support Lead

Carlsberg Group; Hemel Hempstead; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Monthly product allowance

Private Medical options

Life Assurance

Company bonus scheme

Access to 24/7 GP services

Enhanced pension contribution

High street discounts

Job summary

Carlsberg Britvic is seeking a Customer Support Manager for Hemel Hempstead, combining in-office presence with field collaboration. The role focuses on supporting Off Trade Sales teams, handling promotional administration, plans, and system inputs to streamline customer activity.

You will work with cross-functional teams to consolidate information, resolve exceptions quickly, and improve processes while maintaining strong customer service standards.

Qualifications

• 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.
• Clear written and verbal communication, with the ability to work effectively with Customer Managers, support teams, Finance and SMEs.

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 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 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”

Skills

Excel

Communication

Organisation

Attention to detail

Tools

EPOS data

Promotional planning tools

Job description

Carlsberg Britvic is seeking a Customer Support Manager for Hemel Hempstead, combining in-office presence with field collaboration. The role focuses on supporting Off Trade Sales teams, handling promotional administration, plans, and system inputs to streamline customer activity.

You will work with cross-functional teams to consolidate information, resolve exceptions quickly, and improve processes while maintaining strong customer service standards.