Office / Customer Experience Manager - Belfast

Brenntag; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading chemical distribution company is seeking an experienced office / Customer Experience Manager for its depot in Belfast. In this role, you will manage customer service and administrative teams to enhance operational efficiency and customer experience. Ideal candidates will have a strong leadership background, solid understanding of customer experience methodologies, and excellent communication skills. This position offers a dynamic work environment focused on delivering exceptional service and achieving business objectives.

Qualifications

• Previous experience in a management role, preferably in a customer-focused environment.
• Understanding of customer experience methodologies in a B2B context.
• Strong leadership skills with a proactive approach.

Responsibilities

• Lead Customer Service and Admin teams to deliver office processes.
• Implement a customer experience improvement plan.
• Review business reports and system administration.
• Comply with company safety policies.

Skills

People management

Customer experience methodologies

Commercial acumen

Strong organization skills

Communication skills

Job description

We have a great opportunity for a office / Customer Experience Manager at our depot in Belfast

About the role

As a member of the Depotsenior management team deliver effective management and control of all relevantdirect & indirect office staff (direct - stock / purchasing / business support, and indirect - credit control) / processesand controls, and lead CX activities, inline with the overall business processes and procedures to ensure targets andobjectives are delivered on a consistent basis.

As a depot CX Manager, it is your responsibility to

• Lead both the Customer Service and Admin teams (stock / purchasing / credit control) in delivering the day-to-day office processes in line with Company procedures.
• Be responsible for ensuring that standard office procedures (financial / Admin / HR / etc) are applied and are working efficiently & effectively.
• Deliver Appraisals, training and developing staff.
• To work with strategic direction, lead and implement a customer experience improvement plan.
• Define and measuring long-term success through customer engagement and retention.
• Define and managing customer feedback loops, leveraging CX data to inform engagement strategies.
• Continuously challenging each department to improve quality and collaborative efforts to deliver exceptional results.
• Grow relationships with clients, to include ongoing communication / meetings and maintaining a close dialogue with them about their priorities.
• Lead projects, responsible for the development and delivery of high-profile insights and recommendations for CX, UX, & Customer Journeys.
• Develop the team and their CX & commercial knowledge and performance - promoting improvements and capabilities to embed our Customer Experience Strategy into our narrative.
• Review business reports and complete relevant system administration aligned to sales order processing ensuring cost, pricing and subsequent gross Margin are correct for invoicing.
• Analysis of on time in full data to devise and delver improvements.
• Regularly providing reports to General / Regional Manager, agreeing remediably action where required.
• Undertake any reasonable tasks or duties assigned by the General / Regional Manager from time to time, related to the effective and efficient performance of the job, and providing they are within the post holders skills and ability.
• Comply and promote all statutory and company safety policies and instigate work practices, which results in a safe and healthy workplace.

As the successful candidate, you will

• Have previous experience of working within a management role, preferably have extensive experience in a Customer Services / Office Management focused environment.
• Understand of Customer Experience Methodologies and Application in a B2B environment preferable.
• Have strong people management & leadership skills, with pro-active approach and ability to motivate staff to deliver objectives.
• Have good commercial acumen, developing and maximising within a profit driven environment.
• Have strong organisation of day-to-day office for the depot.
• Have excellent communication skills, ability to build key relationships with both internal and External Customer