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
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