International Beverage is a dynamic global drinks company, established in 2006 as the international arm of ThaiBev. We specialise in building distinctive, premium brands for global growth - led by our award‑winning Scotch whiskies and complemented by some of the world’s fastest‑growing beers, spirits and liqueurs.
Our portfolio includes Old Pulteney, Balblair and Speyburn single malt Scotch whiskies, Hankey Bannister blended Scotch whisky, Caorunn Gin, Phraya Rum, Larsen Cognac, The Reid Vodka and Cardrona Whisky.
Across blending, distilling, sales, marketing and our business support teams, our people bring expertise, passion and a commitment to living our values: Collaboration, Caring for Stakeholders and Creating Value.
We are proud to be recognised as a Great Place to Work - where people can grow, innovate, and thrive.
About The Role
As Customer Experience Lead you will manage the Customer Specialist and Support roles for your region. Taking ownership of the service relationship and providing a seamless service experience from receipt of order to delivery, in accordance with the defined SLA’s.
You will also support in the delivery of innovation and renovation projects and manage order demand in accordance with any RIRO activity.
Main Responsibilities
* Manage your regional team to ensure the right process and controls are in place to meet customer needs
* Work closely with Sales to understand customer priorities and develop an understanding of market trends and import requirements.
* Actively seek feedback from customers and act as the voice of the customer in daily IBHL operations.
* Hold regular customer review meetings in accordance with SLA’s to monitor depletions and gain market insights to anticipate future requirements.
* Responsible for ensuring CRM data accuracy at all times.
* Works closely with Demand Planning to manage order vs forecast variances and align with wider Supply Chain team.
* Use the forecast plan for your markets to anticipate and plan workload and help manage the launch and introduction of new SKU’s, or phase out of delisted SKU’s in a seamless manner.
* Initiates Change Requests for market mandatories, or SKU renovation changes as requested by customers.
* Ensures KPI’s are tracked and initiate improvement activity where relevant.
* Oversees relationship with Freight Service Providers to manage performance and drive improvement activity.
About You
* Experience in managing and developing teams
* Min 2-3 years experience in a customer facing role, preferably within FMCG
* Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods
* Knowledge of international freight and logistics practices
* Experience working with ERP (SAP advantageous) and CRM systems
* Experience of using Microsoft suite (Excel, Word, Powerpoint)
* Previous experience of using Power BI, SAP Analyser, or other reporting tools
* Engaging individual and confident working cross culturally
* Degree level qualification or equivalent
Package
* 35 days holiday
* Health cash plan
* Life assurance
* Product allowance and staff discount
* Early finish on Friday
We prioritize diversity, inclusion, and respect. We are committed to cultivating a workplace where differences are celebrated, and each individual feels heard and appreciated.
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