Manpower are currently seeking an interim Customer Collaboration Manager to work with our global FMCG client, Elida Beauty, renowned for brands such as TIGI, VO5, Toni & Guy, and Brylcreem, and become an integral part of their fast-paced FMCG environment.
The position is based in Holborn, London. This is a full-time temporary role for 6 months (with the potential for extension), requiring 37.5 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £61,000 per annum, pro rata, depending upon experience.
The role currently offers a mix of remote and onsite working, subject to adjustment based on business requirements.
We are looking for an experienced customer facing lead who has a very strong growth mindset and a can-do culture of doing what it takes to win. We’re looking for someone who thrives in balancing brand, consumer, customers, with the ambition to deliver a substantial step up in profitable growth of the current perimeter.
As the Customer Collaboration Manager, you will play a crucial role in the customer relationship management, issue resolution, order to cash process management and ensuring that you are supporting the commercial strategy and vision with the right cost to serve model. Your first priority will be ensuring Excellent customer service to our customers.
Key Accountabilities
* E2E execution of Customer Service Team Strategy for all the key customers in your market
* Collaborate with CD teams to ensure seamless order management and delivery processes
* Support Order to Cash process to ensure all customer requirements are fulfilled aligned with internal business plans
* Executes Joint Business Plans and speedy issue resolution with Customers.
* Responsible to deliver excellent service to all our customers
* Owns and monitors Service Level reporting, loss reason assignment and continuous improvement
* First point of contact to customer order processing teams related to day-to-day operations
* Works closely with Customer Service Control Tower teams for capability development, reporting and agility
* Works closely with Warehousing and Logistics teams for on time customer deliveries
* Support process hygiene and lead technology transformation where relevant
Key Requirements
* Previous experience in customer relationship management, issue resolution, order to cash process management and ensuring that you are supporting the commercial strategy and vision with the right cost to serve model.
* Ability to lead remote teams in different geographical locations.
* Demonstrated conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills
* Ability to multi-task, meet tight deadlines and work under pressure with autonomy
* The ability to effectively lead and engage cross functional global teams and a willingness to take responsibility and accountability
* Demonstrated self-starter with the ability to deliver results in a lean, agile organization and able to adapt to changing priorities
* Strong Excel Skills
* Experience with SQL and/or Power BI a plus
Additional Information
Some occasional EU travel required (approximately once per quarter)
Holborn working environment:
* Bike Storage
* Café
* Kitchen & Communal Areas
* Complimentary Tea & Coffee
* Complimentary Fruit & Biscuits
* Gym Facilities