- Delivering Complete's Customer Experience strategy strictly within area of responsibility and committing to active continuous improvement of the team and the division.
- Driving timely completion of scheduled tasks; daily, weekly and monthly.
- Creating and maintaining a professional working environment for and within the team.
- Strengthening the delivery of culture change guaranteeing, our customers' needs sit firmly at the heart of all thinking and decision making.
- Collaborate with the SLT to create and implement Customer Experience improvement plans and projects.
- Drive and embed the right set of metrics and targets to monitor performance and prioritise key areas of improvement with effective objectives and development planning.
- Governance of the customer experience team to provide clear instruction, coaching, training, and guidance to area of responsibility.
- Establish strong relationships with the team and with stakeholders to improve engagement and buy-in to improvement projects and plans.
- Motivate and inspire teams towards achieving aspirational goals and key Customer Experience measures.
- Creating meaningful customer and colleague interventions and interactions that are aligned to the overall Customer Experience
- Successful track record in people and customer management
- Proven track record of delivering an excellent Customer Experience
- Experience of working to tight deadlines, delivering change and performance outcomes
- Strong stakeholder management skills, with proven ability to build effective relationships and influence change at all levels.
- Ability to upskill teams quickly and efficiently.
- Upsell and cross sell through internal support function.
- Customer Experience project planning/ programme management
- Business development
- Team player and active networker, able to build relationships quickly to help get things done.
- Professional attitude and appearance.
- An exceptional communicator both verbally and written, with an ability to communicate clearly and coherently with all levels.
- A big thinker who can look outside of the box for solutions, while still able to stay aligned with the long-term plans and goals.
- An expert planner with a disciplined approach in turning initiatives in to business as usual.
- Resilient and focussed on getting things done in a changing environment.
- Familiar with workwear and PPE industry and product
- Office supplies industry experience
- Horizon back-office system knowledge
- Integrity
- Professional
- Measured
- People focussed
- Customer Experience focussed
- Sales through service focussed
- Flexible
- High level of organisational skills
Customer Experience Manager Workwear - Derby, United Kingdom - EVO Group
Description
Division: Complete Workwear Administration
Reports To: Systems and Process Manager
Based: Kingsway, Derby
Role Title: Customer Experience Manager
Contract: Fixed Term 12 month
Company Overview
In January 2023 Complete joined the EVO Group via acquisition. As a unified business stemming from great backgrounds we share an ambition to lead the business supplies marketplace.
EVO Group is a £660m group, and the largest multi-channel distributor of business supplies and services in the industry with unparalleled reach and experience in the UK, EVO Group provides sourcing, storage and fulfilment services to over 20,000 resellers, corporate organisations and direct customers through VOW, VOW RETAIL, Complete, Banner, Truline and Premier Vanguard.
The major product categories distributed by Complete include: Workwear, Interiors, Print, Office Essentials, Paper Supplies, Electronic Office Supplies, Facilities Supplies, Technology and Machines. Complete also carry VOW's own brand Q-Connect range and offer a wide range of business services including consolidated supply chain, solution selling, marketing initiatives, e-commerce solutions, business development programmes and logistics options.
Role Specification
Role Objective:
The Customer Experience Team Manager is responsible for revitalising the workwear team culture and delivering service from the end-to-end process across the different customer types, realising this into sales through service standards.
The Customer Experience Team Manager will drive the Customer Experience principles ensuring every customer intervention is focussed on developing the transaction into a meaningful interaction.
Team Managers will actively develop training programmes, coach, motivate and manage individuals within their respective team and the wider department, agreeing objectives and measures to deliver exceptional service, whilst controlling costs and maximising efficiencies.
Developing processes and measuring compliance is an essential element of the management expectation
The successful candidate will ensure relevant and effective SLA's and KPI's are analysed and achieved in line with business objectives.
Our Divisional management teams will work in conjunction to ensure seamless production and any overlap will be managed efficiently and professionally at all times.
Summary of Role Responsibilities:
Person Specification
QUALIFICATIONS/EXPERIENCE
Essential
Desirable
SKILLS/ ABILITIES
Essential
Desirable
DISPOSITION