Regional Customer Experience Manager

vor 3 Wochen

Essen, Nordrhein-Westfalen, Deutschland Brenntag Vollzeit

As a Regional Customer Experience Manager at Brenntag, you will play a crucial role in delivering exceptional customer experiences across the Central Region. Your primary responsibility will be to identify and implement improvements to customer touchpoints, ensuring seamless interactions and fostering strong relationships with our customers.

Main Responsibilities:

  • Ownership of all local VOC metrics, including NPS, CSAT, CES & Issue Resolution scores.
  • Performance management - monitor relevant metrics to identify important issues and trends. Working with stakeholders to deep dive and engineer proactive solutions
  • Provide ongoing coaching and support to frontline staff to ensure consistent adherence to Service Excellence standards
  • Create, engage, and motivate colleagues through the publication of regular metric reporting
  • Develop a deep understanding of customer outcomes across all dimensions in our marketplace, through the eyes of colleagues, customers, and suppliers
  • Deliver through others - plan, coordinate and govern workstreams. Manage relationships and collaborate with teams across the business, including local markets and regional teams, to identify areas of improvement that deliver impactful projects
  • Discover, propose, and implement improvements to customer touchpoints
  • Support the Sales & Business Development Director (Central) within commercial excellence initiatives.

Requirements:

  • 3+ years of experience working in a fast-paced and project-based organisation
  • Ability to inspire, motivate, and manage yourself, and those around you
  • Proven experience in customer service, customer experience management, or related roles
  • Strong analytical skills with the ability to collect, analyse, and interpret customer feedback data
  • Excellent written and verbal communication skills (german and english), with the ability to communicate complex concepts effectively
  • A deep desire to solve real-world problems in a global B2B organisation

Desirable Skills:

  • MS Office Suite
  • Qualtrics/VOC platforms
  • Salesforce/SAP/CRM/ERP

Our Offer:

  • Exciting professional tasks and challenges in a diverse and secure working environment with the world market leader in the chemical distribution industry and DAX listed company
  • Arrange your working hours and breaks flexible via your flextime account; Thanks to our company's internal regulation on mobile working, your professional and private life can be combined even better
  • Our personalized onboarding program, guarantees that you will be off to a quick start
  • A competitive remuneration package, including holiday pay and a Christmas bonus, awaits you
  • Take advantage of our company-sponsored pension scheme
  • Benefit from free employee parking and convenient transport connections ticket
  • Our 'House of Elements' offers modern and ergonomic workplaces, an award-winning company restaurant, and a selection of complimentary coffee varieties
  • Your well-being is very important to us: Take advantage of our preventive health care offers, running groups, and yoga courses, and enjoy 30 relaxing days of holiday per year
  • Stay fit and do your bit for the environment at the same time: Lease your dream bike conveniently via Brenntag

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