Customer Experience Manager

About the role

As a leader within the Commercial Sales department, you will manage a team of Account Coordinators that is responsible for the demand fulfillment of our export business partners, including the Middle & Far East and the Americas. Working closely with customers, our B2B sales team and internal supply chain contacts, you will strive to deliver excellent service level standards and an ongoing programme of continuous improvement and cost management.

In a fast growing part of the Waitrose business, you will need to develop the capabilities of your team to further their development and enhance the value added to our business relationships.

At a glance:

• Salary: £50,700. per annum based on skill and experience
• Contract type: This is a permanent position
• Hours and location of the role:
  • 35 hours per week
  • Your home location will be our Bracknell Head Office
  • The Partnership has adopted a hybrid working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. You will need to be able to be present in the office 3 days a week to connect and attend key meetings

Key responsibilities:

• Leadership & People Management: Recruit, mentor, and lead the Operational Team, driving engagement professional development to ensure high standards of performance
• Work closely with Business Leads and Business Managers and manage 3rd party relationships
• Operational Excellence: Oversee third-party operational interfaces and customer service delivery, maintaining adherence to agreed SLAs and KPIs
• Financial Management: Manage all financial invoicing for B2B transactions, including the accurate processing of credit and finance settlements
• Be responsible for financial integrity and ensure all finance processes and audits are delivered to Partnership requirements
• Continuous Improvement: Identify and present strategic recommendations to the B2B Operational Development team and wider business stakeholders to streamline project-reliant interfaces and processes
• Change Management: Negotiate and implement new ways of working. You will assess the impact of proposed changes and provide data-driven recommendations to mitigate risks
• Customer Success: Capture and analyse customer requirements to evolve service offerings. Act as an escalation point to successfully resolve complex customer complaints
• Be responsible for the reporting of sales numbers and leading the BTA process with the Account Management team as required

Key competencies:

• Stakeholder Management: Ability to influence and engage internal and external partners
• Identify who is impacted by or involved in your goals/objectives and therefore who is key to achieving the desired successful outcomes. Understands the motivations and priorities of these stakeholders and takes these into account in order to build and manage sustainable relationships. Can anticipate potential challenges stakeholders may bring and puts plans in place to achieve collaboration
• Financial Acumen: Proficiency in managing business transactions and settlements
• Analytical Thinking: Skills in identifying process inefficiencies and designing scalable solutions
• Developing Teams & Others: Builds high performing teams through integrating a diversity and blend of skills and personalities and supporting a trust based environment. Empowers the team to achieve success with a shared sense of purpose and clarity on team goals
• Is a specialist in people, being fully inclusive in identifying potential and talent in others. Enables and empowers Partners to grow and develop in capability and knowledge to build their confidence, whilst making no assumptions about their capability. Supports Partners in their career aspirations to do more, do different, do better. Is adept at using their judgement confidently when it comes to holding regular performance conversations with Partners
• Empowering others: Shares own vision with others in a compelling way to enable an environment of stretch and challenge balanced with support so they can act and deliver success for you with freedom and without micromanagement
• Relationship Centred Communication: Interacts with…