Customer Success Manager - Digital

About the role

Customer Success Manager - Maternity Cover - Fixed Term Contract 9-12 months

The Customer Success & Loyalty team is dedicated to optimising and transforming aspects of the customer journey, from initial acquisition through to long-term retention. The Customer Success Manager role is responsible for ensuring that interactions and touchpoints throughout the customer journey are optimised, satisfying and fully intuitive. The role will work cross-functionally to identify and track opportunities to improve the digital customer journey and ensure customer success, from acquisition, all the way throughout the customer life cycle.

Being a team player and working closely with the independent sales team and their customer base will be a key component to the role. Staying curious, challenging the status quo, developing solutions and creative thinking to continuously improve conversion rates along the customer journey to deliver a market leading digital customer experience is fundamental to ensure successful optimisation that drives customer conversion, through a compelling, data-driven, and insightful approach.

• Work cross-functionally to fully explore the stages throughout the customer journey to define the current customer experience.
• Monitor customer engagement signals and proactively collate different data sources to recommend insight-driven actions.
• Identify what could be done differently to remove friction for our customers during their digital journey experience.
• Lead the digital onboarding process for independent customers by working closely with the independent sales teams.
• Lead primary and secondary customer research approaches to understand what competitors are doing in the marketplace.
• Day‑to‑day management of projects to ensure they are achieved on time, reporting updates to line manager.

Our journey began back in 1929. Since then, we’ve continued to build a strong and resilient business with a great future. It's why we believe we’re the best food service provider in the country.

We want your career with us to be as rewarding as possible. So, you’ll get lots in return for your hard work. That includes benefits that can support your wellbeing and financial security, and give you peace of mind.

• 25 days holiday (plus bank holidays) as a minimum and the opportunity to buy more
• A pension – contribute 4% and we’ll match you (after year 1, we’ll match your contributions up to 6%).
• Life cover that you can increase.
• Access to confidential support and counselling, when you need it.
• A health plan that gives you money back on everyday medical costs for all the family, as well as access to a digital GP.

• Exclusive range of high street discounts including cinema, tech, travel, fashion, food and drink.
• Get paid as you earn – access to up to 20% of your pay before payday.
• Opportunity to buy dental cover and critical illness cover.

We’re on a journey towards creating the best possible workplace. We’ve got some way to go, but we’re building a diverse and caring workforce. One that’s filled with forward‑thinking people who each bring unique talents and skills. So whatever your life experience, we want you to join us – and you really can come as you are!