Digital Customer Service Manager

Location: Wolverhampton, GB

Entity / company: Carlsberg Marston's Brewing Company

Job Length: Permanent – Full Time

Competitive Salary with extensive benefits:

• Product allowance – alcoholic & non-alcoholic choices
• Company bonus scheme
• Access to 24/7 GP services
• Company pension contribution
• Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic's brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Ice Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 6 production facilities and 16 logistics depots servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.

Reporting to the Head of Customer Service, this role will play a key part of our success journey, and you will have the opportunity to be involved in the following:

Role Responsibilities:

• Drive excellence in end-to-end customer service across On Trade and Off Trade B2B channels
• A digital first focus, promoting self-service customer touchpoints in collaboration with digital solutions and marketing
• Continuous improvement via quarterly review of customer service standards, operations and team development
• Build and enhance relationships, processes, and information flows with key internal and external stakeholders
• Establish and execute performance and productivity standards for the team
• Contribute to a high-performance culture with high levels of personal accountability, ownership and focus on Carlsberg's Growth Principles
• Balance cost to serve with Customer Service improvement – delivering an appropriate digital first strategy

Experience and Key Attributes:

• Extensive B2B Customer Services experience, ideally in an FMCG industry and across multiple routes to market
• Operational experience with digital first solutions and customer service funnel to improve cost to serve
• Data & insights driven; analysing and seeking continuous improvement and opportunities to enhance customer experience
• Intra-departmental and cross-functionally aware; build relationships with key stakeholders and ensure timely, reliable flows of information
• Experience of inspiring large teams – building talent, motivation, and capability of the organisation whilst motivating and leading teams
• Able to identify and drive improvement – bringing clear focus and setting high standards of execution right through to customer
• Decisive, proactive, and ability to delegate and validate tasks
• Diplomacy to handle customer query escalation and internal stakeholder conversations
• Strong leadership skills, driven by achieving/exceeding predetermined company targets and KPIs and holding team to account when performance dips
• Digitally curious and up to date with external Customer Service trends to challenge current ways of working

This is an exciting time to join our newly formed business – with their incredible individual histories, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.

Interested in finding out more? Apply today and a member of the recruitment team will be in touch!

Application Process:

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible. We look forward to receiving your application.

CMBC is a new company, fuelled by highly engaged, empowered and passionate employees who will go above and beyond to deliver best in class customer service and help grow our portfolio of brands and business. With their entrepreneurial spirit, these employees take personal accountability and initiative to act and find solutions. Our employees work hard and have fun, enjoying supportive relationships that extend across the whole business.