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For Companies At a Glance
- Tasks: Lead a team to enhance customer experience and manage service relationships.
- Company: Join International Beverage, a dynamic global drinks company with premium brands.
- Benefits: Enjoy 35 days holiday, health cash plan, and flexible working options.
- Other info: Engage in charity activities and become a brand ambassador with exciting travel opportunities.
- Why this job: Make a real impact in a supportive and innovative workplace culture.
- Qualifications: Experience in customer-facing roles and team management is essential.
The predicted salary is between 40000 - 50000 £ per year.
About International Beverage
International Beverage is a dynamic global drinks company, established in 2006 as the international arm of ThaiBev. We specialise in building distinctive, premium brands for global growth - led by our award‑winning Scotch whiskies and complemented by some of the world’s fastest‑growing beers, spirits and liqueurs. Our portfolio includes Old Pulteney, Balblair and Speyburn single malt Scotch whiskies, Hankey Bannister blended Scotch whisky, Caorunn Gin, Phraya Rum, Larsen Cognac, The Reid Vodka and Cardrona Whisky.
Across blending, distilling, sales, marketing and our business support teams, our people bring expertise, passion and a commitment to living our values: Collaboration, Caring for Stakeholders and Creating Value. We are proud to be recognised as a Great Place to Work - where people can grow, innovate, and thrive.
About The Role
As Customer Experience Lead you will manage the Customer Specialist and Support roles for your region. Taking ownership of the service relationship and providing a seamless service experience from receipt of order to delivery, in accordance with the defined SLA’s. You will also support in the delivery of innovation and renovation projects and manage order demand in accordance with any RIRO activity.
Main Responsibilities
- Manage your regional team to ensure the right process and controls are in place to meet customer needs.
- Work closely with Sales to understand customer priorities and develop an understanding of market trends and import requirements.
- Actively seek feedback from customers and act as the voice of the customer in daily IBHL operations.
- Hold regular customer review meetings in accordance with SLA’s to monitor depletions and gain market insights to anticipate future requirements.
- Responsible for ensuring CRM data accuracy at all times.
- Work closely with Demand Planning to manage order v forecast variances and align with wider Supply Chain team.
- Use the forecast plan for your markets to anticipate and plan workload and help manage the launch and introduction of new SKU’s, or phase out of delisted SKU’s in a seamless manner.
- Initiate Change Requests for market mandatories, or SKU renovation changes as requested by customers.
- Ensure KPI’s are tracked and initiate improvement activity where relevant.
- Oversee relationship with Freight Service Providers to manage performance and drive improvement activity.
About You
Essential
- Experience in managing and developing teams.
- Min 2-3 years experience in a customer facing role, preferably within FMCG.
- Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods.
- Knowledge of international freight and logistics practices.
- Experience working with ERP (SAP advantageous) and CRM systems.
- Good presentation skills.
- Experience of using Microsoft suite (Excel, Word, Powerpoint).
- Previous experience of using Power BI, SAP Analyser, or other reporting tools.
- Engaging individual and confident working cross culturally.
Desirable
- Degree level qualification or equivalent.
- Language skills advantageous.
Package
- 35 days holiday.
- Attractive pension.
- Health cash plan.
- Life assurance.
- Product allowance and staff discount.
- Flexible working.
- Early finish on Friday.
Why International Beverage
At International Beverage, we take pride in fostering a workplace culture that goes beyond the ordinary. Our commitment to employee well-being is reflected through our Employee Assistance Program (EAP), providing comprehensive support for personal and professional challenges. Enjoy the convenience of free parking and take advantage of our cycle-to-work scheme, encouraging a healthy and sustainable commute. We prioritise your health with a range of well-being initiatives and ensure our employees are valued through offering the Real Living Wage. At the heart of our corporate social responsibility, engage in meaningful charity and volunteering activities, contributing to the communities we serve. Become a brand ambassador through our exciting program, offering opportunities to travel and participate in exclusive events. Join us at International Beverage, where every day is an opportunity to make a difference, and our brand events exemplify why it's truly great to work with us.
We prioritise diversity, inclusion, and respect. We are committed to cultivating a workplace where differences are celebrated, and each individual feels heard and appreciated. We believe in keeping it simple: diversity is our strength, inclusion is our culture and, respect is our foundation.
Customer Experience Lead in Airdrie employer: International Beverage
Contact Detail:
International Beverage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead in Airdrie
✨Tip Number 1
Get to know the company inside out! Research International Beverage's brands and values so you can speak their language during interviews. Show us that you're not just another candidate, but someone who genuinely connects with what we do.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn to get the inside scoop on the company culture and expectations. This will help you tailor your approach and make a lasting impression when you apply through our website.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Experience Lead. We want to hear about your team management skills and how you've tackled customer challenges in the past.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Remind us why you're the perfect fit for the Customer Experience Lead position and keep the conversation going!
We think you need these skills to ace Customer Experience Lead in Airdrie
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer experience and how you can contribute to our team.
Tailor Your CV: Make sure your CV is tailored to the Customer Experience Lead role. Highlight relevant experience, especially in managing teams and customer-facing roles, so we can see how you fit into our dynamic environment.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to customer service!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at International Beverage
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience management. Brush up on how to create seamless service experiences and be ready to discuss your previous successes in managing customer relationships.
✨Showcase Your Team Management Skills
Be prepared to talk about your experience in managing and developing teams. Share specific examples of how you've motivated your team to meet customer needs and improve service delivery.
✨Understand the Market Trends
Research the latest trends in the FMCG sector, especially related to beverages. Be ready to discuss how these trends can impact customer priorities and how you would adapt strategies accordingly.
✨Demonstrate Your Data Savvy
Since CRM data accuracy is crucial for this role, come equipped with examples of how you've used data to drive decisions. Familiarise yourself with tools like Power BI or SAP Analyser, and be ready to explain how you’ve leveraged them in past roles.