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For Companies At a Glance
- Tasks: Lead a team to enhance customer experience and manage service relationships.
- Company: Dynamic global drinks company known for premium brands and a great workplace culture.
- Benefits: 35 days holiday, attractive pension, health cash plan, and flexible working.
- Other info: Engage in charity activities and enjoy opportunities for travel and brand events.
- Why this job: Make a real impact in a vibrant industry while developing your career.
- Qualifications: Experience in team management and customer-facing roles, preferably in FMCG.
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 vs 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 employer: International Beverage
Contact Detail:
International Beverage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their values and how they align with your own. This will help you show that you're not just a fit for the role, but also for the company culture.
✨Tip Number 3
Practice your pitch! Be ready to explain why you're the perfect Customer Experience Lead. Highlight your experience in managing teams and your knowledge of customer needs in the FMCG sector. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at International Beverage.
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Lead role. Highlight your experience in managing teams and customer-facing roles, as well as any relevant knowledge of FMCG and logistics. We want to see how you fit into our dynamic culture!
Showcase Your Skills: Don’t forget to mention your skills with CRM systems and ERP software like SAP. If you've got experience with data accuracy and reporting tools, let us know! We love candidates who can bring their tech-savvy side to the table.
Be Authentic: We value authenticity, so be yourself in your application. Share your passion for customer service and how you’ve made a difference in previous roles. We’re looking for someone who can genuinely connect with our customers and team!
Apply Through Our Website: For the best chance of success, make sure to apply through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at International Beverage
✨Know Your Customer Experience
Make sure you understand the key responsibilities of the Customer Experience Lead role. Familiarise yourself with how International Beverage prioritises customer feedback and service relationships. Be ready to discuss your previous experiences in managing customer-facing roles and how you've improved customer satisfaction.
✨Showcase Your Team Management Skills
Since this role involves managing a regional team, prepare examples of how you've successfully developed and led teams in the past. Highlight any specific strategies you've used to motivate your team and ensure they meet customer needs effectively.
✨Demonstrate Your Industry Knowledge
Brush up on your knowledge of FMCG, international freight, and logistics practices. Be prepared to discuss HMRC requirements and how they relate to the storage and movement of goods. This will show that you’re not just a people person but also have the technical know-how for the role.
✨Prepare for Data-Driven Discussions
As the role requires ensuring CRM data accuracy and tracking KPIs, be ready to talk about your experience with ERP and CRM systems. If you’ve worked with tools like Power BI or SAP Analyser, share specific examples of how you’ve used data to drive improvements in customer experience.