Customer Experience Manager Workwear

Division: Complete Workwear Administration                      

Reports To: Systems and Process Manager        

Based: Kingsway, Derby

Role Title: Customer Experience Manager          

Contract: Fixed Term 12 month              

Company Overview

In January 2023 Complete joined the EVO Group via acquisition.  As a unified business stemming from great backgrounds we share an ambition to lead the business supplies marketplace.

EVO Group is a £660m group,  and the largest multi-channel distributor of business supplies and services in the industry with unparalleled reach and experience in the UK, EVO Group provides sourcing, storage and fulfilment services to over 20,000 resellers, corporate organisations and direct customers through VOW, VOW RETAIL, Complete, Banner, Truline and Premier Vanguard.

The major product categories distributed by Complete include: Workwear, Interiors, Print, Office Essentials, Paper Supplies, Electronic Office Supplies, Facilities Supplies, Technology and Machines.  Complete also carry VOW’s own brand Q-Connect range and offer a wide range of business services including consolidated supply chain, solution selling, marketing initiatives, e-commerce solutions, business development programmes and logistics options.

Role Specification

Role Objective:

The Customer Experience Team Manager is responsible for revitalising the workwear team culture and delivering service from the end-to-end process across the different customer types, realising this into sales through service standards.

The Customer Experience Team Manager will drive the Customer Experience principles ensuring every customer intervention is focussed on developing the transaction into a meaningful interaction.

Team Managers will actively develop training programmes, coach, motivate and manage individuals within their respective team and the wider department, agreeing objectives and measures to deliver exceptional service, whilst controlling costs and maximising efficiencies.

Developing processes and measuring compliance is an essential element of the management expectation

The successful candidate will ensure relevant and effective SLA’s and KPI's are analysed and achieved in line with business objectives.

Our Divisional management teams will work in conjunction to ensure seamless production and any overlap will be managed efficiently and professionally at all times. 

Summary of Role Responsibilities:

• Delivering Complete’s Customer Experience strategy strictly within area of responsibility and committing to active continuous improvement of the team and the division.
• Driving timely completion of scheduled tasks; daily, weekly and monthly.
• Creating and maintaining a professional working environment for and within the team.
• Strengthening the delivery of culture change guaranteeing, our customers’ needs sit firmly at the heart of all thinking and decision making.
• Collaborate with the SLT to create and implement Customer Experience improvement plans and projects.
• Drive and embed the right set of metrics and targets to monitor performance and prioritise key areas of improvement with effective objectives and development planning.
• Governance of the customer experience team to provide clear instruction, coaching, training, and guidance to area of responsibility.
• Establish strong relationships with the team and with stakeholders to improve engagement and buy-in to improvement projects and plans.
• Motivate and inspire teams towards achieving aspirational goals and key Customer Experience measures.
• Creating meaningful customer and colleague interventions and interactions that are aligned to the overall Customer Experience

Person Specification

QUALIFICATIONS/EXPERIENCE

Essential

• Successful track record in people and customer management
• Proven track record of delivering an excellent Customer Experience
• Experience of working to tight deadlines, delivering change and performance outcomes
• Strong stakeholder management skills, with proven ability to build effective relationships and influence change at all levels.
• Ability to upskill teams quickly and efficiently.
• Upsell and cross sell through internal support function.

Desirable

• Customer Experience project planning/ programme management
• Business development

SKILLS/ ABILITIES

Essential

• Team player and active networker, able to build relationships quickly to help get things done.
• Professional attitude and appearance.
• An exceptional communicator both verbally and written, with an ability to communicate clearly and coherently with all levels.
• A big thinker who can look outside of the box for solutions, while still able to stay aligned with the long-term plans and goals.
• An expert planner with a disciplined approach in turning initiatives in to business as usual.
• Resilient and focussed on getting things done in a changing environment.

Desirable

• Familiar with workwear and PPE industry and product
• Office supplies industry experience
• Horizon back-office system knowledge

DISPOSITION

• Integrity
• Professional
• Measured
• People focussed
• Customer Experience focussed
• Sales through service focussed
• Flexible
• High level of organisational skills

DIVERSITY AND ANTI-DISCRIMINATION STATEMENT

It is our people that make us successful and so we are committed to making evo an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion.  evo expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

evo are proud to be a ‘Disability Confident’ accredited employer.  We have a strong CSR and ESG ethos which is reflected in our Company values and the work we do.

NOTE:       The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.