General Manager Continuous Customer Experience Improvement Logistics

Job Description

The CompanyA leading player in the Distribution sector.The RoleHelping our customers have a great experience is at the centre of everything for our client. They commit to provide a world class experience for customers through the channel of their choice. This role is dedicated to creating an exceptional customer experience and identifying opportunities to improve the customer journey to better serve customers. Using data, customer journey mapping tools and analytics to understand how customers are served and make recommendations on how to improve the end-to-end customer experience. You will lead customer journey improvement programmes to address customer pain points to deliver improvements.The Applicant You will own and influence the service roadmap globally and will continuously innovate and build new processes to better serve our customers.Having a customer centric obsession is key and a desire to affect change on behalf of the customer. A strong ability to influence senior stakeholders, strong project management and being analytical is essential.You will engage cross functional teams and design and embed new agile practices, take advantage of new technology capabilities and improve customer and commercial outcomes. Youll need a passion for continuous improvement, innovation, be curious, a strong communicator and enjoy challenging the status quo and thinking creatively to solve problems.Employee engagement will play a key part in success and there is a need to work with business leaders to ensure this happens.Customer centricity is your focus, and passion which means you have successfully lead projects with a measure of change.Having an excellent communication style and being a natural leader shows you can motivate, challenge and communicate above and beyond.The role will involve leading or coaching cross functional teams to drive initiatives that lead to improved customer satisfaction.About You• Strong analytical skills, excellent attention to detail and good business acumen• Self-starter who possesses flexibility to work in a fast-changing and complex environment• Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences.• Experience of driving a dedicated customer-centric culture in an operational environment.• A proven ability to analyse information from a range of sources to guide decision making and solve complex problems.• Strong project management and highly organised• Experience in facilitating customer experience improvements through the use of journey maps.• Experience of using professional process management practices in Lean and Six Sigma, including GEMBA, 5S and NPA.• Ability to influence and engage stakeholders and team members to reach common goals and develop strong working relationships throughout the business.• Highly organised and an ability to multi-task and prioritise with a can-do attitude, as you will be working on multiple tasks simultaneously.• Strong understanding of customer experience technology• Customer focused approach, with customer satisfaction being a core driver• Strong communication (written and verbal including numeracy) and listening skills• Previous experience in a Time Sensitive Logistics environment would be an advantage such as Sameday, Parcels or similar Express Delivery Service. Required skills

Continuous Improvement

Parcels

Senior Management

Six Sigma

customer centic

Keyskills :
Continuous Improvement Parcels Seni Management Six Sigma customer centic