Head of Customer Experience

Job Description

We currently have an exciting opportunity for a Head of Customer Experience to join our team based in Warwick. Joining us on a full time, permanent basis, you will receive a competitive salary of £45,000 - £55,000 per annum depending on experience, plus excellent benefits.About us:We are engineers and manufacturers of specialist blinds. Our mission is to improve façade performance and contribute to inspirational, sustainable architecture. Our team of 30 people work internationally on some of the world’s most prominent construction projects.Innovation, Precision, and Trust - these are the values that drive us and make Guthrie Douglas a company where you can thrive and grow.As our Head of Customer Experience, you will generate repeat business by ensuring that we provide excellent customer service. You will manage the Customer Services Team, creating a high-performance team environment where our people thrive, and making it your personal mission to ensure that Guthrie Douglas has a reputation for always delivering for our customers.Reporting to the Managing Director, you will possess the necessary drive, enthusiasm and tenacity to work alongside the senior management team to take the business to the next stage of its development. Results driven, with an open and approachable management style, you will be comfortable growing your team to reach their potential and developing relationships with senior people across our extensive international customer base.Responsibilities as ourHead of Customer Experience will include:- Managing, coaching, and developing the Customer Services team (6 direct reports)- Generating repeat business through excellent customer communication and precise delivery of customer requirements- Exceeding customer expectations and improve our margins through efficient management of team workload- Helping other GD teams meet their objectives through clear communication and consistent delivery- Building relationships with key customers & suppliers- Maintaining & improving customer services processes including ERP related processes- High level management of complaints including agreement of commercial resolutions- Ownership and improvement of Customer service tools such as price lists and datasheets- Ensuring that customer orders are processed efficiently and accurately, providing excellent service communication to the customer- Managing the Production Schedule, ensuring that materials are ordered in time and that changing customer priorities are reflected in production activity- Getting directly involved with Customer Services Team workload when required- Reporting KPIs and other management information to the DirectorsWhat we’re looking for in ourHead of Customer Experience:Essential:- Managing and developing a team of at least 3 people- Proven track record of achievement in a B2B Customer Service environment- Leading change and improvement initiatives- Proven track record of achievement in a Customer Service environment- Working in a technical environment (Production, Engineering, Manufacturing or Construction- Excellent Communication skills – both written and verbal- Strong organisational skills and the ability to manage and prioritise a busy and varied workloadDesirable:- Working within a construction products environment- Technical understanding of engineering or construction- Ruction, especially facades, shading or building automation- Understanding of procurement and logistics practices- Managing people and leading change in an SME environment- Working with ERP (preferably Microsoft Navision) & CRM systems- Second language (preferably German, French, Russian or Mandarin)What will we offer you in return- Pension (min. 2% EE’s & 5% ER’s contributions)- Life assurance- Company bonus scheme- 31 days holiday p.a., subject to a six-month qualifying period- Cycle to work scheme- Employee Assistance SchemeIf you feel you have the skills and experience to join us as our Head of Customer Experience, then please click apply now! We’d love to hear from you.