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Head of Customer Experience UK

Head of Customer Experience UK
Flexible - Home based 60%/40% travel
£Excellent + bonus + benefits
Ref: 02/864

Sika AG, a CHF 8 billion t/o p.a. Swiss Market Index (SMI) listed company, is a globally active speciality chemicals company offering a comprehensive range of products including waterproofing systems, sealing, bonding and speciality mortars etc. across many construction and associated sectors. The business employs over 1000 people in the UK across 4 legal entities: Sika,  Everbuild Building Products, Incorez and Enewall.  This is an exceptional,  newly created opportunity, for a dynamic visionary who is able to create and deliver strategic plans to enhance the whole customer experience in a high volume, fast-paced, multiple SKU manufacturing business.

Reporting to the UK Operations Director, you will be directly responsible for the management, motivation, training and development of 2 Customer Service Managers and their teams, (c50 people), a Business Process Manager and a Sales and Operations Planning Manager at sites in Welwyn Garden City, Leeds and Preston and provide a more strategic and consistent approach to customer support/service, in both domestic and export markets.

By evaluating and gaining an in depth understanding the many touch points customers have within Sika, you will drive Operational Excellence routines and processes to improve and enhance the customer experience across the complete supply chain by becoming the “voice of the customer” and improving communication across manufacturing, sales and marketing, technical and logistics functions.

Operating with SAP and Salesforce (CRM), you will assess and develop current KPI Customer Service Measures, identifying areas of system and process improvement and further developing your team, in order to provide customers with exceptional levels of service and proactive communication.

The role is very broad, covering multiple businesses and responsibility for multiple shipments.  As a result, the job holder is likely to have demonstrated senior management experience in a role which has required working across several disciplines previously such as customer services, logistics, planning, MRP/ERP/CRM systems and availability improvement. Possible previous roles could be Customer Experience, Customer Service, Customer Logistics, Supply Chain, Operational Excellence etc. involving management of large teams. This will include demonstrable experience of change leadership in customer service with the ability to demonstrate understanding of all aspects of the supply chain and the impact it has on customer care. A background in, or experience of managing Customer Services functions is essential and Membership of the Institute of Customer Services is strongly preferred.

Results oriented with the ability to contribute both at strategic as well as practical support level, this experience must have been gained in a multi-site, fast-moving, multiple SKU manufacturing environment

Applicants will demonstrate high levels of emotional intelligence to support effective leadership, coaching and mentoring activities and engage and influence across functions.

All applications and contact from third parties must be made via our retained Consultants – McCourt Newton.  To apply please email your CV and current salary details, quoting reference 02/864 to mail@mccourtnewton.co.uk

Due to high volumes of response, it is with regret that we are unable to acknowledge individual applications. If you have not been invited for interview within 14 days of your application, please assume that you have been unsuccessful on this occasion.

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