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UK Customer Experience Manager

FMCG Building Products
Welwyn Garden City/Home based
£Excellent + bonus + benefits
Ref: 02/841

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 an ambitious individual able to bring a fresh approach and innovative strategic thinking to 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 3 Customer Service Managers and their teams, (c50 people), 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 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.

Candidates must be experienced Customer Services Management professionals, (Membership of the Institute of Customer Services strongly preferred), with the ability to demonstrate understanding of all aspects of the supply chain and the impact it has on customer care. This experience will ideally have been gained in a multi-site, fast-moving, manufacturing environment. Robust and resilient, candidates must be able to demonstrate well developed communication skills, with a commitment to developing a team in a dynamic and demanding environment. Ideally based at the UK Head Office in Welwyn Garden City there will be flexibility on location for the right candidate.

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 02/841 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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