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customer relations London, England

Anheuser-Busch

Full Time London, England 10.56 - 12.04 GBP Today

Job description

Seniority Level: Mid-Senior Level

#Ownership

Customer Experience Manager

The Purpose (of the role):

This is a great opportunity to lead a team of 3 and manage important aspects of our business on a daily basis.

As the Customer Experience Manager, you will have exposure to three key areas: the E2E order to invoice London Direct operation, UK&I Consumer Line, and BBG NPS/Advantage survey cycles.

While the exposure and experience gained in this role are significant, it also comes with a high level of responsibility. The success of our beer sales relies heavily on the flawless order to invoice process of London Direct, which is a critical pillar of our business. Our consumer-centric mindset, which is highlighted as principle #4, plays a crucial role in the day-to-day operations of our Consumer Line.

Additionally, there are dedicated cross-functional teams and a specific PMO (Project Management Office) focused on customer-centricity. These teams and processes deeply rely on the NPS (Net Promoter Score) and Advantage routines to ensure we meet and exceed customer expectations.

At Budweiser Brewing Group, dreaming big is what we do. Brewing the world’s most loved beers, building iconic brands like Budweiser and Stella Artois, crafting meaningful moments are what inspire us.

We’re a team of passionate owners who aren’t afraid to dream big because we know that together, we can achieve anything. To build a more sustainable, inclusive and rewarding future. Turning any challenge into an opportunity. So let’s take on the challenge together. Cheers to dreaming big!

The role:

Managing a team of 3 people, including 2 London Direct CX Executives and 1 Consumer Line Executive, overseeing their training, goal setting, evaluation, and progression.
Overseeing and supporting the day-to-day account management of London Direct accounts, including activities such as account set up, installations, orders, dispense queries, deliveries, invoicing, and crediting.
Handling supply forecasting and shortage management for On Trade London Direct, collaborating with logistics and inventory deployment teams to ensure sufficient coverage of core beers and coordinating with Kentish Town brewery teams for collab and Arch 55 beers production based on demand.
Working closely with the Direct Sales Manager to facilitate ongoing communication and relationships between field sales, customer support, and beer tech.
Maintaining a relationship with the 3PL support team, coordinating additional resources and collections, and tracking daily delivery capacity. Utilizing external courier companies for overflow support.
Managing and reporting consumer queries, escalating issues to quality teams and lab when necessary.
Acting as a PNT (Price New Technology) approver, providing support for London Direct customer pricing.
Taking the lead on the conversion and upgrades of the Van Sales online platform, as well as providing training for CS/Tech/Quality teams on the CX tool, including building in reporting and implementing new ways of working.

Who we’re looking for:

Bachelor's Degree with 1-2 years of experience dealing directly with customers or consumers or related experience
Highly organized and skilled at holding third parties and internal counterparts accountable
Excellent internal and external stakeholder management skills
Excellent analytical skills, and ability to create and own an action plan in a structured and logic manner
Ability to be flexible with scope of work
Knowledge of the FMCG industry in the UK - preferred

Think big and takes on big challenges
Drives results, executes with discipline
Has impact and influence, acts as an owner
Proactive and clear communication

Benefits & Perks:

Benefits for you and your family to help your physical and mental health
Competitive parental leave and pension double contributions
25 days holidays per year
Employee benefits to help your physical and mental health and overall wellbeing (travel insurance, gym memberships, discounted services, dental etc.)
A beer allowance to enjoy our brands
2 volunteer days a year to support your local community
5 employee networks to support diversity and inclusion
Global Bonus
WPA Private Medical Care
26 weeks paid leave for primary caregiver
‘Return to Work’ programme

What you can expect from us:

In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded.

We encourage you to think big and go after your goals. You’ll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.

We are building a team that’s more supportive, more inclusive and more collaborative. A team that’s diverse in background, skills and experience.

So if you dream big but are concerned you’re not a perfect fit against the job description, we’d still encourage you to apply. You may just the right candidate to help us create a future with more cheers.

As the leading global brewer, we are committed to bringing people together for a better – and more equal – world. A more equal world starts when everyone can thrive. At Budweiser Brewing Group we value the diversity of cultures, perspectives, skills and experiences within our workforce, and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

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#LI-BudweiserUK&I

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