Regional Customer Experience Manager (m/f/d) Central Region

Join a wonderful and collaborative global team in Essen by combining your technical knowledge with data protection management.

YOUR ROLE & RESPONSIBILITIES

As Regional Customer Experience Manager (m/f/d) for the Central Region (DACH & CEE) you will find solutions andanswers to some of the toughest, most exciting questions that enable us todeliver the best customer experience; an important strategic pillar atBrenntag. You will identify, support, and lead tangible improvements to achieveour strategy, reducing poor customer outcomes, improving service, and building customerloyalty.

What you will do:

You will help identify service level improvementopportunities, driving change by working with partners across the organisation.You will also join an established, dynamic team with exposure to thousands of colleaguesacross multiple markets. Reportingto the Sales & Business Development Director (DACH & CEE), you will also helpto share best practice ideas and coaching opportunities which can apply acrossthe region and will help to sharpen our service offering to our customers.

Main responsibilities:

• Ownership or all local VOC metrics, including NPS, CSAT, CES & Issue Resolution scores.
• Performance management - monitor relevant metrics to identify important issues and trends. Working with stakeholders to deep dive and engineer proactive solutions
• Provide ongoing coaching and support to frontline staff to ensure consistent adherence to Service Excellence standards
• Create, engage, and motivate colleagues through the publication of regular metric reporting
• Develop a deep understanding of customer outcomes across all dimensions in our marketplace, through the eyes of colleagues, customers, and suppliers
• Deliver through others - plan, coordinate and govern workstreams. Manage relationships and collaborate with teams across the business, including local markets and regional teams, to identify areas of improvement that deliver impactful projects
• Discover, propose, and implement improvements to customer touchpoints
• Support the Sales & Business Development Director (Central) within commercial excellence initiatives.

YOUR PROFILE

What we are looking for:

• 3+ years of experience working in a fast-paced and project-based organisation
• Ability to inspire, motivate, and manage yourself, and those around you
• Proven experience in customer service, customer experience management, or related roles
• Strong analytical skills with the ability to collect, analyse, and interpret customer feedback data
• Excellent written and verbal communication skills ( german and english), with the ability to communicate complex concepts effectively
• A deep desire to solve real-world problems in a global B2B organisation

Solid skills in

• MS Office Suite
• Qualtrics/VOC platforms
• Salesforce/SAP/CRM/ERP

Desirable, but not required:

• Lean Six Sigma – Yellow/Green Belt
• Prince2
• Modelling skills i.e., pivot tables, PowerBi
• Additional language skills

This role is all about customers, colleagues, andrelationships. In addition, your unwavering passion for customers will beobvious. You are their champion, and guarantee they are front, and centre always.
If you are passionate aboutdelivering exceptional customer experiences and have a keen eye for processimprovement, we encourage you to apply. Join our team and enjoy a career beingpart of a company dedicated to exceeding customer expectations at everyinteraction.

OUR OFFER

• Exciting professional tasks andchallenges in a diverse and secure working environment with the world marketleader in the chemical distribution industry and DAX listed company
• Arrange your working hours andbreaks flexible via your flextime account; Thanks to our company's internalregulation on mobile working, your professional and private life can becombined even better
• Our personalized onboardingprogram, guarantees that you will be off to a quick start
• A competitive remunerationpackage, including holiday pay and a Christmas bonus, awaits you
• Take advantage of ourcompany-sponsored pension scheme
• Benefit from free employeeparking and convenient transport connectionsticket
• Our “House of Elements” offersmodern and ergonomic workplaces, an award-winning company restaurant, and aselection of complimentary coffee varieties
• Your well-being is very importantto us: Take advantage of our preventive health care offers, running groups, andyoga courses, and enjoy 30 relaxing days of holiday per year
• Stay fit and do your bit for theenvironment at the same time: Lease your dream bike conveniently via Brenntag