Customer Experience Manager

DS Smith
Fordham, Ely
03 Jul 2019
03 Aug 2019
Full Time
Contract Type

At DS Smith, we create and deliver innovative, sustainable packaging solutions that consider the entire supply chain. These solutions energise sustainable growth – for our customers and consumers, our people, our business and shareholders - and most importantly our environment.

We recently announced our collaboration between DS Smith and the Ellen MacArthur Foundation, which will not only strengthen our sustainability strategy, but also accelerate the company’s circular economy drive and support innovation across the business, including recycling and carbon-efficiency in e-commerce.

We are redefining packaging for a changing world.

Since opening at the end of 2017, our purpose-built Impact Centre at Fordham, Cambridgeshire has allowed us to showcase our expertise in developing packaging which is optimised to perform across its full lifecycle: within the supply chain, in-store and at home.

We are looking for a Customer Excellence Manager to co-ordinate and manage the Impact Centre; someone who can talk to customers, about how we can add value to their business and products, and really bring our story to life.  Someone with an innovative and aspirational outlook and a positive approach to getting the job done!

You’ll be expected to attract customers into the Centre and bring value into the business by collaborating closely with our Account Managers.

It’s important in this role that you have strong communication skills, self-awareness and a real drive for delivering consistently high standards of customer experience.  FMCG Marketing/eCommerce experience is key in this role as you’ll need a strong understanding of the Retail market and the ability to use this data to make informed decisions and compile reports, as well as being able to spot new trends and innovations and how we might use these to our advantage.

You’ll need strong stakeholder management skills and the ability to influence across a complex matrix organisation; this role is very much viewed as an internal consultant/project manager and ‘go to’ expert, and you will be accountable for ensuring the Impact Centre is utilised according to KPIs set with the rest of the organisation.

Location: Fordham

Salary: Competitive

• 25 days holiday plus Bank Holidays
• Competitive Pension and Life Insurance Package
• Annual cycle to work scheme

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