Customer Operations Manager

About NVD

A family-owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We’ve established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers’ vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.

Role Summary

The Customer Experience Manager will be responsible for overseeing all customer-related services from vehicle receipt to delivery, ensuring customer satisfaction, and managing a dedicated team. This role requires a customer-first mindset, strategic thinking, and strong communication skills. The manager will also be responsible for understanding industry trends, cultivating a customer-focused culture, and collaborating with internal departments to enhance the overall customer experience.

Pay & Benefits

- Competitive Salary + Bonus

- Pension Scheme

- Staff Purchase Schemes: Tyres and Tools

- Employee Assistance Programme

- Discounted Gym Membership

- Bike to Work

Key Responsibilities

- Coordinating and setting up all customer-related services from initial vehicle receipt to delivery

- Collaborating closely with customers to capture their requirements and ensure ongoing satisfaction

- Managing and developing a team of dedicated professionals within the Customer Experience Team

- Maintaining an excellent working knowledge of the industry, understanding trends, and anticipating future changes

- Cultivating a customer-focused culture and mindset within the team to enhance the overall customer experience

- Working collaboratively with team members and internal departments to deliver on customer requirements

- Conducting root cause analysis to address performance and failure issues promptly

- Keeping key stakeholders informed across relevant project activities

- Assisting in maintaining and improving the customer and vehicle journey through NVD’s supply chain, with support from all business units within NVD

- Handling customer account queries efficiently and professionally

- Conducting customer meetings as required and providing associated reporting

Qualifications and Experience

- Proven track record in account management, customer service, or operations, preferably within the automotive industry but not essential

- Essential previous experience in a managerial or supervisory role, with people management responsibilities

- Exceptional communication and interpersonal skills to build rapport with clients and internal stakeholders

- A customer-first mindset with the ability to influence colleagues towards the same ethos

- Strategic thinking abilities coupled with proactive and innovative problem-solving approaches

- Proficiency in Microsoft Office suite and CRM software

- Strong attention to detail, organisational skills, and time management abilities

- Bachelor's degree in Business Administration, Marketing, or a related field is preferred

- Results-oriented mindset with a history of meeting or exceeding targets and KPIs

- Willingness to travel occasionally for client meetings

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

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