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Customer Experience Manager
4 months ago
About the role:
The Customer Experience Manager at Flogas will play a crucial role in supporting the Head of CX in executing the Flogas Customer Experience Strategy. This role involves designing, training, and delivering the CX program, managing key stakeholders, and driving the customer agenda throughout the business. The Customer Experience Manager will also be responsible for resource and performance management, developing and monitoring KPIs, and ensuring that CX policies and procedures are effectively implemented.
This role will initially be based out of our Drogheda Head office but will primarily be based in our new offices at Dublin Airport Central later this year.
Key Responsibilities:
- Assist the Head of CX in developing and implementing the Flogas Customer Experience Strategy.
- Ensure alignment of CX initiatives with overall business objectives.
- Design and develop comprehensive CX training programs for employees.
- Deliver training sessions and workshops to enhance CX skills and knowledge across the organisation.
- Continuously evaluate and improve the CX program based on feedback and performance metrics.
- Build and maintain strong relationships with key stakeholders across the business.
- Collaborate with different departments to ensure a unified approach to customer experience.
- Advocate for the customer in all business decisions and initiatives.
- Demonstrate and promote best practices in customer experience within the team and the broader organisation.
- Act as a role model for delivering exceptional customer service.
- Champion the customer agenda and ensure it is prioritized in all business activities.
- Lead initiatives to improve customer satisfaction and loyalty.
- Promote a customer-centric culture throughout the organization.
- Manage and allocate resources effectively to meet CX objectives.
- Monitor team performance and provide regular feedback and coaching.
- Ensure the team is motivated and aligned with CX goals.
- Create, monitor, and analyse key performance indicators (KPIs) relevant to customer experience.
- Ensure KPIs are aligned with business priorities and drive continuous improvement.
- Develop and implement CX policies, processes, and procedures in collaboration with key stakeholders.
- Ensure adherence to CX standards and guidelines across the organisation.
- Prepare and present regular reports on CX performance to senior management.
- Provide insights and recommendations based on data analysis and customer feedback.
- Act as the deputy for the Head of CX as necessary, taking on leadership responsibilities and representing the CX function in their absence.
- Coach and develop team members to enhance their CX capabilities.
- Implement and continuously improve the observational feedback model to support team development.
- Collaborate with all LPG departments to ensure a cohesive approach to customer experience.
- Advocate on behalf of the customer in all interactions and business processes.
Candidate Profile:
The ideal candidate will have a minimum of 5 years of experience in a leadership role with a strong focus on customer experience, demonstrating a proven track record in driving CX initiatives and managing cross-functional teams. They should possess excellent interpersonal and communication skills, capable of influencing and engaging stakeholders at all levels. Strong analytical skills are essential, with the ability to interpret data and make data-driven decisions. The candidate should exhibit a growth mindset, with a passion for continuous improvement, striving for excellence in all aspects of work. They must have demonstrated the ability to lead, motivate, and develop teams in a fast-paced, dynamic environment, working independently and taking initiative. A deep understanding of customer needs and a strong commitment to delivering exceptional customer experiences is crucial.
About Flogas:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Flogas is a well-established business within the DCC group and has grown significantly in recent years to become a leading provider in the commercial energy and energy management sectors, with significant further growth plans over the coming years making this is a very exciting time to join the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard. We are committed to working with our customers to help them transition to a more sustainable energy future.
Benefits:
- Competitive Salary
- Defined Pension Contribution
- Healthcare Allowance
- Staff discounts
- Hybrid work options (role dependant)
- Health and Wellbeing Supports
- Learning and Development
- Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.
Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
