Join a wonderful and collaborative global team in Essen by combining your technical knowledge with data protection management.
As Regional Customer Experience Manager (m/f/d) for the Central Region (DACH & CEE) you will find solutions and answers to some of the toughest, most exciting questions that enable us to deliver the best customer experience; an important strategic pillar at Brenntag. You will identify, support, and lead tangible improvements to achieve our strategy, reducing poor customer outcomes, improving service, and building customer loyalty.
What you will do:
You will help identify service level improvement opportunities, driving change by working with partners across the organisation. You will also join an established, dynamic team with exposure to thousands of colleagues across multiple markets. Reporting to the Sales & Business Development Director (DACH & CEE), you will also help to share best practice ideas and coaching opportunities which can apply across the 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.
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, and relationships. In addition, your unwavering passion for customers will be obvious. You are their champion, and guarantee they are front, and centre always.
If you are passionate about delivering exceptional customer experiences and have a keen eye for process improvement, we encourage you to apply. Join our team and enjoy a career being part of a company dedicated to exceeding customer expectations at every interaction.
- Exciting professional tasks and challenges in a diverse and secure working environment with the world market leader in the chemical distribution industry and DAX listed company
- Arrange your working hours and breaks flexible via your flextime account; Thanks to our company's internal regulation on mobile working, your professional and private life can be combined even better
- Our personalized onboarding program, guarantees that you will be off to a quick start
- A competitive remuneration package, including holiday pay and a Christmas bonus, awaits you
- Take advantage of our company-sponsored pension scheme
- Benefit from free employee parking and convenient transport connections ticket
- Our “House of Elements” offers modern and ergonomic workplaces, an award-winning company restaurant, and a selection of complimentary coffee varieties
- Your well-being is very important to us: Take advantage of our