Customer Experience Manager

About Creed

Creed is a family business, established in 1972, which is ambitious with it's growth within the industry. We deliver a great range of multi-temperature food products, including our butchery and fresh ranges to caterers across the country from our offices in Cheltenham, Ilkeston & High Wycombe. It's a great place to be and we are proud of our role in supporting our local community. We are dedicated to creating a great place to work, with great people and this year we have been listed as a top 50 company to work for by Best Companies, across all three of our depots, having achieved a “two star” status. We are also the number one food and drinks sector (Q2) company to work for. Our people are committed to our values, choose their attitude and focus on the needs of the customer. They work hard and are committed to providing a great service but want to have some fun and development along the way. Our employees often get involved in charity events, attend the company conversations, put forward their ideas for improvement and contribute in the team briefings. Our core business values are being: Commercial, Proud, Friendly and Nurturing.

Role Details

This role is primarily tasked to maintain and disseminate knowledge of industry insight, support customer presentations and ensure our product offer is relevant, on trend, profitable and achieves customer satisfaction and loyalty. You will assist with the preparation of tenders and new business presentations, including relevant insight and added value activity, manage all customer engagement days at Creed venues and external events to drive forward customer engagement.

Some responsibilities of the role include: 

• Direct line management responsibility for a minimum of one-person, overall accountability for Insights Projects, customer engagement days and Events in a c. £140 Million turnover Foodservice company.

• Manage relationships of multiple internal and external stakeholders of all levels to ensure effective delivery of projects.

• Maintain excellent knowledge of the sectors we operate within and ensure that our offering is relevant to customer needs, sector trends and provides solutions for customer challenges.

• Work as part of a team of c. 10 people within our Marketing & Insights team to deliver a phenomenal customer experience.

• C. 10 to 20 Customer reviews per month.

The Ideal Candidate

To be successful in this position you will need to possess excellent interpersonal, relationship management, stakeholder engagement and influencing skills.

It is essential that you have the following: 

• Strong written and verbal communication skills with the ability to influence stakeholders at all levels.

• A self-starter, able to work autonomously, with strong attention to detail, able to meet deadlines and

  who takes pride in the work they produce.

• Project Management knowledge and experience.

• Excellent I.T and administration skills, numeracy, and a good level of English.

• Customer Service Focus, Excellent communication, interpersonal, relationship building, stakeholder 

  management and networking skills.

• An action-oriented individual, who is solutions focused, can manage multiple priorities, and deliver 

  results on time.

• A good team player, with attention to detail and good problem-solving skills that follows processes in 

  place and prioritises business improvement.

• Demonstrable experience of delivering market insight to sales and marketing teams and customers, in 

  presentation and written forms.

• A well-balanced approach using analytical skills to interpret results, and creativity to present facts and 

  figures in a conclusive and engaging way.

• Strong commercial acumen and communication skills, as well as the ability to influence, persuade and 

  build relationships with internal and external stakeholders at all levels.

• A keen interest in food, catering, and/or consumer behaviours.

• A fast learner and self-starter with excellent time management skills

It would be advantageous to have the below qualifications and/or experience:

• A CIM diploma or certificate, events qualification or marketing degree
• Basic understanding of Photoshop.

• Experience working within a management role ideally gained within a food and drink related industry.

• Experience managing people in all aspects of the employee lifecycle, coaching, mentoring, and team building skills.

• Experience preparing and managing action plans and budgets effectively including cost management