Customer Care Manager UK and Ireland

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness, humility, and a spirit of adventure, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much to learn from our 79 production sites worldwide, known for their best-in-class processes and procedures. There’s many to learn from, with high-performing leaders and caring colleagues to explore ideas and ambitions with. Every day, your energy, your personality, and your determination will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.  

In this job, you will manage the local Customer Care Team and Customer Care operations, and lead the implementation of global guidelines and best practice to ensure and exceed customer satisfaction in the most efficient and cost-effective way. You will deal with orders of special importance personally and support the team technically where needed.

You will report to the Head of Customer Care UK & Ireland.

You will be based in Milton Keynes.

In this exciting role, you will:

• Manage the local Customer Care team
• Recruit, coach and performance manage Customer Care team
• Deal with delicate customers, complex or urgent orders personally and ensure superior customer service
• Ensure implementation of global guidelines for sales order management, including pricing
• Support Customer Care team for escalation of problem resolution, complaints and prioritisation issues
• Monitor performance and workload to maintain balance in department
• Work in close collaboration with supply chain, sales and other departments to ensure service level to customers
• Validate and ensure implementation of global and local customer contracts including consignment, inventory agreements and Free Trade Agreements to global guidelines
• Develop annual budget if needed
• Manage order process to exceed sales targets and financial goals
• Propose & guide processes & organisation optimization for more efficiency and reduced cost
• Update ISO documentation
• Know how to diffuse a difficult situation and get resolution with the customers & employees
• Monitor Customer Care KPIs for the team and the individual level
• Identify opportunities for improvement in Customer Care

Your professional profile includes:

• Professional commercial diploma
• 3 years expertise managing teams preferably in a customer-facing, supply chain or operations role
• Experience with SAP
• Working Knowledge of Customer Relationship Management
• Understanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure
• Demonstrated People Management Skills
• Knowledge of supply chain and manufacturing processes
• Experience in the flavour, ingredient or fragrance industry

Our benefits:

• Bonus Payment
• Pension
• Givaudan UK Life Assurance Plan
• AXA Private Medical
• Lifeworks EAP
• Unmind
• Givaudan Discount Club
• Cycle to Work Scheme
• Perfumes
• Free parking
• Learning: online and classroom training

#LI-Hybrid

This is a hybrid remote/in-office role.

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.
You work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Every essence of you enriches our world.
Diversity drives innovation and creates closer connections with our employees, customers and partners.
Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.