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Head of Customer Experience

Location: 

Dublin, IE

Shift Type:  Customer Support

ARYZTA is for people who are passionate about what they do and doing it well. We take pride in our high quality, delicious food and in our leading position as the worlds number one frozen bakery.
 

 

Our employees are one of our key ingredients, and together they play a critical role in driving the continued success of our business. 
 

 

In ARYZTA, every day is different. If you are resilient, ambitious, and a team player, ARYZTA could be the place for you to thrive and grow in your career!
 

 

The Function and the Role:
Our Customer Service Centre is the most frequent point of contact for our customers. It serves as a vital platform as we seek to passionately fulfil the needs and ambitions of our customers and our people and represents a key division for the continued growth and success of the Company.

 

 

With overall responsibility for the Customer Service Centre, the role provides for an opportunity to join a leading, dynamic global food Company, and working cross functionally with other key stakeholders, lead in the delivery of a best in class experience for our customers through our people, systems and best possible food solutions. 

 

 

With overall responsibility for the management and development of our Customer Service Centre, the successful candidate will enjoy driving change at a strategic level whilst being equally adept working operationally, have a solid understanding of market conditions and consumer trends, 
be a strong people leader, and possess an impressive commercial and sales track record. 

 

Why Work with Us? Examples include:
•    Opportunity to join a leading, dynamic global food Company
•    Further career & development opportunities 
•    Subsidised canteen / restaurant
•    Free car parking
•    Bike to work scheme
•    Company pension
•    Gym onsite

 

 

Key Duties and Responsibilities:

 

Customer Experience
•    Liaise with internal and external stakeholders to foster an effective customer and sales focus / ethos, and develop new and innovative ways to create and maintain long term relationships and ensure that every customer is serviced consistently and according to their individual needs.
•    Understand customer key growth drivers and ensure we deliver to these opportunities to maintain our relevance and position as partner of choice to all of our customers. 
•    Identify, develop and drive continuous improvement initiatives, in digital, webshop, systems and customer experience platforms which will drive more effective ways of working and enable us to become easier to do business with 

 

 

Commercial 
•    Review, define and develop our sales methodologies, processes, tools and capabilities which is aligned to our strategy and can deliver sustainable and strong revenue growth.
•    Work cross functionally with relevant departments to identify, develop, measure, track and support achievement of functional and day to day KPI’s, goals and objectives in line with strategic and commercial objectives. 
•    Provide clear direction, guidance and support to the Customer Service team to help drive achievement of functional and day to day KPI’s on every customer and sales call.

 

 

People Management 
•    Lead and take accountability in conjunction with internal stakeholders for all people management matters including: Recruitment and Selection, Performance Management, Coaching and Development, Reward & Recognition and Employee Engagement.
•    Proactively engage with other key stakeholders as part of our Employee Engagement and desired culture journey for the benefit of our people, our business and to build greater employee connections to the Company.
•    Develop and embed competency framework as a platform to identify role requirements/performance expectations and provide for structures which provide for clear talent, development and career paths.
•    Build upon our coaching culture as part of our approach to delivering results, improving performance, sales capability development and maximising individual potential

 

 

Your Qualifications and Key Criteria
•    Sales / customer service experience
•    Significant FMCG knowledge
•    Strong people management experience
•    Strategic and commercial acumen
•    Effective leadership and influencing skills 
•    Demonstrated ability to drive change, high performance and results

 

 

Desirable:
•    Technology and process change and implementation
•    Degree qualified in a business or marketing discipline
•    Call centre experience

 

ARYZTA Food Solutions Ireland is an Equal Opportunities Employer

Your Application

At ARYZTA our employees are our number one asset and one of our key ingredients. If you are interested in applying for a position in ARYZTA please submit your complete application documents (CV and motivation letter). We are looking forward to receiving your application on http://www.aryzta.com/aryztacareers.

 

Our aim is to promote equality of opportunity and fair treatment for all job applicants.