Overview

Customer Delivery Manager. This role is offered on a field-based basis, which involves a combination of visiting customer sites/our offices, and also working remotely. Here at RS, we have an opportunity for an individual to join our award-winning organisation as a Customer Delivery Manager. This person will be critical in ensuring the seamless operational delivery of all RS products and services purchased by RS Integrated Supply for specific sites, driving a great customer experience. You will be one of the primary customer contacts for day to day operational and commercial deliverables on specific RS Integrated Supply accounts, and as such will be primarily located from home, developing meaningful and collaborative relationships with a broad range of stakeholders. At RS we do not believe in standing still, and as such beyond supporting the relevant Industry Sector Manager for Trade with customer strategy, you will be responsible for continuously reviewing and improving all processes and technologies relating to operational delivery.

Responsibilities

• To own the operational service delivery of the specified sites.
• To operate as the key point of contact for the customer and feedback on the providing of performance-based reports, pricing, and delivery.
• Create an excellent working relationship between RS Integrated Supply at the Jaguar Land Rover sites and RS through remote calls and site visits.
• Communicate and liaise with customer contacts, internal departments, and sales teams to deliver activity to meet agreed KPIs.
• Create and attend regular meetings with RS Integrated Supply stakeholders to monitor progress and flag barriers to execution. Using the Continuous Improvement process to overcome any such barriers.
• Own and maintain an escalation log, manage, and supervise escalations process.
• To be a brand ambassador at customer and national level through company, network, and industry events, looking to grow RS Pro through meetings with end users.
• To implement service effectiveness programmes that are focussed on continually improving processes to become more seamless, driving experience improved both internal and externally.

Qualifications

• Have good background of experience working in demanding customer facing sales, or operational roles.
• Be an effective coach and collaborator, influencing other teams to take ownership & responsibility.
• Experienced and adept at managing stakeholders across a broad range of disciplines and levels within a matrix organisation.
• Be a self-motivated individual, flexible and organised. Demonstrating an ability to prioritise workloads, multi-task and act on your own initiative.
• You have the ability to work with sales teams to support growth opportunities through effective customer growth strategies.
• A proven team player, who is self-driven, with a high commitment to energising cross functional peers to deliver against complex customer requirements.
• Experience of delivering and improving customer experience and implementing operational service capabilities to drive performance.
• You easily form positive relationships, strive for high performance, and are focussed on your own personal development.
• Experience of driving continuous improvement initiatives & demonstrable results.
• Project management & Lean / Six Sigma qualifications and experience.
• Experience of working in a B2B environment such as industry, industrial distribution, logistics or business services sector.

Benefits

• We are proud to offer inclusive benefits and programs that reflect the diverse identities and experiences of our employees. Our healthcare coverage includes enhanced support for all individuals, including the diverse needs of trans and non-binary colleagues-such as voice coaching, gender affirmation surgery (including facial surgery), and other medically necessary services. We also provide access to resources and programs tailored to the unique needs of all employees, regardless of gender identity or expression
• In the UK&I, we\'ve introduced new Individual and Family Friendly Policies including:
• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette\'s syndrome
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all
• Have good background of experience working in demanding customer facing sales, or operational roles.
• Be an effective coach and collaborator, influencing other teams to take ownership & responsibility.
• Experience of working in a matrix organisation and across multiple disciplines
• Be a self-motivated and organised individual with the ability to manage priorities and act on own initiative