Hybrid Customer Supply and Experience Manager

at frank green

• Job title: Customer Supply and Experience Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ERP
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Supply & Experience Manager at frank green driving supply chain efficiency and customer satisfaction. Collaborating with teams and managing operational processes for effective service delivery.

Responsibilities

• **Your Day to Day**
• **Supply Chain Management:**
• Aligning with our UK 3PL, develop and implement supply chain strategies that align with company goals and enhance operational efficiency.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
• Collaborate with customers and internal teams to manage inventory levels, forecast demand, and ensure timely delivery of products.
• **Customer Experience Enhancement:**
• Design and implement customer experience initiatives that drive satisfaction and loyalty throughout the supply chain process.
• Act as the primary point of contact for customer inquiries related to supply chain issues, ensuring timely and effective resolutions.
• Gather and analyze customer feedback to identify trends and opportunities for continuous improvement in both service delivery and revenue value add.
• **Cross-Functional Collaboration:**
• Work closely with sales, marketing, and logistics teams to ensure alignment and effective communication regarding customer needs and operational capabilities.
• Facilitate collaboration between departments, both local and internationally, to ensure seamless order fulfillment and excellent customer service.
• **Data Analysis & Reporting:**
• Utilize data analytics to assess operational performance and customer experience, generating reports for senior management.
• Identify key performance indicators (KPIs) and create dashboards to monitor progress and drive decision-making.
• Support the sales development in ascertaining value add initiatives, driving loyalty with our wholesale partners.
• **Process Establishment & Improvement:**
• Lead process improvement initiatives focused on efficiency, cost reduction, and customer satisfaction.
• Stay updated on industry trends and best practices and customer experience strategies.

Requirements

• **What You Need**
• Strong leadership abilities and project management skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Customer-focused mindset with a passion for delivering exceptional service.
• Strong knowledge of supply chain processes, logistics, and inventory management.
• Exceptional analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Advanced systems & processes skills (setup/develop and maintain)
• 8+ years of experience in supply chain management, logistics, customer experience, or a related field.
• Experience in Netsuite ERP preferred
• Extensive experience working directly with customers
• Trained in supply chain management software and data analysis tools

Benefits

• **The Perks**
• Hybrid working environment
• Generous team discount on all frank green products
• Opportunities to grow your career in a fast-moving, purpose-led brand
• Birthday leave, take the day off to celebrate you!
• Generous parental leave
• Health Insurance and Retirement Plan benefits
• **Our Culture**
• At frank green, we believe diversity makes us better. Our team is creative, pragmatic, and driven by the mindset that "anything is possible." We love what we do, the impact it has, and we bring passion, creativity, and energy into every project. We're always growing, learning, adapting, and having a lot of fun along the way. We’re here to do great work, and do it with purpose.