Manager, Salesforce Service Excellence

hace 2 meses

Madrid, España Brambles Group A tiempo completo

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:
The CX Manager, Salesforce Service Excellence will play a key role in partnering with the business and translating its needs into actionable enhancements via the Salesforce Service Cloud to improve overall business performance. Listening to the internal customer and considering the impact on the external customer, be the go to person for all Service Cloud needs in Salesforce. This role will collaborate mainly with Customer Service teams and technical Salesforce team across the group to identify improvement opportunities, define KPIs & CX standards and support driving this change to deliver measurable outcomes.

Mayor Accountabilities:

- Support the delivery and execution of European customer experience CRM systems strategy.
- Identify and develop new strategies that contribute to improving and delivering an outstanding end-to-end customer experience, increasing customer advocacy, loyalty and business goals.
- Partner with the Customer Service teams to identify business requirements and implement (technical) enhancements to the process to influence the culture and performance of the business.
- Ensure the future design and configuration of Salesforce meets the specific needs of its users in all Front and Back Office areas.
- Write clearly defined User Stories which articulate the final design situation to be experienced by the user of Salesforce which will form the basis for functional and non-functional business requirements.
- Monitor and track adoption, including feedback from users to improve the value of and usability of Salesforce.
- Educate and empower superusers in country to ensure governance, compliance and continuous improvement of the use and functionality of the system.
- Guardian of the customer perspective, embedding it into Brambles’ culture and ways of working to become a customer-centric culture - connecting brand, customer & employee experience (e.g. through educating teams on relevant insights, needs and desired outcomes).
- Establish and maintain strong stakeholder relationships to gain buy-in, partnering with wider business / functional leads to promote awareness, drive adoption and deliver CX outcomes.
- Advocate, influence, champion and be the voice of Europe towards the local leadership teams to make Salesforce the CRM of choice, increasing adoption, usage and system capabilities to enhance the customer experience.

Qualifications:

- Bachelor’s Degree in Business Administration, International Business, Marketing, or other related field.
- Project Management (APM, Prince2).
- Domain-specific qualifications (e.g. in IT/CX)-Change Management certification or equivalent would be a plus.

**Experience**:

- 5+ years’ experience in customer experience, project management or change management.
- Exposure to large-scale transformational projects with significant end-user & customer impact.
- Demonstrated strong customer-first mindset with experience of designing and delivering customer journey improvements.
- Ability to communicate & collaborate effectively across all levels of the organization, drive consensus and influence relationships.
- Demonstrated ability to identify improvements, simplify complex journeys into clear concise stories and action at a senior level, production of monthly executive level updates.
- Solid experience with CRM software, Salesforce a plus.

Skills and Knowledge:

- Energetic & dynamic - a natural self-starter who can be a driving force behind customer initiatives with ability to deliver change-and-engage activities.
- Technical expert in CRM / Salesforce Service Cloud.
- Influencing & engaging - ability to engage influence and build relationships with people across the business, different levels and cultures and take them on a journey to improve the customer experience.
- Conflict resolution - ability to manage conflict and compromise to get to a practical solution.
- A passion for the customer, ensuring we do what’s right for the customer every time.
- Forward-thinking - ability to identify improvements and visualize different ways of working.
- Delivery focused - to develop and drive a p

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