Customer Experience CX Manager- Change and Improvement - Abrasives : Job Details

At Saint Gobain Abrasives we're looking for a strategic and improvement-focused Customer Experience (CX) Manager to lead us through a transformative period of change

This role is pivotal in helping us become a more commercially-focused service while maintaining high standards of customer satisfaction and loyalty. You will work across the organisation to identify areas for improvement, implement change initiatives, and drive customer-centric strategies that align with our business objectives.

Saint Gobain Abrasives is part of Saint-Gobain UK & Ireland and manufactures and distributes high quality abrasive products to engineering, distribution and retail markets.

This is a hybrid role working 3 days a week in our Stafford based head office.

What we're looking for:

We are looking for a strategic and commercially minded CX Manager to optimise our service delivery, enhancing customer value, and aligning customer experience with business growth objectives.

To be successful you will be:

• Analytical and Data-Driven
• Have a high level of stakeholder management and cross collaboration across the business
• Leadership and Influencing Skills
• Proven ability to drive change in a similar role
• Project management

What you will be doing:

The Customer Experience (CX) Manager will focus on change and improvements and is responsible for optimising and transforming the customer journey to enhance satisfaction, loyalty, and productivity. This role goes beyond simply ensuring customers have positive interactions; it involves strategically identifying areas of improvement, implementing solutions, and leading change initiatives that drive better more commercial business outcomes.

Day to day you will:

• Deliver and manage our Customer annual customer survey & associated action plans.
• Develop program for benchmarking Customer experience & Service across EMEA & UK&I businesses. that delivers World Class Customer Experience
• Deliver One Call Resolution program.
• Lead customer service review with Key accounts - setting OTIF targets & delivering action plans. Effective communication of results within the business.
• Lead project(s) within Customer Segmentation program
• Develop & Deliver Service Level Agreements for each customer segment.
• Roll out SLA knowledge & expectations throughout Stafford Teams
• Deliver annual review of customers' segment & recommend amendments
• Lead CSI improvement activities across all functions
• Manage all pricing activities
• Ensure all Customer complaints, Service & quality are rigorously investigated & resolved.
• Engage and develop a robust people strategy- assessing skill gaps, delivering training and coaching and targeting an increase in productivity and engagement across the team
• Proactively make suggestions and recommendations to improve the service offering to the customer and reduce repeat queries.

Are SGA and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments. We'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person, we look forward to hearing from you!