We currently have an exciting opportunity for an Area Customer Experience Manager for a sixmonth secondment/ 6 month fixed term contract (potential to extend) at our Belfast site.

As Area Customer Experience Manager you will be responsible for tracking and improving customer satisfaction within your area. You will actively seek out customer feedback through a range of mediums including face to face visits and will be responsible for liaising with appropriate stakeholders to resolve customer concerns. You will act as the point of escalation for customer complaints and will be responsible for collaborating crossfunctionally to resolve customer concern ensuring root cause analysis and remedial action is carried out.

Principal Accountabilities:

1. Act as the voice of the customer to champion customer service excellence throughout the business by working with key stakeholders to ensure that our processes are robust and customer centric. Engage with our customers by conducting face to face visits hosting customer forums and making regular care calls. Take a strategic approach to onboarding new customers through face to visits and improve digital adoption by coaching them through our selfserve tools.

2. Utilise tools such as CRM systems and PowerBi dashboards to review all touchpoints of the customer journey. Analyse data identify trends and make recommendations for areas of improvement.

3. Support the development and of regular meaningful customer satisfaction surveys (CSAT) and influence a positive movement on our net promoter score (NPS).

4. Build and maintain strong working relationships by business partnering with a chosen department such as sales team operations logistics client services supply chain IT Customer Service leadership team stock optimisation and other key personnel within Head Office & Service Centres.

5. Ownership of the complaint investigation process within your area acting as the point of escalation and ensuring KPIs for complaint resolution and customer satisfaction are achieved. Responsible for managing member of public contact through the Hows my driving help line. Hold other stakeholders accountable for implementing appropriate remedial action(s) with the customer in mind.

6. Collaborate crossfunctionally across all departments to ensure a unified approach to customer experience

Create and maintain internal knowledge articles for our Customer Service teams to draw upon to ensure consistent and accurate information is being shared with our customers.

7. Supporting our Commercial teams to grow market share by driving customer retention and satisfaction.

8. Ensure you understand the relevant principles of Good Distribution Practice of Medicinal Products for Human Use 2013/C 343/01 which is reflected in our SOP REF Chapter 1 AHDL GDP 1.1.

Key Dimensions:

• Essential Car User needs driving licence. Travel required.

• Working closely with others as part of the larger Customer Service management team

• Effective relationships with the local operation and sales team

• Flexible approach to hours required

• Delegated Authority (sign off for customer claims / compensation)

In return we will offer you a competitive salary and benefits package including:

• Employee Assistance Programme with legal and financial advisors as well as mental health counselling.

• Company Car

• Perks at Work with discounts in various retailers

• Access to Mental Health First Aiders

• Contributory Pension Scheme

• Cycle to Work Scheme

• Service Based Holidays.

• Team members can also take up to two paid Volunteer days per calendar year to carry out volunteer activities.

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Knowledge Skills and Experience Required:

• Driving License required

• Significant experience of managing customer facing teams

• Previous experience of face to face customer interaction and problem solving

• Demonstrable successful stakeholder management proven ability to build and strengthen relationships at all levels

• Excellent written and verbal communication skills

• Passion for the customer and delivery of service excellence

• Significant experience of dealing with customers and other business stakeholders

• Ability to operate within a fluid and changing environment (flexible and responsive)

• Strong initiative and ability to work autonomously

• Strong influencing skills with the ability to build and strengthen relationships including at senior levels

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.

The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are nondiscriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a requestbyrequest basis. Messages and emails regarding anything other than accommodations requests will not be returned