About NVD
A family-owned business, established in ****, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products.
We've established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers' vehicles, prior to delivery to their end location.
Since **** NVD has been at the forefront of pioneering the digitisation of the FVL industry.
As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers.
Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.
Role Summary
The Customer Experience Manager will be responsible for overseeing all customer-related services from vehicle receipt to delivery, ensuring customer satisfaction, and managing a dedicated team.
This role requires a customer-first mindset, strategic thinking, and strong communication skills.
The manager will also be responsible for understanding industry trends, cultivating a customer-focused culture, and collaborating with internal departments to enhance the overall customer experience.
Pay & Benefits
Competitive Salary + Bonus
Pension Scheme
Staff Purchase Schemes: Tyres and Tools
Employee Assistance Programme
Discounted Gym Membership
Bike to Work
Key Responsibilities
Coordinating and setting up all customer-related services from initial vehicle receipt to delivery
Collaborating closely with customers to capture their requirements and ensure ongoing satisfaction
Managing and developing a team of dedicated professionals within the Customer Experience Team
Maintaining an excellent working knowledge of the industry, understanding trends, and anticipating future changes
Cultivating a customer-focused culture and mindset within the team to enhance the overall customer experience
Working collaboratively with team members and internal departments to deliver on customer requirements
Conducting root cause analysis to address performance and failure issues promptly
Keeping key stakeholders informed across relevant project activities
Assisting in maintaining and improving the customer and vehicle journey through NVD's supply chain, with support from all business units within NVD
Handling customer account queries efficiently and professionally
Conducting customer meetings as required and providing associated reporting
Qualifications and Experience
Proven track record in account management, customer service, or operations, preferably within the automotive industry but not essential
Essential previous experience in a managerial or supervisory role, with people management responsibilities
Exceptional communication and interpersonal skills to build rapport with clients and internal stakeholders
A customer-first mindset with the ability to influence colleagues towards the same ethos
Strategic thinking abilities coupled with proactive and innovative problem-solving approaches
Proficiency in Microsoft Office suite and CRM software
Strong attention to detail, organisational skills, and time management abilities
Bachelor's degree in Business Administration, Marketing, or a related field is preferred
Results-oriented mindset with a history of meeting or exceeding targets and KPIs
Willingness to travel occasionally for client meetings
Equal Opportunities Statement
National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace.
We value openness, innovation, customer focus, and operational excellence.
Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation.
We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.
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