We are looking for a dynamic and experienced Customer Success Manager to optimise effective relationships with our clients suppliers. This role is responsible for managing operational contacts with suppliers, developing close relationships with key suppliers essential to growth and operational stability.
Responsibilities & Accountabilities for the Customer Success Manager:
* Develop a deep understanding of operational issues affecting supplier performance and apply insights to drive performance improvements.
* Compile and present regular and ad-hoc reports, providing critical information both internally and to suppliers, while driving operational improvements.
* Arrange and lead regular meetings with suppliers, including face-to-face quarterly sessions with the Supplier Channel team.
* Support suppliers who are at risk of performance issues, identifying concerns and guiding them to improve performance.
* Work closely with operational teams to improve performance and share feedback from supplier meetings.
* Use reporting data to forecast future supplier performance, identify trends, and proactively address potential issues.
* Support the Supplier Channel team in operational conversations and tender activities.
* Encourage knowledge sharing within the team and continuously work to improve your own skills and knowledge through training and learning activities.
* Adhere to company policies, procedures, and health and safety practices.
Key skills for the Customer Success Manager:
The ideal candidate will have a strong background in supplier management and operational roles as well as experience in managing supplier performance and driving operational improvements.
Behaviours:
* Customer-focused with the ability to support and encourage a similar approach from others.
* Excellent organisational, communication, and problem-solving skills.
* Supportive and helpful team player with a flexible and positive attitude.
* Strives for quality, delivering high volumes of work on time and getting things right first time.
* Highly organised, with excellent attention to detail and the ability to prioritise effectively.
Communication & Interpersonal Skills:
* Strong verbal communication skills, able to present information clearly and engagingly.
* Excellent interpersonal skills and the ability to build strong relationships.
* Good telephone manner, with the ability to listen and understand the needs of colleagues and suppliers.
Technical Skills & Knowledge:
* Strong problem-solving and analytical abilities.
* Able to keep up with industry trends and new methods.
* Proficient in Excel, Word, and Outlook.
* Confident and accurate in the use of departmental systems and databases.
If you are a highly organised, proactive individual with a strong understanding of supplier relationships and operational performance, we want to hear from you.