Customer Experience Manager, Sunswap
£45-50k
More information about location
3-5 days a week in office (Leatherhead)
Decarbonising the cold chain with zero-emission transport refrigeration
Job no longer available
Decarbonising the cold chain with zero-emission transport refrigeration
21-100 employees
Job no longer available
£45-50k
More information about location
3-5 days a week in office (Leatherhead)
21-100 employees
Company mission
To decarbonise the global cold chain with cutting edge battery-solar technology, state-of-the-art refrigeration system, and cloud-based software and analytics solutions.
Role
Who you are
- Proven experience in a similar role, preferably in the aftermarket services sector with a focus on customer maintenance services, particularly in managing challenging customers and service providers
- Strong project management skills, with the ability to plan, organise, and execute multiple projects simultaneously, while handling challenging situations
- Proficiency in CRM software and tools, with experience in implementing and optimising CRM systems
- Ability to interpret/execute written instructions as well as work collaboratively as part of a wider team across the business
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with internal and external stakeholders
- Problem-solving skills with a customer-centric approach and a passion for delivering exceptional customer service
- A ‘can do’ attitude and be able to work within the timescales set through the SLA’s
- The ability to design and provide solutions to a wide range of complex problems
- A valid UK driver's license (preferred)
- A passion for the environment and being a force for good
- Analytical mindset with the ability to interpret data and metrics, identify trends, and make data-driven decisions, particularly in challenging scenarios
- Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines, particularly when handling challenging customer and service provider situations
- Leadership abilities, including the capacity to motivate and inspire a team, drive performance, and foster a positive and collaborative work environment, particularly in challenging customer and service provider scenarios
What the job involves
- Lead and manage a team of maintenance service representatives, ensuring high-quality service delivery and customer satisfaction, even in challenging situations
- Develop and implement a robust CRM system to effectively manage customer maintenance requests, service history, and communications, enabling efficient handling of challenging customer interactions
- Collaborate with internal stakeholders to identify and understand the business's maintenance requirements and ensure the CRM system aligns with those needs, enabling seamless communication with service providers
- Establish and maintain strong relationships with external maintenance providers, ensuring they meet our customers' requirements and providing exceptional service, even in challenging circumstances
- Oversee customer road trials, coordinating with various departments to ensure successful trial execution, addressing challenges promptly, and gathering valuable feedback for continuous improvement
- Implement a comprehensive parts management system, optimising stock levels, ensuring availability, and effectively managing challenging supplier relationships
- Manage warranties and handle customer disputes in a timely and satisfactory manner, utilising excellent problem-solving skills and customer-centric approach, ensuring the resolution of challenging situations
- Continuously monitor and analyse key performance metrics related to customer maintenance services, identifying areas for improvement, and implementing corrective actions, particularly in challenging customer and service provider scenarios
- Stay abreast of industry trends, best practices, and emerging technologies related to customer maintenance services, and leverage this knowledge to overcome challenges and enhance service delivery
Salary benchmarks
Our take
Refrigerated transport for food and other goods generates an enormous amount of air and noise pollution. Sunswap solves this problem by developing zero-emission transport refrigeration.
Sunswap was founded by an experienced team of engineers who have leveraged their expertise to create a clean and cost-effective solution for freight companies. The company have received a multiple grants from Innovate UK and have recently closed a funding round to further their R&D, which is testament to the potential of their technology.
Sunswap's technology has recently been adopted by logistics giant DFDS. This lucrative partnership is an important step for the company. Securing more high-profile contracts will enable Sunswap to scale effectively.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Aug 2024
$23.2m
EARLY VC
Jun 2023
$5.4m
CONVERTIBLE
Total funding: $34.8m
Company benefits
- Employee Share Options
- 30 days + bank holidays
- Sabbatical (after 3 years of working with Sunswap)
- Wellbeing day - This is a day focused on supporting your physical or mental wellbeing. Whether this be a hike, a day with your family – it’s all about taking the time to reset.
- Paid Sunswap Lunches - Every month Sunswap pay for a team lunch, so we have time to catch up with our colleagues across the business!
- 5% employer matched pension contribution
- Quarterly Company Socials - There’s nothing we like more than having a good time. Well, apart from slashing tailpipe emission, that is.
Company HQ
Leatherhead, UK
Leadership
Michael Lowe
(CEO)Business Development and Automotive engineer. Previously Dearman and Ricardo PLC.
Nikolai Tauber
(CTO)Electrical and Thermal Systems engineer. Previously Arrival, Dearman and Danish Technological Institute.
Andrew Sucis
(COO)Programme Management and Aerospace engineer. Previously Dearman and Collins Aerospace.
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