Hybrid

Customer Success Manager (Fleet Manager)

Competitive

Ref: VR 01551 - Hybrid - Competitive

Job type:
permanent

Role Title Customer Success Manager

Purpose of Role

To ensure the effective delivery of customer service to fleet stakeholders with a specific focus on the customer stakeholder/front line delivery, maintaining SLA/KPI achievement for all customer processes & procedures, and overall customer success across the business.

To actively monitor customer feedback and challenge the business to improve where appropriate.

To ensure that all statutory requirements are met at all times.

 

Key Accountabilities

Performance Measures

• To manage & lead the delivery of customer service in line with agreed KPIs/SLAs and best in class process/standards.

• To actively manage levels of customer satisfaction and bring any challenges to a timely resolution. Completing root cause analysis/change control processes as appropriate. • Be the escalation contact for all customer operational stakeholder queries, involving other leaders as appropriate.

• Attend regular stakeholder level in-person reviews & calls to provide updates on operations, as well as offering /delivering solutions to customer requirements.

• To monitor & actively manage team performance, providing development sessions & ensuing best in class processes are followed at all times.

• To monitor & actively manage fleet performance, implementing changes or solutions to improve total performance (incl. data).

• To ensure all fleet vehicles are operating within legislation and regulations.

• To manage & deliver large operational customer facing projects when required, to implement fleet services & solutions for customers.

• Work closely with the Strategic Account Management team to develop strategies for improved fleet efficiency & process.

• To ensure that customer documentation (handbooks, processes and contact points) are correctly documented and regularly reviewed and updated.

• To facilitate the delivery of change within the Service Delivery team, ensuring that change is documented, controlled and implemented in line with agreed timescales/methodology. • To liaise with the supply chain to co-ordinate and deliver positive customer experience/outcomes at all times, using influence to expedite resolutions where appropriate.

• Delivery of customer service & satisfaction KPIs on a consistent basis.

• Delivery of fleet KPIs to on a consistent basis (fleet utilisation, fleet cost control, fleet compliance etc.)

• Delivery of service in line with SLAs, with a focus on ‘first time fix’ resolution.

• Active management of customer fleets, ensuring controls are in place to monitor fleet performance.

• Management of complaints and non-conformances in line with SLAs. Evidence of positive outcomes to complaints; including those linked to the managed supply chain.

• Delivery of customer focus awareness, with evidence of activity linked to delivering an improved customer service position, and the corresponding improvement realised.

• To ensure all front-line delivery colleagues have objectives that are aligned to the business plan and the delivery of a continually improving customer experience.

• Evidence of continual scope of service, handbook and process reviews across all clients.

• Evidence of continual internal process reviews with  defined benefit/positive outcomes realised.

• Customer satisfaction metrics to be in place, embedded and used to drive customer service levels across the business and supply chain.

• Effective implementation of change activity, including new client implementations.

• To role model positive behaviours.

• Ensuring changes of process or improvements are shared and implemented in the wider team

 

This role would suit someone who:

• Has experience managing a fleet of vehicles

• Is passionate about delivering great levels of customer service.

• Understands that effective processes support the delivery of strong customer service.

• Has a ‘can-do’ mentality even when the demands exceed the resource/time available.

• Leads from the front and role-models behaviours.

• Is committed to continuous development of self and team.

• Enjoys a fast-paced, high-pressure environment.