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Customer Service Manager Europe, Next Gen Products

Bristol, England, United Kingdom

Customer Service Manager Europe, Next Gen Products

  • NE01873
  • Bristol, England, United Kingdom

About us

At Imperial Brands, we’re a truly international company driven by a strong challenger culture. We’re an inclusive, innovative and responsible FTSE30 FMCG business widely recognised on the global stage. We generate over £30bn revenue and employ over 30,000 like-minded achievers in markets worldwide. We’re driven by a common purpose: to create something better. 

Alongside maximising our respected brands, we’re increasingly focused on developing a leading portfolio of next generation products with lower health risks than regular tobacco products, all underpinned by leading edge science, high-quality innovation and high standards of governance. 

Our entrepreneurial spirit, ability to challenge the status quo and think on our feet along are our keys to success and that of the thousands of people who work here. Here You Can.

The role

Customer Service Manager Europe, Next Gen Products
Permanent, full time
Competitive Salary + Benefits

We currently have an exciting opportunity for an experienced Customer Service Manager who has a strong background in setting up, defining and running large scale customer service functions within a global business. In this role you will lead the strategy, management, and development of Customer services across the Global footprint focusing on our Next Gen Products (NGP). You will have a key focus on developing and enhancing the current framework and working with both central and market functions to drive reporting and innovation within customer service. You will also be responsible for managing our third party agreement with our outsourced provider.

Key accountabilities

  • Develop Costumer Service Roadmap and Strategy in line with Market plans and business strategy
  • Coordinate and develop category approach based on category strategy liaising with business units
  • Be the Pivotal role between a high complex matrix of stakeholder to ensure best service to Consumers
  • Sets and owns the global approach to NGP customer services
  • Drives the global Coaching programme from proof of concept through to roll out. Driving continuous improvement
  • Day to day management of 3rd party provider
  • Evolve stretching KPI’s through agile approach (3rd Party provider & internal)
  • Ensures 3rd party materials are updated, and agents upskilled to reflect current knowledge base
  • Manages comms flow of information with all relevant stakeholders
  • Ensures reporting output is actioned and escalated as required
  • Management of platforms between 3rd party provider & Business Units

Skills & experience

  • Identifying and implementing Customer Service strategy that has a measurable ROI
  • Strong Project Management skills, ability to manage a broad range of projects in parallel in multi locations
  • Experience managing relationships with 3rd party providers
  • Experience setting and measuring performance with 3rd parties through a set of appropriate KPIs
  • Experience of identifying and implementing continuous improvement plans
  • Ability to challenge and influence relevant stakeholders within the organisation
  • Strong collaboration, commercial astuteness, and sufficient gravitas to build key relationships internally

What we offer

Imperial Tobacco offers a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays).

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role. 

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold