Customer Experience Lead

About International Beverage

International Beverage is a dynamic global drinks company, established in 2006 as the international arm of ThaiBev. We specialise in building distinctive, premium brands for global growth - led by our award‑winning Scotch whiskies and complemented by some of the world’s fastest‑growing beers, spirits and liqueurs.

Our portfolio includes Old Pulteney, Balblair and Speyburn single malt Scotch whiskies, Hankey Bannister blended Scotch whisky, Caorunn Gin, Phraya Rum, Larsen Cognac, The Reid Vodka and Cardrona Whisky.

Across blending, distilling, sales, marketing and our business support teams, our people bring expertise, passion and a commitment to living our values: Collaboration, Caring for Stakeholders and Creating Value.

We are proud to be recognised as a Great Place to Work - where people can grow, innovate, and thrive.

About The Role

As Customer Experience Lead you will manage the Customer Specialist and Support roles for your region. Taking ownership of the service relationship and providing a seamless service experience from receipt of order to delivery, in accordance with the defined SLA’s.

You will also support in the delivery of innovation and renovation projects and manage order demand in accordance with any RIRO activity.

Main Responsibilities

• Manage your regional team to ensure the right process and controls are in place to meet customer needs
• Work closely with Sales to understands customer priorities and develop an understanding of market trends and import requirements.
• Actively seek feedback from customers and act as the voice of the customer in daily IBHL operations .
• Hold regular customer review meetings in accordance with SLA’s to monitor depletions and gain market insights to anticipate future requirements.
• Responsible for ensuring CRM data accuracy at all times.
• Works closely with Demand Planning to manage order v forecast variances and align with wider Supply Chain team
• Use the forecast plan for your markets to anticipate and plan workload and help manage the launch and introduction of new SKU’s, or phase out of delisted SKU’s in a seamless manner
• Initiates Change Requests for market mandatories, or SKU renovation changes as requested by customers
• Ensures KPI’s are tracked and initiate improvement activity where relevant
• Oversees relationship with Freight Service Providers to manage performance and drive improvement activity

About You

Essential

• Experience in managing and developing teams
• Min 2-3 years experience in a customer facing role, preferably within FMCG
• Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods
• Knowledge of international freight and logistics practices
• Experience working with ERP (SAP advantageous) and CRM systems
• Good presentation skills
• Experience of using Microsoft suite (Excel, Word, Powerpoint)
• Previous experience of using Power BI, SAP Analyser, or other reporting tools
• Engaging individual and confident working cross culturally

Desirable

• Degree level qualification or equivalent
• Language skills advantageous

Package

• 35 days holiday
• Attractive pension
• Health cash plan
• Life assurance
• Product allowance and staff discount
• Flexible working
• Early finish on Friday

Why International Beverage

At International Beverage, we take pride in fostering a workplace culture that goes beyond the ordinary. Our commitment to employee well-being is reflected through our Employee Assistance Program (EAP), providing comprehensive support for personal and professional challenges. Enjoy the convenience of free parking and take advantage of our cycle-to-work scheme, encouraging a healthy and sustainable commute. We prioritise your health with a range of well-being initiatives and ensure our employees are valued through offering the Real Living Wage. At the heart of our corporate social responsibility, engage in meaningful charity and volunteering activities, contributing to the communities we serve. Become a brand ambassador through our exciting program, offering opportunities to travel and participate in exclusive events. Join us at International Beverage, where every day is an opportunity to make a difference, and our brand events exemplify why it's truly great to work with us.

We prioritise diversity, inclusion, and respect. We are committed to cultivating a workplace where differences are celebrated, and each individual feels heard and appreciated. We believe in keeping it simple: diversity is our strength, inclusion is our culture and, respect is our foundation.