Customer Delivery Manager

Customer Delivery Manager: Drive Excellence in Integrated Supply Operations

RS is thrilled to present a compelling opportunity for a dedicated and results-oriented Customer Delivery Manager to join our award-winning organisation. This role is instrumental in ensuring the seamless operational delivery of RS products and services for our key Integrated Supply customers, with a primary focus on delivering an exceptional customer experience.

This is a field-based position, offering a dynamic blend of remote work and essential customer site visits. You will be a central point of contact, fostering strong, collaborative relationships with a diverse range of stakeholders, both remotely and in person.

At RS, we believe in continuous progress. Beyond supporting customer strategy, you will be empowered to proactively review and enhance all processes and technologies related to operational delivery, ensuring we remain at the forefront of innovation.

Key Responsibilities and Advantages for Your Career Path:

• Own Operational Service Delivery: Take full ownership of the operational service delivery for designated customer sites. This offers significant autonomy and the chance to demonstrate strategic leadership in a critical customer-facing role.
• Be the Primary Customer Liaison: Serve as the key point of contact, providing performance-based reports, managing pricing, and ensuring timely delivery. This is a fantastic opportunity to hone your communication, negotiation, and client management skills.
• Build Strong Partnerships: Cultivate excellent working relationships between RS Integrated Supply, customer sites (such as Jaguar Land Rover), and internal RS teams. This involves leveraging both remote communication and impactful site visits, enhancing your relationship-building expertise.
• Drive Performance Against KPIs: Collaborate with customer contacts, internal departments, and sales teams to achieve agreed Key Performance Indicators. This fosters a results-driven mindset and demonstrates your ability to deliver tangible outcomes.
• Proactive Problem Solving: Attend regular stakeholder meetings to monitor progress and identify barriers to execution. You will then leverage continuous improvement methodologies to overcome these challenges, developing robust problem-solving and analytical skills.
• Manage Escalations Effectively: Own and maintain an escalation log, and manage the escalation process. This provides valuable experience in crisis management and de-escalation, crucial for high-stakes customer interactions.
• Brand Ambassadorship and Growth: Represent RS as a brand ambassador at customer and industry events, actively seeking opportunities to grow RS Pro through engagement with end-users. This expands your professional network and enhances your business development capabilities.
• Implement Service Effectiveness Programmes: Drive initiatives focused on continuously improving processes for a more seamless and enhanced customer experience, both internally and externally. This highlights your commitment to operational excellence and strategic thinking.

What Will Set You Apart (Must-Haves):

• A strong foundation in demanding customer-facing sales or operational roles.
• The ability to coach, collaborate, and influence cross-functional teams to embrace ownership.
• Proven experience in managing stakeholders across various disciplines and hierarchical levels within a matrix organisation.
• A self-motivated, flexible, and highly organised approach, with the ability to prioritise, multi-task, and act on initiative.
• A track record of working effectively with sales teams to support growth opportunities through strategic customer engagement.
• A self-driven team player committed to energising peers to meet complex customer requirements.
• Experience in delivering and improving customer experience, coupled with implementing operational service capabilities to drive performance.
• The knack for forming positive relationships, striving for high performance, and a dedication to personal development.
• Demonstrated success in driving continuous improvement initiatives with tangible results.

Desirable Skills (Awesome to Have):

• Project management qualifications and experience, such as Lean / Six Sigma.
• Experience within B2B environments, including industry, industrial distribution, logistics, or business services sectors.

What RS Offers You:

Beyond the standard benefits expected from a FTSE-listed company, including an annual performance bonus, enhanced maternity and paternity leave, and private healthcare, RS is committed to fostering an inclusive and supportive work environment. We offer:

• Health and Wellbeing Support: Resources to manage ongoing health conditions and tailored support for neurodiverse colleagues and their families, including needs assessment and post-diagnostic support for conditions like autism spectrum, ADHD, and Tourette’s syndrome.
• Empowering Women's Health: Comprehensive support for women at various life stages, from fertility assistance to the diagnosis and monitoring of endometriosis and menopause.
• Inclusive Healthcare: Enhanced healthcare coverage, including support for trans and non-binary colleagues, such as voice coaching and gender affirmation surgery, alongside resources tailored to diverse identities and experiences.
• Family-Friendly Benefits: Expanded fertility coverage, including IVF for lesbian couples, and dedicated support for surrogacy and adoption processes for all employees.

This role offers a unique chance to make a significant impact within an innovative organisation while advancing your career in a supportive and forward-thinking environment.