Customer Excellence Business Partner

Brambles; London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Job Purpose:

Lead the continued development of the customer experience suite of performance metrics to ensure Brambles can accurately measure and take the required action to deliver on our customer experience ambition. Coordinate the go-to-market strategy for new metrics, including all change management aspects, ensuring new KPIs are fully embedded within the business. Promote CX performance and best practices across regions and divisions, identifying and coordinating opportunities for process simplification, standardisation, and continuous improvement to enhance the customer experience.

Key Responsibilities May Include:

• Place the customer at the centre of all decision-making, ensuring the right balance between CX and other strategic KPIs/priorities.
• Follow up and communicate on CX performance improvement and initiatives to ensure measurable success and positive customer experience is shared in regions and globally.
• Promote best practices sharing and cross-functional collaboration to improve metrics performance.
• Propose and deploy new CX metrics by developing communication, awareness campaigns, and trainings, and support associated change management.
• Identify opportunities for process simplification and standardisation to enhance the customer experience, and coordinate the implementation of these opportunities to deliver against the CX strategy.
• Support business stakeholders in the implementation of CX initiatives and identify continuous improvement processes that enhance the customer experience to become BAU.
• Leverage expertise in CX tools and metrics to collaborate with key internal and external stakeholders and develop improvements to processes and systems that influence the customer experience.
• Define guidance and operating principles for external use of the metrics (DIFOT, CIFOT, etc.) to start sharing and building joint action plans with customers.
• Conduct high-level research into emerging themes in customer experience performance, and lead root cause analysis to support strategy development and informed decision-making.

Experience

• CX expertise gained through roles in Commercial, Customer Service, Supply Chain, FMCG sector, or similar fields.
• Project management skills to drive cross-functional and cross-regional initiatives.
• Proficiency with CX tools & metrics, including CRM platforms, customer feedback management systems, and data analytics software.
• Strong business analysis skills—gathering data, identifying insights, and transforming them into actionable solutions.

Skills and Knowledge

• Strong analytical & problem-solving skills—translating insights for both technical & non-technical audiences.
• Ability to collaborate & influence across diverse teams, ensuring data management is a top priority.
• Adaptability—thriving in a fast-paced environment with evolving customer needs.
• A sharp business acumen to anticipate CX challenges and resolve them efficiently.
• A proactive mindset, staying ahead of industry trends & continuous learning.
• Expertise in Process Mapping methodology & tools.
• Tech Skills We Value: Proficiency in Salesforce, SAP, Business Warehouse, Power BI, and other BI tools.

Languages

Essential: English

Desirable: Any other European language

Remote Type

Hybrid Remote

Skills to succeed in the role

Adaptability, Analytical Thinking, Business Acumen, Collaboration, Data-Driven Decision Making, Innovation, Problem Solving, Process Mapping, Stakeholder Engagement, Strategic Thinking.

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [e-mail].