Customer Success Manager

Here at The Fuel Store, we are transforming the Fleet and Fuel industry for good! We are proud to be one of the top resellers in the UK, through providing unrivalled support to our customers that fuels the lifeblood of Britain’s roadways.

As a family run business with over 8 years under our belt, we have always been determined to deliver on our founding principle; fuelling better for our customers. From single-vehicle operators to multi-fleet solutions, our customers are genuinely at the forefront of everything we do. We believe that our services will allow them to reach heights they didn’t even know possible and we love being part of that journey!

We are seeking a dynamic Customer Success Manager to lead and inspire two teams in Customer Service and Account Management. As Customer Success Manager, you will play a crucial role in customer success and profitability. The primary responsibilities include developing and executing customer retention strategies and optimising the performance of revenue streams. Keeping a close eye on market trends combined with keen leadership will be key to your success. A strong commercial acumen and ability to navigate a fast-paced environment are essential.

Brief Overview: Customer Success Manager

Permanent Opportunity: Full Time

Reports to: Head of Operations

Salary: £38,000 - £45,000 + Bonus Scheme

Direct Reports: Retention Team Leader – Customer Service Team Leader

Objectives:

1. To manage a successful customer team in two key areas, customer service and account management in a call centre environment.
2. To achieve & exceed a set of key performance indicators and customer metrics.
3. To optimise the revenue performance of each product.
4. To grow the teams performance and capability through effective performance management and ongoing support.
5. Reduce department churn.
6. Implement effective processes based on customer needs.

Requirements

1. Customer Strategy: Deliver a seamless customer journey that maximises retention and satisfaction.
2. Complaint Resolution: Act as the escalation point for customer issues, ensuring swift and effective resolutions.
3. Performance Leadership: Devote parts of your time to coaching and developing team members, driving a high-performance culture.
4. Sales Enablement: Identify and execute opportunities for cross-selling and upselling, increasing overall customer lifetime value.
5. CRM Management: Oversee data integrity and processes within Dynamics 365 or similar CRM platforms.
6. Market Awareness: Stay informed about industry trends and market movements to adjust strategies proactively.
7. Operational Excellence: Monitor and manage a diverse KPI suite to ensure both team and individual success.
8. Analysis: Review and interpret data-driven insights and reports to identify areas for improvement.
9. Customer Service: Ensuring customer success via optimal client experience, and meeting expected quality levels during customer service and account management interactions.

To have the ability to contribute to The Fuel Store’s success, you will need proven experience in:

1. Previous experience working in an environment of high customer attrition.
2. Experience of managing changing fluctuating margins, preferably in a price sensitive market.
3. Must have previous experience of managing a team within a fast-paced and target-driven environment.
4. Exceptional coaching and leadership skills, strong interpersonal and communication abilities.
5. Proven management experience in a customer-focused, sales-led environment.
6. Strong analytical and reporting skills.
7. Previous experience of managing client retention both hands-on and strategically.
8. Good IT and Systems skills with a dynamic approach to working across multiple systems/platforms.
9. Must have a persistent and tenacious approach to work with a generally positive attitude and high energy nature.
10. Must enjoy a challenge and be driven by achieving KPIs and SLAs to drive performance improvement.
11. Must be commercially minded with an understanding of the impact of the importance of their department’s productivity on all areas of the business.
12. Familiarity with Dynamics 365 CRM is highly desirable.

Benefits

1. Pension Scheme: After 12 weeks of continuous employment, you will be automatically enrolled into our Pension Scheme.
2. Health & Wellbeing: All employees will have access to MediCash upon passing their probation, this will allow them to access retail discounts, counselling, and so much more.
3. Holiday Entitlement: You will be entitled to 26 days annual leave plus all statutory holidays, with increased personal holiday allowance with increased service.
4. Career Progression: We track all employees progression by creating personal development plans, we have a fueller academy in place to also support this.
5. Incentives & Bonus: This role incorporates a bonus, as well as regular incentives, awards and events for everyone across the business to get involved in.
6. Location: Based in Birmingham City Centre, with panoramic views from the office floor. We also offer hybrid working.
7. Other benefits: Monthly employee awards, which would include a lunch provided. Regular in-house competitions and games. Tea, coffee, fresh fruit & breakfast are available for everyone in the business.

If you think that you could add value here at The Fuel Store, please apply. Equally, if you think your experience only meets part of the requirements, apply anyway! We’d love to review your application and if successful arrange a chat with you to find out if you could be the next Fueller!

We are also an equal opportunity employer and value diversity across the business. All applicants will be considered for employment without attention to ethnicity, race, religion, sexual orientation, gender identity, sex, family or parental status, neuro diversity or disability status, marital status, veteran status and national origin.