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Customer Centricity Manager

Customer Centricity Manager

  • Location United Kingdom - South East - London
  • Travel required Yes - up to 10%
  • Job category Marketing Group
  • Relocation available No
  • Job type Professionals
  • Job code 135587BR
  • Experience level Intermediate
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Job summary

A commercial customer focused position with a deep understanding of the external customer and the mobility business, this role defines and delivers the customer care strategy for bp pulse in UK in collaboration and alignment with the global marketing and local operational customer care teams.

The role is a critical part of the growth strategy of the business, as having a strong operational backbone and providing a superior Customer Experience is at the core of the strategy for the business. As such, the incumbent will also interact with the commercial teams across the business and will foster the development of partnerships with other departments and functions.

The role holder will deliver the following outcomes: 1) Initial market analysis; 2) Customer care strategy definition; 3) Strategy implementation; 4) Management of implemented customer care solution, key customer satisfaction KPIs defined and achieved.

As a customer centric player, the role holder must be fast paced, hands-on and able to identify opportunities to maximise customer interactions and value across multiple marketing channels, in the most relevant and most efficient way.

In collaboration with the global marketing and bp pulse operational teams, this role will develop and foster a positive and integrated culture within and across the markets to create a positive, collaborative, and agile ways of working.

We’re gearing up for the future. At bp our goal for Customers & Products is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.

bp pulse provides Electric Vehicle Charging equipment for use in Home, Workplace and Public environments. We own and operate the UK’s largest charging network and have over 50,000 home chargers installed in domestic properties.

bp pulse will play a critical role in supporting bp’s ambition to achieve “Net Zero by 2050”. We are seeking talented and enthusiastic engineers to make this happen.

What the role does!

  • Define and implement the customer care strategy for bp pulse in the UK in collaboration and alignment with the global marketing and local operational customer care teams
  • Perform regular market and competitor benchmarks
  • Own and manage the Global Business Services interface
  • Own and manage the interface with the CPO/eMSP back-end solutions provider if provided by a 3rd party
  • Contribute to building a portfolio of options that provide short, medium and long-term commercial benefit for bp
  • Contribute to develop the in-year customer plan
  • Support the planning and execution of launching and managing new business opportunities with the aim to build for future scale
  • Provide technical advice and guidance within overall agreed customer care strategy and determine solutions to ambiguous problems
  • Develop and maintain positive working relationships with the wider internal team and with external stakeholders
What we need from you!

We are looking for someone with a degree level qualification with a broad understanding of customer care. The successful applicant must have experience in the EV charging infrastructure space and related energy management knowledge. You will need to have a thorough understanding of the operation and structures of charging networks and how they are integrated.

To be successful in the role you will need strong project management, communication and influencing skills; be a self-starter with drive and motivation. The ability to build and maintain strong relationships with key stakeholders both inside and outside the business is vital and so we are looking for a strong technical candidate who can also bring these softer skills. You will need to approach all tasks with an open, agile and positive mindset.

What can we offer you to electrify your career with us?​

At bp pulse, we are expanding our global business with the dynamism and buzz of a new start up. With benefits such as an open and inclusive culture, a great work-life balance, tremendous learning, and development opportunities to enable you to craft your own career path, life and health insurance, medical care package and many others. In this role you will feel empowered, capable, energised, and able to act as decision makers. ​

Basically, bp pulse is a fun place to work! ​​

Diversity sits at the heart of our company and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place. We do not discriminate based on race, religion, colour, national origin, gender and gender identity, sexual orientation, neuro diversity, age, marital status, veteran status, or disability status.​

​bp pulse operates a 60% office, 40% home flexible working policy i.e., we rock a hybrid model and offer the best of both worlds!​

Find your electric future with bp pulse.

#bppulse

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