Service Excellence Manager

**Service Excellence Manager**:
Our team in **Bogotá** currently has an opening for a **Service Excellence Manager**

The Service Excellence Manager LA is responsible for creating and developing positive and memorable experiences for customers in the region. Improving Customer Experience and Service Excellence will increase customer loyalty and retention, and therefore will be a key enabler to drive future business growth. The job holder must have an expert understanding of the touchpoints across the entire customer journey and possess the knowledge & experience to measure, track and improve the Customer Experience within a dynamic B2B environment.

A key element of the journey to world class Customer Experience is the link between customer feedback, KPIs and a customer centric culture. To enable this, the Service Excellence Manager LA should develop both strategy and tactics in order to effectively bring the Voice of the Customer (VoC) into the business, so that we can deeply understand the customers perspective and introduce changes that make a positive difference to the customers experience of interacting with Brenntag in alignment with the customers segmentation strategy.

The position holder will preferably be located in Brazil, México, Colombia or Argentina and will report to the Latin America Commercial Excellence Manager

**YOUR ROLE & RESPONSIBILITIES**:

- Develop Brenntag LA’s Service Excellence strategy (and related tactics)
- Select (and manage) partners who undertake deep-dives, monthly tracking surveys and Service Excellence training.
- Develop detailed project plans for both LA regions, to successfully implement deep-dives, monthly surveys, improvement plans and Service Excellence training programs.
- Work with the regions to drive the successful implementation and ongoing improvement in Service Excellence, into both LA regions.
- Develop Service Excellence performance measurement systems for LA and related reports / dashboards
- Performs Analytics for Net Promoter Score (NPS), GP, Customer Retention, data correlation and statistics
- Lead and develop Customer Experience initiatives across the LA region.
- Share Service Excellence best-practices with all LA countries and business units, in order to speed up the rate of improvement and provide harmonisation and standardisation, wherever possible.
- Will be responsible for the strategic plan for a cultural change required in LA to develop in a real Customer centric organization.
- Create and distribute Service Excellence information / marketing material, across the LA region (working in conjunction with Corporate Communications & Regional Marketing Teams)
- Although the Service Excellence roles is strongly related to the Customer Service organization this person will have a key role in aligning other support functions such as credit, operations, purchasing and logistics to develop a coherent set of
- Service level Agreements to set a realistic and challenging offer to the market.
- Develops and improves the global exchange of SE within the Brenntag world and acts as an internal consultant for other region if necessary
- Embed Service Excellence (customer centricity) into future Brenntag initiatives.
- Exchange with external partners (customers and suppliers) and keep up to date with Service Excellence developments, by participating in selected online and physical workshops/conferences.

**YOUR PROFILE**:

- Minimum Bachelors degree or equivalent
- 3+ years’ experience in a business development, supply chain, or operational role
- Experience and understanding of Service Excellence / Customer Experience
- Due to the international nature of this role, excellent English language skills (verbal and written) are essential. Skills in Spanish or Portuguese (depending on native language) are a plus.
- Creative person with ability to generate ideas to improve Service Excellence / Customer Experience
- A motivated self-starter who demonstrates enthusiasm and ability to work on own initiative
- Team player with a high level of creativity and customer focus
- Strong communication skills and the ability to influence, without having direct management responsibility
- Management experience is an advantage
- Advanced use of desktop IT packages including MS Outlook, Excel, PowerPoint, etc.
- Comfortable with approximately 30% of domestic and international travel
**OUR OFFER**:

- We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential
- Individual development, on-the-job training, and development programs designed to help our employees grow in their careers
- Competitive pay and incentives
- Various healthcare plan options as well as 401(k)

**INTERESTED?**:
Brenntag provides equal employment opportunities to qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran sta