Customer Operations Manager - Convenience

Date: 13-Jan-2023

Location: GB

Company: Britvic



At Britvic, we’re on a journey to become the most dynamic, creative and trusted drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.


In the UK we employ over 1,800 people and have 3 factories, 3 office locations and a national distribution centre. Over the last few years, we have installed 10 new production lines, 3 new warehouses, a combined heat and power plant (CHP), as well as providing infrastructure for further expansion.


About the Role:
Directly and indirectly lead, develop and implement logistics/supply chain strategies & tactics within the Retail Customer Supply Chain Team through building great working relationships with key internal stakeholders and customers, taking a zero loss mentality to drive out inefficiencies in the supply chain whilst improving customer service delivery and experience. Full accountability for managing service, demand and supply into the Convenience customer base and ensuring the highest standards of customer support, forecasting, collaboration, service and communication across the team.


Key Responsibilities:

  • Managing the Convenience Customers service, comms, forecast and supply position
  • Ensure the team are equipped to manage quality comms and engagement with our customers
  • Lead and coach a highly motivated team, by developing skills to support future career development and improved results 
  • Drive optimisation of order capture processes and ways of working
  • Support delivery of Total GB customer service
  • Support savings vs total operational cost via query log costs control and collaboration on continuous improvement projects
  • Support waste Reduction via concessions process development
  • Guide team through operational challenges, ensuring they have the supporting tools and insight to deliver optimum customer service
  • Working collaboratively and cross-functionally with our customers and key stakeholders across Demand & Supply Planning, Customer Management, Network Execution, IT, Site Operations & production, Accounts Receivable, and our partners ESL & Wincanton to deliver short term and long term operational key projects / strategic change.

Knowledge, Skills & Experience Required:


  • FMCG supply chain or commercial experience
  • Experience of influencing key stakeholders 
  • Full understanding of logistics and supply chain management 
  • Strong Customer facing experience
  • Excel intermediate level
  • PowerPoint & word intermediate level
  • High level numerical & analytical skills
  • Customer systems advanced level (bespoke customer systems)


We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees – in fact, this is at the heart of our company culture and values and why we are consistently recognised as a Global ‘Great Place to Work’.