Customer Engagement Lead

We’re the UK's largest ports operator with a network of 21 ports around Britain. We handle around one quarter of the UK's seaborne trade and contribute £7.5 billion to our economy every year.

It’s a story we’re proud of but it doesn’t end there. We’re transforming our business and embracing the future.

We offer a vast range of roles spanning the UK, all rooted in a culture that welcomes diversity, fosters talent, encourages internal movement and progression, and places safety as our number one priority.

We have an outstanding career opportunity to join the Commercial team within our Cardiff region.

The Customer Engagement Lead is responsible for improving commercial performance through- customer centric process improvements and business plan priorities.

About you:

You must have a consistent record of delivering sustainable change. Self - Starter and commercially driven who thrives within a fast pace environment. Happy to build strong customer relationships when building trust and influence. High energy and resilience to think out of the box when defining propose and delivering approved processes. Being a strong communicator who can engage and give confidence of delivery to ABPorts key stakeholders.

Accountabilities:

• Understand and monitor Customer Experience
• Plan, execute, collate, and communicate findings from the annual “Customer survey” with approval and support from key stakeholders
• Support planning and execution of customer experience objectives
• Translate customer survey insights to process, ways of working and technology requirements through a group-wide ‘Insight to Action’ plan for Commercial SLT consideration
• Support commercial processes and ways of working
• Define, propose, and deliver approved process improvements to support the customer experience and commercial objectives
• Create, communicate, and maintain documentation to support Commercial ways of working, processes, and systems

Essential:

• Evidence of working successfully in a matrix organisation – or partnering diverse, multi-disciplined stakeholders through change
• Demonstrate exceptional communication skills at all levels of an organisation
• Evidence of project management, planning and presentation of complex programmes of work to ensure transparency and speedy decision making

Ideal:

An understanding of ports, logistics or transport sectors

Why should you work for ABP?

Have the chance to make a difference in a business critical to UK trade.

Work within an exciting, innovative, growing business.

You can thrive in a diverse environment where every individual can be themselves and feel respected

Receive competitive salary and benefits package

Get support for training, personal development, and further education

Benefit from support and engagement through dedicated management and leadership

We offer a competitive salary, contributory pension from day one (Starting at 8% with 2% company match up to 10%), private healthcare, access to our Employee Assistance Program, 26 days annual leave (plus bank holidays – plus the option to purchase additional days), wide range of discounts and cash back with high street and online retailers. We offer a diverse work environment with an in-house training academy which offers ongoing opportunities to develop your skills.

Additional Information:

When joining ABP you will find an environment that is both welcoming and challenging. We reward our employees well and offer a generous remuneration package, employer pension, private health insurance and a range of other benefits.

Please note that ABP undertake random screening for substance abuse and operate a zero-tolerance policy. A medical will be required before starting this position also.

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their background, which helps us to provide a diverse and inclusive working environment.

• Seniority Level

Mid-Senior level

• Industry

Transportation/Trucking/Railroad

• Employment Type

Full-time

• Job Functions

Job Type: Full-time

Salary: £45,000.00-£60,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Cardiff: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: CL 001