Are you the next manager who can lead a new team? Then this is the job for you. We are looking for a full time permanent Manager Moving Customer Experience for one of our clients in Rotterdam. The Manager, Moving Customer Experience will manage and provide leadership to the members of the Move Management CX team to deliver exceptional service delivery for our domestic and export consumer clients across the region. The Manager is response for maintaining workloads to ensure clients are getting the appropriate time and service level dedicated to their move type whilst always delivering high service levels. This position will work closely with the Director/VP Moving to achieve stated service goals and revenue objectives.
Provide advice and leadership to Move Managers/International Move Coordinators and oversee the service delivery of the team to ensure that tasks are performed in accordance within the client’s policies, contractual obligations and quality expectations.
Drive compliance to operational and financial processes within the business.
Attend to escalations arising from move management coordination and service delivery, as escalated .
Report real and potential problems, as well as unsatisfactory practices to VP Move Management .
Assist with strategies for enhancing service, efficiencies and value to our customers.
Work with the business to ensure processes or the Moving team are of a high standard to affect quality service delivery to all personal moving.
Maintain a high standard of service delivery for stakeholders.
Conduct work with an ethical and professional standard always when dealing with internal and external stakeholders, including clients, agent partners, third party suppliers, professional bodies, SIRVA and Allied colleagues
Ensure Move Managers/International Move Coordinators are capable and confident in dealing with the various cultures they work with conducting international relocations.
People Leadership & Development
Identify ways to build capability and work with internal stakeholders to plan and action
Mentor and lead the Moving team, creating a positive and productive team culture
Enhance good working relationships with all SIRVA brands and locations, our Agent Network and employees.
Set objectives, monitor performance and complete TMS Reviews for all your team members
Work with the team to understand any concerns, provide advice and facilitate resolution where required
Manage staffing levels of the team, including resource allocation and planned leave
Partner with the HR team to recruit and on-board new members of the Moving team.
Drive development opportunities based on service reviews and client feedback.
Compliance & Risk
Ensure data is accurately entered into the company systems
Compliance with the Company’s Quality System
To work according to the requirements of the Company Quality System and ensure that the quality system is maintained in accordance with ISO9002, FIDI FAIMPLUS and the Quality and Procedures Manuals.
Ensure complete understanding and application of the requirements of the Network Global Service Charter
Monitoring professional and congenial liaison with sister companies, franchises, partner agents, agents, Customs & Quarantine
Authorities, Shipping Companies and other Commercial Entities at all times, endeavoring to assist them where possible and ensure
prompt response is given to all correspondence, including E-mails.
Monitoring the communication with overseas offices, agents and affiliates to ensure timely receipt of appropriate documents to allow on time reporting of cargo to Customs.
Close monitoring of Shipping container movements and ensure minimum or zero demurrage/detention charges are maintained at all levels.
Partners with the Director, Supply Chain Management to achieve stated service goals and revenue objectives.
Assists in departmental needs including reporting, escalation, vendor relations and other areas of HHG.
Finance & Cost
Ensure company system/s (SE/Navision/ProMove/AMOS) are updated for projected revenue, timely and accurate completion of
invoicing, accruals etc and Service Evaluation data.
Produce relevant reports, e.g. Accrual reports, Consignment Status reports, file allocation.
Ensure accurate and timely invoicing and management of all expenses (processing third party invoices) within the team.
Authorize and sign off all third-party invoices from within the team to ensure the internal checks and controls are maintained.
For more information please contact Ritsa Wanga Paraskevopoulou at 0648281953 or send an email to firstname.lastname@example.org
What we offer
What we offer
Salary 4000 – 5400 Euros, gross
Full time based on 40 hours p/w
Direct contract with the company, permanent position.
Holiday Allowance – 24 Days
Travel Allowance (depending on location)
Occupational Health Access
Employee Assistance Programme
Online Gym Membership
Collective Health Insurance Discount
3.5 ATV days
Hybrid Working (3 days office, 2 days from home)
Moving Services industry experience
Experience in Consumer products and or a highly customer focused role
Experience in leading and managing a team, preferably within moving services
Proven leadership skills to motivate, lead and manage a team effectively
Excellent customer service skills and the ability to build relationships with internal and external stakeholders
Excellent written and verbal communication
Effective dispute and conflict resolution
Ability to think and present ideas clearly/logically
An integral team player and self-starter with initiative and drive
About the company
About the company
A global leader in moving and relocation services, offering solutions for mobility programs to companies of every size