Senior Customer Relations Manager

Basingstoke (HO), Hampshire, UK

Company Overview:
Join one of the world’s leading importers and growers of tropical fruit, a UK-based multinational and blue-chip company renowned for its commitment to quality, sustainability, and innovation. They supply a broad range of tropical fruits to major UK retailers, ensuring fresh, high-quality produce reaches millions of customers. Their business thrives on strong relationships with both global suppliers and their retail partners, enabling them to maintain their market leadership in an increasingly competitive industry.

Role Overview:
As a Senior Customer Relations Manager, you will play a pivotal role in managing and nurturing key relationships with your UK retail customers. You will be responsible for ensuring customer satisfaction, driving strategic growth, and aligning your product offerings with the needs of the market. This role requires a proactive and dynamic individual with a deep understanding of the UK retail landscape and a desire to learn new Supply Chain niches.

Key Responsibilities:

1. Customer Relationship Management:

Develop and maintain strong, long-term relationships with key UK retail      customers.

Act as the primary point of contact for customers, ensuring their needs are met and exceeded.

Regularly meet with customers to discuss performance, address concerns, and explore new opportunities.

1. Account Strategy & Development:

Develop and implement account strategies that align with company objectives and customer needs.

Identify growth opportunities within existing accounts and work to expand the company’s market share.

Collaborate with internal teams to develop tailored solutions and product offerings that meet customer requirements.

1. Performance Monitoring & Reporting:

Monitor account performance against agreed KPIs, ensuring targets are met.

Prepare and deliver regular performance reports to senior management and customers.

Analyse market trends and customer data to inform strategic decisions and forecast future needs.

1. Cross-functional Collaboration:

Work closely with the sales, marketing, supply chain, and operations teams to ensure seamless service delivery.

Collaborate with the procurement team to align supply with customer demand, optimizing product availability and quality.

Engage with the sustainability team to promote the company’s environmental initiatives and align them with customer expectations.

1. Customer Experience Enhancement:

Lead initiatives to enhance the overall customer experience, ensuring a consistently high level of service.

Address and resolve any customer complaints or issues promptly and effectively.

Implement customer feedback mechanisms to continuously improve service delivery and customer satisfaction.

1. Market Intelligence & Competitor Analysis:

Stay informed of industry trends, market developments, and competitor activities.

Provide insights and recommendations based on market intelligence to help shape the company’s strategic direction.

1. Leadership & Mentorship:

Provide guidance and mentorship to junior members of the customer relations team.

Lead by example, fostering a customer-centric culture within the organization.

Qualifications & Experience:

• Education: To Degree level desirable.
• Experience: A minimum of 3-5 years of experience in customer relationship management, account management, or sales within the retail, fresh produce or FMCG industry. Experience working with major UK retailers is essential.
• Skills:

Strong interpersonal and communication skills with the ability to build and maintain relationships at all levels.

Strategic thinker with the ability to develop and implement effective account strategies.

Excellent negotiation, problem-solving, and decision-making skills.

Proficient in data analysis and market research.

Leadership capabilities with a track record of mentoring and developing teams.

• Knowledge: Deep understanding of the UK retail sector, including market dynamics, customer behaviour, and industry regulations. Knowledge of the tropical fruit or fresh produce market is desirable but not essential.

Personal Attributes:

• Proactive and results-driven with a customer-first mindset.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Strong organizational skills and attention to detail.
• A passion for sustainability and ethical business practices.

Benefits:

• Competitive salary and performance-based bonuses.
• Usual large Co Benefits incl Life assurance + Car allowance.
• Opportunities for professional development and career progression.

Application Process:
Interested candidates please submit your CV to Frank  on frank@FMKconsulting.co or phone Frank on +44 (0) 7734 861 080

This job description outlines the key responsibilities and qualifications for the Senior Customer Relations Manager role. It is designed to attract experienced professionals with a deep understanding of customer relations, particularly within the UK retail, fresh food and FMCG sectors.