Customer Success Manager

Join us as at Flogas and we’ll do right by you with training, support, benefits, and lots of opportunities to develop in our 1,350 strong team.
Flogas is powered by people who want to do energy right by customers in homes and businesses all across the country. From Drivers to Technicians, Customer Experience experts to Site Managers, Engineers to Electricians, we come together as a team of experts, to do more for our customers.

How you’ll power our business as a Customer Success Manager

The Head of Customer Success at Flogas Britain is a newly created and forward-looking role to develop and drive a customer-centric culture across the organisation, elevating customer experience as a strategic priority.

This key role requires a transformational mindset and strong business acumen across a variety of functions, as well as the ability to form strong relationships and influence key stakeholders.

You will drive the Customer Proposition and associated workstreams across our liquid fuel divisions, working closely with communities and working groups across the business and those led by our parent company, DCC plc, with exposure across our global businesses.

Working closely with Commercial General Managers (principally Consumer & Cylinder), Marketing and Operational colleagues, the successful role holder will:
• be responsible for owning the development and delivery of the Customer Proposition for liquid fuels (Consumer & Cylinder)
• identify areas of strength and those for improvement in the customer journey, and be a catalyst for change initiatives to drive excellence
• work with external agencies and customer forums to ensure needs are fully understood to inform the development and delivery of initiatives
• collaborate with internal and DCC plc customer experience communities to identify and bring best practice
• develop market and competitor analysis, delivering insight to the organisation to support the delivery of the strategy
• drive a collegiate and coordinated customer-centric mindset across the organisation
• role model the values and behaviours of the organisation: safety, integrity, partnership and excellence and be a driver of cultural change

The role will report into the Commercial Leadership at Flogas Britain. Flogas is a National business and a reasonable level of travel is expected for face-to-face meetings and workshops with customers and colleagues.

• Development
• Work collaboratively with the Business and Commercial Teams to set direction, and achieve the overall purpose, vision and priorities of Flogas Britain.
• Strategy Development: Collaborate with senior stakeholders to develop and refine the customer experience transformation strategy, aligning it with the organisation's goals and objectives.
• Customer Journey Mapping: Spearhead the identification, mapping, and evaluation of customer journeys to gain insights into pain points, areas of improvement, and opportunities to enhance the overall customer experience.
• Transformation Planning: Develop comprehensive transformation plans, outlining clear goals, milestones, and actionable initiatives that drive customer-centricity across the organisation.
• Change Management: Working with the Change and Application Change Teams, champion the customer experience transformation initiative, driving awareness, engagement, and buy-in among stakeholders at all levels of the organisation. Implement change management strategies to ensure successful adoption of new processes and behaviours.
• Customer Feedback and Data: Implement mechanisms to capture customer feedback, leveraging customer data to continuously improve the customer experience. Monitor and report on key customer experience metrics and KPIs.
• Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
• Operational
• Cross-Functional Collaboration: Foster strong partnerships with stakeholders across departments, serving as a catalyst for collaboration and ensuring alignment towards delivering a seamless and consistent customer experience.
• Customer Messaging: Working with the Marketing and Internal Communications teams to develop and maintain customer messaging across all channels and customer types.
• Customer Insight: Work collaboratively with key stakeholders to share insight and respond to shifting customer demands.
• Leadership
• Champion the Customer at Flogas Britain, role model customer centric behaviours and mindset
• Represent the interests of Flogas / DCC and support the delivery of low carbon business models in line with the objectives of the organisation.
• Provide strong, visionary guidance and direction – role model the Flogas competences and values

Here at Flogas, we may have a fossil fuels background, but we’re working towards delivering 100% renewable energy to our customers by 2040. We’re already supporting our customers to reduce their carbon emissions, by helping them make the switch from oil to gas. We’re also developing our offering for technologies such as heat pumps and solar panels, beginning to help our customers reduce their energy consumption and evolving new bio-fuels and renewable gases. All of which means job security, and opportunities to get involved in exciting new initiatives. Join Flogas and help us do energy right for the future.

What we’ll need from you

• Experience of influencing Senior Stakeholders.
• Customer Focus: Deep understanding of customer needs, expectations, and trends, with a relentless commitment to delivering exceptional customer experiences.
• Strategic Thinking: Strong strategic mindset, capable of envisioning future-state customer experiences and developing plans to achieve them.
• Reasoning Skills: Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.
• Communication Skills: Team player with a collaborative style, with high level of verbal and written skills and must be comfortable communicating at all levels.
• Management Skills: Proven excellent project-management skills and extremely organised.
• Self aware and authentic style, with ability to influence, and build internal and external networks.
• Passion and commitment with high personal integrity.
• Pragmatic with the ability to demonstrate resilience under pressure.
• Experience gained within an Energy distribution or Energy technology businesses will be very advantageous but is not essential.

What you’ll get from us

You matter. And at Flogas, we’ll do right by you with all the benefits, support, and training you need to thrive.

• 25 days holiday plus statutory, and opportunity to buy 5 additional days
• Pension with 5% contribution from us
• Life assurance up to 4 times salary.
• Opt-in Health Cash plan worth up to £900 per year
• Discounted gym membership
• Fully funded eye test and contribution towards glasses
• Annual flu vaccination
• Discounts at 900 retailers
• Enhanced maternity/paternity benefits
• Training opportunities
• Employee Assistance Programme with 24/7 helpline
• 1 volunteering day off every year
• Monthly employee recognition awards

Flogas: Powered by people

At Flogas, we do energy right by hundreds of thousands of customers across Britain who live, work, relax or holiday off-grid. Powered by people like you, we connect them to the energy they need, when and where they need it. With the backing of the global Group DCC, we’ve grown over the last 35 years to become one of the largest suppliers of Liquid Petroleum Gas (LPG) in the country. Now we’re investing heavily in new infrastructure and innovations, so we can deliver 100% renewable energy to our customers by 2040 – and a career with a bright future to you.

Doing right by everyone

People matter at Flogas. We’re an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We’re committed to doing right by our people, so we all feel engaged, motivated and proud to work for Flogas.