Customer Care Manager

The Company
A global powerhouse blending state-of-the-art equipment alongside expert service and software, the organisation is helping customers across a range of categories including poultry, meat and fish. In an ever-changing world, automation is replacing labour-intensive tasks, resulting in safer operations working more efficiently.

With software that delivers insight for informed and fast decision-making, our solutions add value in the food processing sector for retailers alongside butchers and bakers. Our process-wide optimisation increases yield and reduces resource collimating in a more sustainable environment.

Benefits

• Strong career growth opportunities
• Competitive salary package
• Travel opportunities to meet clients
• Work within a globally recognised organisation

The Role

The role of the Customer Care Manager (CCM) is to drive high customer experience and satisfaction levels and sales of services, service contracts, spare parts, modifications and upgrades to meet expected targets for revenue & profitability.

The CCM is overall responsible for the relationship and management of the customer and should act as a trusted advisor for the customer and proactively work to build and maintain the customer relations. This includes analysing and delivering performance information, knowledge & advice with recommendations for solutions to the customer's needs and expectations for uptime, performance, reliability and cost of ownership.

The CCM should have a close dialogue with the customer, from site manager to operator and technician, to capture their needs and pain points. These needs are then converted into solution proposals that will be perceived and understood as value-adding by the customer. The CCM should know the industry of the customer and be familiar with food industry standards in general, standards for measuring downtime/efficiency, and carry sound knowledge of systematic maintenance principles as well as with the solutions Marel can offer.

The CCM develops and conveys solution proposals, including service contracts, service solutions, spare parts packages etc., to the customer that are value-adding to both the customer and Marel and follows through on the delivery of these solutions.

The CCM works in close collaboration with Customer Support Coordinator (CSC), Spare Parts Coordinator (SPC), Service Contract Coordinator (SCC), Sales (equipment), Service Area Manager (SAM) and Key Account Manager (KAM, if applicable) to ensure the customer is served in the best possible way. The CCM should work proactively with Sales (equipment) to explore opportunities to have contracts, services and/or parts included in the sales of new equipment.

The CCM develops an account plan in collaboration with the Service Business Manager, KAM (if applicable), and SAM and drives the execution of the plan. In addition, the CCM supports the Service Business Manager in the development of regional plans.

The CCM plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer information or any other information that is critical in the customer journey.

A key part of the role of the CCM is to meet with customers, thus the CCM will travel frequently.

Key Responsibilities:

• Be the customer advocate and trusted advisor for the customer in their focus market
• Optimise customer relationships by building trust through frequent customer visits and communications
• Meet the agreed financial targets effectively and efficiently through proactive sales of parts, service solutions and service agreements
• Analyse customer performance and needs, identify opportunities, and translate this into proposals of solutions for the customer
• Work closely together with CSC, SPC, SCC, SAM, SeKAM (if applicable) and Sales (equipment) to manage the business with the customer and drive customer satisfaction
• Facilitate good relationships with industries and product experts and drive cross-border synergies
• Draw up the tactical and operational plans for the customers

Skills & Experience

Seeking a proactive and strategic customer relationship manager with strong sales experience in the poultry or food processing industry.

Key Skills Required:

• Knowledge of food processing industry standards
• Strong relationship management and sales expertise
• Ability to analyse customer needs and provide tailored solutions
• Experience working with service contracts, spare parts, and upgrades
• Excellent communication and problem-solving skills

For More Information
This opportunity is being handled with discretion, and role details will only be shared with suitably qualified candidates. To apply, please submit your application online. For assistance with your application, contact Dale Hackney at ****

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Reference number: 6481

Profession: Sales

Account Manager

Company: Miller Leith

Date posted: 23rd May, 2025

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