Customer Success Manager

The British flower market is worth £1.2bn and MM Flowers supplies fresh cut flowers and bouquets to the U.K.’s and Europe’s leading flower retailers. We grow and source the highest quality and most beautiful blooms across the world, delivering colour, passion, and inspiration through breath-taking blooms.

Established in 2007, MM Flowers has grown exponentially every year and is based in a purpose built, state-of-the-art facility in Alconbury, Huntingdon. MM Flowers employs over 900 people who are dedicated to delivering exceptional quality and service to our customers.

To continue our tremendous growth, we need the brilliant people to help us achieve our goals. We aim to deliver excellence at every point in the supply chain from distribution to processing, technical standards through to marketing, with consideration for our people and the planet at the heart of everything we do.

If this sounds like a company that you would like to be a part of, and you have the talent, energy, and drive to be a part of shaping our journey, we would love to hear from you.

We are currently looking for a Customer Success Manager

The Customer Success Manager is responsible for being the subject matter expert and relationship manager between projects and internal customers. They will act as a primary liaison between external technical providers (including TRAZE) and the project team in ensuring that projects are delivered on time and achieve the desired output.

Daily Responsibilities

• Maintains the overall reputation and integration of ERP and other related projects into the business.
• Significantly influences Customer’s view of TRAZE in a positive way.
• Acts as primary liaison between TRAZE and Project Team advocating for successful results.
• Works in conjunction with (similar role) in the MM Europe business for Group best practice identification and implementation
• Manages Change Control and enhancement tracking and reporting
• Proactively seeks and engages SME, champions and end users for meetings / training sessions, UAT
• Participates in the NCR complaint process, recording details of customer complaints when appropriate and assisting with determination of root cause and corrective action.
• Research complex problems obtaining necessary information, adjusting errors, and decision making as appropriate.
• Must be able to multi-task at various levels. Works with customers to identify and promote best practice.
• Be proactive to identify and assess customer’s future need to achieve satisfaction and partnership. (enhancement portal and CCB)
• Basic understanding of reporting tools for ad-hoc data enquiries
• Partners with internal teams (NPD, Technical, Compliance, Supply Chain, Procurement, Quality, Finance, Production, Warehousing, Logistics and DTSG etc.) to drive successful business results
• Communicates with key players daily in assisting with various tasks to ensure project plans are maintained and realistic.
• Actively participates in continuous improvement programs, related projects and internal CET trainings.
• Coordinates activities between customers and various company functions to ensure a high level of customer satisfaction both external and internal.

What you can already do

• Strong computer skills i.e., Microsoft Office and ERP System.
• Excellent communications skills and attention to detail in order processing, documentation, and customer communication.
• Team oriented and working experience within a team environment
• Good communication skills at all levels
• Inquisitive nature and interest in project work
• Prioritising workload and time management
• Ability to work under own initiative.
• Ability to work under pressure.
• Self-motivated
• Excellent communication and interpersonal skills
• High attention to Detail
• Logical thinker and problem solve

So, what’s the package? When you work at MM Flowers you get more than just a salary.

• Holiday allowances are calculated on the days worked and you can find your allowance in your offer letter.
• Pension Scheme - You will be auto-enrolled onto the company pension scheme after 3 months. At present we operate an auto enrolment scheme where you will benefit from contributions from us.
• Onsite Parking – free parking is available onsite.
• Recommend a Friend Scheme – £250 is payable to you when you recommend a friend who is successful through the application process and successfully completes their 3-month probationary period.
• Career Progression – we actively encourage employees from within the business to consider roles which become available and whether that be within their field or want to consider a cross functional move.
• Wonderful working environment– we are all working in a modern contemporary purpose-built State of the Art facility.
• We are committed to an open ethical and fair working environment and have a Whistleblowing Policy in place to ensure complaints and concerns are handled appropriately.
• We work with an Occupational Health provider to support employees both mentally and physically.
• We run corporate engagement initiatives throughout the year.
• We gather employee feedback annually to see how we can improve the employee experience.
• Grocery Aid

What are you waiting for, we would love to hear from you.

If this position doesn’t match your experience but you love the sound of MM Flowers we welcome speculative applicants, please forward your cv and a covering letter about the type of role or function you are interested in being considered for.

MM Flowers are a proud equal opportunity employer, and we understand the benefits of nurturing a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, sex, religion, national origin, age, sexual orientation, gender identity, gender expression, disability, genetic information. Applicants who require a reasonable accommodation to complete the job role advertised are encouraged to apply.

We believe we can only achieve our potential if we employ a diverse population of people, ideas, and perspectives. We are committed to grow our workplace culture, encouraging team members to feel unique valued and engaged, enabling them to achieve their full potential.

All recruitment activities go through our internal Talent Acquisition Team and currently, this role doesn’t require agency input. Please do not forward resumes directly to MM Flowers employees/managers; we do not accept unsolicited resumes and are not responsible for any associated fees.