Customer Support Manager - Booker

Britvic plc; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading beverage supplier in the UK is seeking a Customer Support Manager to assist the Account Managers in executing business processes for soft drinks and beer. This role will ensure high service levels, drive process consistency, and optimize workflows in a dynamic environment. Ideal candidates will have strong analytical and communication skills, along with a track record in commercial process improvement. Competitive salary and comprehensive benefits are offered.

Benefits

Monthly product allowance

Private Medical options

Life Assurance

Company bonus scheme

Access to 24/7 GP services

Enhanced pension contribution

Generous holiday allowance

High street discounts

Qualifications

• Clear, concise communication tailored to audience.
• Accountability for plans and outcomes.
• Understanding of end-to-end commercial processes.

Responsibilities

• Support Booker Account Controller in business processes.
• Pilot new workflows and capture feedback.
• Design and embed new integrated processes.

Skills

Clear communication

High accountability

Understanding of commercial processes

Problem-solving

Experience in process mapping

Analytical skills

Relationship-building

Job description

Job Title

Customer Support Manager – Booker

Location

Field Based – Travel expected to sites, offices and customer meetings

Job Length

Permanent – Full Time

Competitive Salary and Benefits

• Monthly product allowance – alcoholic & non-alcoholic options available
• Private Medical options
• Life Assurance
• Company bonus scheme
• Access to 24/7 GP services
• Enhanced pension contribution
• Generous holiday (incl. bank holidays)
• Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn, and ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the license rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy. With a strong national footprint, the business includes 6 production facilities and 16 logistics depots servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.

About the role

As Customer Support Manager – Booker, you will support the Account Managers in executing core business processes for both our soft drinks and beer portfolio to maximise commercial activity and investment. You will report to the Account Controller – Booker and play a key part in our success journey, gaining the opportunity to be involved in the following:

Role Responsibilities

• Support the Booker Account Controller/Manager in executing critical business processes for both beer and soft drinks – ensuring our customers always experience a high service level and delivery.
• Pilot new workflows and tools, capturing feedback and refining solutions before full rollout.
• Partner with the Booker Account Controller, Retail Transformation and Value Realisation teams to design, test, and embed new processes that support the integration of beer and soft drinks within the Booker account.
• Drive process consistency, accuracy, and efficiency, supporting account managers to complete activities on time, in full, and with maximum value creation.
• Identify any process gaps and inefficiencies; proactively recommend and embed improvements to streamline ways of working.
• Collaborate and build relationships with internal stakeholders to ensure alignment.
• Support the design, testing, and embedding of new processes in a fast‑changing, integrated business environment.

Experience and Key Attributes

• Clear, concise communication – tailors messages to the audience, documents decisions, and makes complex processes easy to understand for non‑experts.
• High levels of accountability for plans, action, delivery and outcome.
• Understanding of end‑to‑end commercial processes and systems (pricing, promotions, listings, data management) and how they connect across functions.
• Adaptable and responsive to change with the ability to problem‑solve in a range of ways.
• Track record in designing, refining, or embedding commercial processes.
• Experience in process mapping, workflow optimisation, and continuous improvement methodologies.
• Highly analytical with the ability to interrogate and interpret data to drive insight.
• Strong relationship‑builder with the ability to influence stakeholders and champion new ways of working.
• Comfortable working cross‑functionally and constructively challenging to drive improvement.

Application Process

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible. We look forward to receiving your application.