Musgrave is one of the Europe’s most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain.
Every day we feed one in three people in Ireland through 18 market leading food and beverage brands that include Drinks inc, SuperValu, Centra, Frank and Honest and Musgrave MarketPlace.
We support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve.
We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to make sure that happens. We want to make a positive impact on the world and we will support our suppliers and customers to make a difference too.
This role will work alongside both our Drinks Inc and Market Place teams and will combine key customer care skills with systems and process development. The two key areas of this role will be the development, progression and ongoing support of our online ordering platforms, along with the day-to-day management of escalated customer queries.
Online: You will combine a mix of technical, sales and service skills to deliver the ongoing development of our existing online ordering systems with in Market Place and Drinks Inc. This will include but not limited to- the creation of new customer accounts, providing technical support to users while also reviewing customer trends, identifying sales opportunities and seeking to continually improve the customer’s online journey.
CRM- You will be responsible for fully embedding functionality and use of system across all key functions within both businesses. Working alongside department managers to ensure team adherence to SLA’s and KPI’s This will include the timely resolution of all logged customer queries across both businesses- ensuring that input is received from all necessary business units to ensure the customers’ needs are met to satisfaction. In additional this role will analyze key trends and blockers to a great customer experience and feedback to relevant parties then seek opportunities to enhance our Customers Experience.
Given the key tasks in this role- the ideal candidate will have experience with online ordering systems and thrive in delivering the best solutions to our customers. You will be confident working with multiple business areas and management and have experience in delivering high performance sales and service KPI’s.

• Develop a customer centric online ordering platform.
• Work alongside key functions to resolve customer queries within SLA.
• Analyse sales and performance data to identify opportunities within the online ordering platform
• Conduct regular feedback sessions with online customers to identify satisfaction levels and act on blockers.
• Build and leverage effective relationships with key points of contact across the business, Sales, Supply Chain, Trading.
• Create, maintain and regularly review SOPs.
• Identify and resolve problems including key performance metrics and process improvements.
• Identify and escalate required system improvements.