Listening to our customers

You've taken on a new role as Group Customer Experience Manager since December 2023. What is the aim of role, and what issues are you currently working on?

Our vision is to provide the best-in-class Customer Experience in our field. My mission is to regularly capture customer feedback, engage with the whole Vetropack organisation and drive key initiatives to constantly improve the way we serve our customers. I am also leading the team of Strategic account managers and my role is to enable the team to develop our partnerships and sustainably generate value for both parties. In both roles, I deeply enjoy acting as the channel of communication for our customers.

How has last year's customer survey influenced your work? What measures have been introduced?

We continue to invest and reinforce our strengths such as Customer Care. We’re currently making use of digital e-training to reinforce a consistent Customer Centricity mindset throughout the organisation, and we’re launching a campaign to promote dialogue with our customers. The aim is to keep customer needs and challenges at the centre of everything we do. We intend to improve by implementing many diverse measures. To this end, we’re communicating our sustainability and innovation roadmaps, focusing on the rollout of our improved returnable solution and working to optimise our portfolio.

Where do you see the greatest opportunities for Vetropack in terms of emerging trends or technologies?

Digitalisation opens the way for us to enhance the Customer Experience at every touch point of the journey with Vetropack. We built the necessary foundation this year by providing our Sales team with a great Customer Relationship Management tool, so they spend more quality time with our customers and less on data collection and reporting. I'm also excited to confirm that we will be launching a project to develop a dedicated customer platform: that will give our customers better access to live data, and make it easier for them to get services and give feedback.

Stay tuned!