Customer Experience Manager – EMEA

Greater Manchester | Circa £55k DOE | Monday-Friday, Office Based | Permanent

We’re supporting a successful and growing international organisation with the appointment of a Customer Experience Manager – EMEA.

This is a senior customer service leadership role with responsibility for the customer experience across the full order lifecycle, from order placement through to delivery.

You’ll lead and develop an established Customer Service and Logistics team, build strong relationships with key customers and work closely with Sales, Finance, Supply Chain, Planning and Logistics to ensure consistently high service levels.

This is an excellent opportunity for an experienced Customer Service, Customer Experience or Order Management professional with strong leadership, commercial and analytical skills.

The Role

As Customer Experience Manager, you’ll set service standards, drive operational performance and ensure customer expectations are consistently exceeded. You’ll act as a senior escalation point while proactively identifying opportunities to improve processes, systems and service delivery.

Key Responsibilities

Leadership & Team Management

Lead, manage and develop the Customer Service and Logistics teams

Set and monitor KPIs covering service, delivery, responsiveness and order accuracy

Conduct one-to-ones, team meetings and performance reviews

Coach and develop team members and identify training opportunities

Build a high-performance, customer-focused culture

Act as the senior escalation point for complex customer issues

Customer Relationships

Build strong relationships with key customers and senior stakeholders

Act as a senior contact for customer service, logistics and supply chain matters

Lead customer review meetings and present service performance data

Proactively identify and resolve service issues

Develop a strong understanding of customer

requirements

Support commercial and contractual reviews where required

Order Management & Service Delivery

Oversee the complete customer order lifecycle from receipt through to delivery

Ensure orders are processed accurately and efficiently

Monitor outstanding and overdue orders and coordinate corrective action

Work closely with Supply Chain, Planning, Warehousing and Logistics to maximise on-time delivery

Ensure customer and order information is accurately maintained within the ERP system

Monitor forecasts and customer demand, identifying supply risks early

Performance & Continuous Improvement

Own and monitor the Customer Service KPI dashboard

Report on measures including on-time delivery, responsiveness, complaints, overdue orders and forecast performance

Analyse data to identify trends, root causes and improvement opportunities

Develop and implement corrective action plans

Drive continuous improvement across customer service processes

Support ERP optimisation, automation and process improvement projects

Develop and maintain robust SOPs and processes

Cross-Functional Collaboration

Work closely with Sales, Finance, Supply Chain, Planning and Logistics

Support the resolution of complaints, disputes and credit-related queries

Provide customer demand and service insight into wider supply chain planning

Collaborate with commercial teams to support inventory reduction initiatives

Work effectively with international teams across multiple regions

Ensure a consistent customer experience across EMEA

About You

We’re looking for an experienced customer service professional who has operated at a senior level and is comfortable leading a team while remaining hands-on when required.

Ideally, you’ll have:

Significant experience in Customer Service, Customer Experience, Order Management or Supply Chain

Previous experience managing and developing a team

Experience managing key or strategic customer accounts

Strong understanding of the end-to-end order lifecycle

Experience within manufacturing, industrial, engineering, distribution or a similarly complex environment

Good understanding of logistics, warehousing and delivery operations

Proven experience improving customer service performance and KPIs

Strong analytical skills and confidence working with data

Excellent Excel skills, including pivot tables and data analysis

Experience using an ERP system such as Microsoft Dynamics 365, SAP or similar

CRM experience would be advantageous

Power BI or dashboard/reporting experience would be beneficial

The Person

You’ll be a confident, credible and customer-focused leader who can build relationships at all levels.

You’ll be commercially aware, analytical, highly organised and solutions-focused, with excellent communication skills and the ability to influence senior stakeholders. You’ll be comfortable managing escalations and challenging conversations while remaining proactive, collaborative and focused on continuous improvement.

Travel: Occasional travel may be required

Pension salary exchange totalling 9% (employee 5% sacrifice)

25 days' holiday + 3 days over Christmas + 8 Bank Holidays

Free on-site parking

Employee bonus scheme

Death in service cover

If you’re an experienced Customer Service Manager, Customer Experience Manager, Order Management Manager or Customer Operations professional looking for your next challenge, I’d love to hear from you.

This is a confidential opportunity. Further details regarding the organisation will be provided to shortlisted candidates.

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