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- Tasks: Lead and optimise customer service operations across EMEA, ensuring top-notch service delivery.
- Company: Join Armstrong Fluid Technology, a leader in fluid-flow innovation with a commitment to sustainability.
- Benefits: Be part of a global community with opportunities for growth and impactful work.
- Why this job: Make a real difference in customer experience while driving sustainability initiatives.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Dynamic role with travel opportunities across EMEA and a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Based at our Manchester office, fulltime onsite.
About Us: Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet. As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.
The Customer Service Manager, EMEA will lead and optimise customer service operations across Mainland Europe, Middle East, and the UK. This role ensures alignment with global standards while adapting to regional needs and cultural nuances. The position requires strong leadership, exceptional customer interaction skills, and a proven ability to drive process improvement initiatives.
Key Accountabilities
- Regional Leadership & Strategy
- Provide leadership and oversight of customer service operations across the EMEA region, ensuring alignment with global standards and objectives.
- Act as the primary escalation point for complex or high-impact customer issues, ensuring timely, effective, and professional resolution.
- Develop and implement regional customer service strategies to enhance service delivery, customer satisfaction, and operational consistency.
- Performance & Process Optimisation
- Monitor and manage key performance indicators (KPIs), embedding best practices to drive operational excellence and service performance.
- Lead continuous improvement initiatives to streamline processes, improve efficiency, and enhance service quality.
- Ensure consistent and effective use of CRM, Zendesk, and ERP systems to support accurate order processing, reporting, and performance tracking.
- Customer Interaction
- Manage and resolve customer complaints promptly and professionally, maintaining strong customer relationships.
- Develop and implement initiatives to improve overall customer experience, satisfaction, and retention.
- Gather, analyse, and act upon customer feedback to inform service improvements and strategic decisions.
- Lead, manage, and mentor regional customer service teams, fostering a culture of high performance, accountability, and continuous improvement.
- Encourage and maintain strong cross-functional collaboration with Sales, Operations, Finance, and other key stakeholders.
- Support ongoing skills development through structured training programmes, coaching, and involvement in special projects.
What We’re Looking For
- Education & Experience
- Bachelor’s degree in Business, Management, or related field (Master’s preferred).
- Substantial work experience in customer service leadership roles, ideally within EMEA.
- Proven track record in managing complex operations and driving process improvements.
- Fluency in English; additional European languages are an advantage.
- Soft Skills
- Strong leadership capability with proven ability to manage, motivate and develop multi-country teams.
- Excellent communication and interpersonal skills, with the confidence to engage effectively at all levels, including senior stakeholders and customers.
- High level of customer focus, with the ability to manage escalations, resolve complex issues and lead through crisis situations in a calm and professional manner.
- Strong cultural awareness and emotional intelligence, enabling adaptation of leadership style and customer service strategies to regional and local market needs.
- Resilient, adaptable and self-motivated, with the ability to prioritise effectively in a fast-paced, geographically dispersed environment.
- Technical Skills
- Strong proficiency in CRM and ERP systems, with the ability to leverage data to drive customer satisfaction, service performance and continuous improvement.
- Proficient in the Microsoft Office Suite, with advanced capability in Excel for data analysis, reporting, and performance tracking.
- Demonstrated experience in KPI-driven performance management, including service levels, response times, quality metrics and customer satisfaction measures.
- Proven capability in process improvement, with a track record of implementing efficiency, standardisation, and quality initiatives across multiple locations.
- Solid understanding of customer service operations, service delivery models, and best practices within a regional or international context.
- Clean UK driving licence and willingness to travel regularly across EMEA regions as required.
Why Armstrong Fluid Technology?
By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.
EMEA Customer Service Manager in Manchester employer: Armstrong Fluid Technology
Contact Detail:
Armstrong Fluid Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Customer Service Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at Armstrong Fluid Technology on LinkedIn. Ask them about their experiences and any tips they might have for landing the EMEA Customer Service Manager role. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by researching common customer service scenarios. Think about how you would handle complex issues or lead a team through a crisis. Show us your leadership skills and problem-solving abilities—those are key for this role!
✨Tip Number 3
Practice your communication skills! Since this role involves engaging with senior stakeholders and customers, being able to articulate your thoughts clearly is crucial. Consider doing mock interviews with friends or using online platforms to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining our community at Armstrong Fluid Technology!
We think you need these skills to ace EMEA Customer Service Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the EMEA Customer Service Manager role. Highlight your leadership experience and any process improvement initiatives you've led, as these are key for us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our mission of sustainability. Be sure to mention any relevant regional experience.
Showcase Your Soft Skills: We value strong communication and interpersonal skills. In your application, give examples of how you've successfully managed teams or resolved complex customer issues. This will help us see your fit for the role.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can't wait to hear from you!
How to prepare for a job interview at Armstrong Fluid Technology
✨Know Your Stuff
Before the interview, dive deep into Armstrong Fluid Technology's mission and values. Understand their focus on innovation and sustainability in fluid-flow technology. This will help you align your answers with their goals and show that you're genuinely interested in being part of their community.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams or managed complex customer issues. Highlight how you motivated your team and drove process improvements to enhance service delivery.
✨Cultural Awareness is Key
Given the EMEA scope of the role, it's crucial to showcase your cultural awareness and adaptability. Be ready to discuss how you've navigated different cultural nuances in previous roles and how you plan to tailor customer service strategies to meet regional needs.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer interaction abilities. Think of specific situations where you resolved customer complaints or improved service quality. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
