At a Glance
- Tasks: Lead and develop a customer service team, ensuring exceptional customer experiences.
- Company: Join a successful international organisation with a focus on customer satisfaction.
- Benefits: Competitive salary, generous holiday allowance, employee bonus scheme, and pension contributions.
- Other info: Opportunity for career growth in a dynamic, collaborative environment.
- Why this job: Make a real impact by enhancing customer experiences across the EMEA region.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 56059 - 68517 £ per year.
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.
Further details regarding the organisation will be provided to shortlisted candidates.
Customer Experience Manager – EMEA employer: Axon Moore Group Ltd Careers
Join a dynamic and rapidly growing PE-backed investment firm in South Manchester as a Finance Business Partner, where you'll enjoy a flexible hybrid working environment and a generous car allowance. This role not only offers exceptional exposure to senior leadership and a diverse portfolio of investments but also provides outstanding career development opportunities within a high-calibre team committed to your professional growth. With a focus on building strong relationships and driving value creation, this is an excellent opportunity for ambitious accountants looking to make a meaningful impact.
Contact Details:
Axon Moore Group Ltd Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager – EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Axon Moore Group Ltd Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Axon Moore Group Ltd Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager – EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Axon Moore Group Ltd Careers:Your cover letter is your chance to shine! Tell us why you want to work at Axon Moore Group Ltd Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Axon Moore Group Ltd Careers!
How to prepare for a job interview at Axon Moore Group Ltd Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
