Location:
SalfordSalary: 55000 - 60000 per annum Reference: VO- 4567895757Contact: Victoria O'ConnorGreater Manchester | Circa 55k DOE | Monday-Friday, Office Based | PermanentWe'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 ManagementLead, manage and develop the Customer Service and Logistics teamsSet and monitor KPIs covering service, delivery, responsiveness and order accuracyConduct one-to-ones, team meetings and performance reviewsCoach and develop team members and identify training opportunitiesBuild a high-performance, customer-focused cultureAct as the senior escalation point for complex customer issuesCustomer RelationshipsBuild strong relationships with key customers and senior stakeholdersAct as a senior contact for customer service, logistics and supply chain mattersLead customer review meetings and present service performance dataProactively identify and resolve service issuesDevelop a strong understanding of customer requirementsSupport commercial and contractual reviews where requiredOrder Management & Service DeliveryOversee the complete customer order lifecycle from receipt through to deliveryEnsure orders are processed accurately and efficientlyMonitor outstanding and overdue orders and coordinate corrective actionWork closely with Supply Chain, Planning, Warehousing and Logistics to maximise on-time deliveryEnsure customer and order information is accurately maintained within the ERP systemMonitor forecasts and customer demand, identifying supply risks earlyPerformance & Continuous ImprovementOwn and monitor the Customer Service KPI dashboardReport on measures including on-time delivery, responsiveness, complaints, overdue orders and forecast performanceAnalyse data to identify trends, root causes and improvement opportunitiesDevelop and implement corrective action plansDrive continuous improvement across customer service processesSupport ERP optimisation, automation and process improvement projectsDevelop and maintain robust SOPs and processesCross-Functional CollaborationWork closely with Sales, Finance, Supply Chain, Planning and LogisticsSupport the resolution of complaints, disputes and credit-related queriesProvide customer demand and service insight into wider supply chain planningCollaborate with commercial teams to support inventory reduction initiativesWork effectively with international teams across multiple regionsEnsure a consistent customer experience across EMEAAbout 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 ChainPrevious experience managing and developing a teamExperience managing key or strategic customer accountsStrong understanding of the end-to-end order lifecycleExperience within manufacturing, industrial, engineering, distribution or a similarly complex environmentGood understanding of logistics, warehousing and delivery operationsProven experience improving customer service performance and KPIsStrong analytical skills and confidence working with dataExcellent Excel skills, including pivot tables and data analysisExperience using an ERP system such as Microsoft Dynamics 365, SAP or similarCRM experience would be advantageousPower BI or dashboard/reporting experience would be beneficialThe 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 requiredPension salary exchange totalling 9% (employee 5% sacrifice)25 days' holiday + 3 days over Christmas + 8 Bank HolidaysFree on-site parkingEmployee bonus schemeDeath in service coverIf 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. ð§ [email protected] ð 07703 849930
Customer Experience Manager – EMEA in Salford employer: Axonmoore
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