Manager - Customer Success in Cheltenham

In Supply Chain, we are uniquely positioned to see our products come to life end to end, from materials and planning through to the point where our brands reach customers. As Manager - Customer Success, you will be the voice of the customer for supply and the integrator across Sales, Marketing, Finance, Logistics and Operations. You will lead the customer-facing supply chain team and optimise the end-to-end order-to-cash and fulfilment process. Your focus will be to improve service, strengthen strategic customer partnerships, control cost and create actionable insight that supports better decisions for customers and the business.

Why this role stands out This is a leadership role with direct impact on customer experience, commercial performance and supply chain effectiveness. You will move the team beyond transactional order processing towards proactive customer partnership, using insight, root cause analysis and cross-functional collaboration to deliver measurable improvement.

What you will lead

• Lead, coach and develop a team of Customer Supply Chain associates responsible for customer order fulfilment, frontline sales support and account management, fostering a culture of continuous improvement and customer ownership.
• Act as the primary supply chain partner for major and strategic customers, building trusted relationships and aligning supply chain capability with customer requirements.
• Own the end-to-end order management and fulfilment cycle, with a strong focus on On Time, In Full performance, order-book health, shortages, delivery discrepancies and customer satisfaction.
• Lead customer collaboration reviews and joint business planning with commercial teams and customers, supporting forecast alignment, promotional execution, new product introductions and product discontinuations.
• Drive supply chain account strategies and Cost to Serve improvements, including delivery configuration, penalty and discrepancy reduction, claims, deductions, invoice queries and returns.
• Champion a proactive, value-added partnership model, ensuring service failures are understood through root cause analysis and addressed through clear corrective actions.
• Provide effective operational leadership for day-to-day customer service activity, including escalations, complaints, workload priorities, quality standards and continuity of service.

How you will make an impact

• Develop and own performance measures covering service, OTIF, aged debt, forecast accuracy, customer satisfaction, order quality and supply chain efficiency.
• Translate complex customer, order and supply chain data into concise insight, recommendations and improvement priorities for senior leaders and cross-functional teams.
• Identify and implement process improvements with Sales, Marketing, Demand Planning, Finance, Logistics, Operations and Supply Chain to improve perfect order fulfilment and ease of doing business.
• Proactively manage customer risks and opportunities, ensuring product availability, delivery timing and customer communications are aligned.
• Improve the quality and consistency of calls, emails, order processing and account support through clear expectations, coaching, feedback and standard work.
• Lead cross-functional initiatives from problem definition through implementation, ensuring changes are embedded and benefits are sustained.
• Support recruitment, onboarding, capability development and succession planning, creating an inclusive environment where people can perform and grow.

Requirements

• A strong customer and service mindset, with the confidence to take ownership, make sound decisions and balance customer needs with business outcomes.
• Excellent communication, influencing and relationship-management skills, including the ability to work effectively with senior leaders, commercial teams and external customers.
• Experience of coaching, performance management and developing teams through clear expectations, constructive feedback and recognition.
• A logical, analytical approach with strong numeracy and the ability to convert data into practical action.
• Experience of improving end-to-end processes and leading cross-functional change through to implementation.
• Good organisational judgement, with the ability to manage operational priorities, escalations and longer-term improvement work.
• Confidence using Microsoft Excel and other reporting tools. Experience of SAP and Salesforce is advantageous, but training will be provided where required.
• Proven people leadership experience in customer service, customer supply chain, sales support, order management or a comparable operational environment.

Bring customer focus, commercial awareness and operational discipline We are looking for a leader who can connect people, process and data. You will be comfortable moving between strategic customer conversations, operational problem-solving and team development, always with a clear focus on improving the customer and business outcome.

In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup. Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price.

Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.

Base salary up to £65K (subject to skills and experience) plus a fantastic benefits package including car cash allowance, private health care and company bonus.

• car cash allowance
• private health care
• company bonus

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.

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