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- Tasks: Lead a team to deliver exceptional customer service and optimise order management.
- Company: Dynamic company near Portsmouth focused on customer experience and growth.
- Benefits: Competitive salary, professional development, and a supportive work culture.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business success.
- Qualifications: Proven leadership skills and experience in engineering or manufacturing environments.
- Other info: Flexible working hours with opportunities for career advancement.
The predicted salary is between 36000 - 60000 £ per year.
Our clients based close to Portsmouth have an exciting opportunity for a Senior Customer Experience Manager to join their growing team. The Senior Customer Experience Manager is responsible for leading a team that ensures exceptional service delivery to customers through effective order management, proactive communication, and data-driven decision-making. This role combines customer relationship management with operational oversight, coordinating cross-functionally with Production, Planning, Purchasing, and Logistics to optimise performance, drive continuous improvement, and support strategic business growth.
Main Duties and Responsibilities:
- Lead, coach, and develop a high-performing Customer Experience and Customer Service team.
- Establish clear performance goals and KPIs aligned with customer satisfaction, operational efficiency, and company objectives.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct regular performance reviews and provide training or mentoring to enhance team capability.
- Ensure customer orders are processed accurately and in accordance with pricing, terms, and quality standards.
- Monitor account performance, proactively addressing potential service issues or delays.
- Build and maintain strong customer relationships, acting as an escalation point for key accounts or complex issues.
- Collaborate closely with Production Planning, Purchasing, and Logistics teams to ensure timely order fulfilment and inventory alignment with customer demand.
- Lead daily/weekly reviews of open orders, delivery schedules, and backlog reports.
- Oversee logistics and export compliance processes, ensuring adherence to incoterms and international trade regulations.
- Manage carrier performance reviews and drive logistics improvement initiatives.
- Guide the team in analysing customer demand patterns to support accurate sales forecasting and capacity planning.
- Review and present key performance metrics such as on-time delivery, quotation turnaround time, and first response times on customer complaints.
- Utilise data insights to identify process inefficiencies and implement corrective actions.
Skills & Competencies:
- Proven leadership and people management skills, with the ability to motivate and develop a team.
- Experience working within an engineering or manufacturing environment.
- Excellent communication and relationship-building skills across technical and commercial functions.
- Advanced proficiency in Microsoft Excel and data analysis tools.
- Strong process discipline and attention to detail, particularly in regulated industries.
- Analytical and strategic thinker capable of turning complex data into actionable insights.
Working hours: 8:00-16:30 Monday to Thursday, and 8:00-15:30 on Fridays.
Senior Customer Experience Manager in Portsmouth employer: Latitude Recruitment
Contact Detail:
Latitude Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Manager in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that Senior Customer Experience Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. We want you to walk in there with confidence, ready to show how your experience aligns perfectly with their needs.
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. This will help you articulate your thoughts clearly and showcase your leadership skills effectively. We believe that being well-prepared can make all the difference.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show your genuine interest in the role.
We think you need these skills to ace Senior Customer Experience Manager in Portsmouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Experience Manager. Highlight your leadership skills and experience in customer service, especially in engineering or manufacturing environments. We want to see how you can motivate a team and drive performance!
Showcase Your Achievements: Don’t just list your responsibilities; show us what you've achieved! Use metrics and examples to demonstrate how you've improved customer satisfaction or operational efficiency in previous roles. We love data-driven success stories!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Explain why you're passionate about customer experience and how your background aligns with our needs. Be sure to mention your ability to collaborate cross-functionally, as that’s key for this role.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Latitude Recruitment
✨Know Your Stuff
Make sure you understand the ins and outs of customer experience management, especially in an engineering or manufacturing context. Brush up on key performance metrics like on-time delivery and first response times, as these will likely come up during your chat.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading and developing teams. Think of specific examples where you've motivated your team or improved performance. This role is all about fostering a culture of accountability and collaboration, so highlight how you've done this in the past.
✨Prepare for Data Discussions
Since this position involves data-driven decision-making, be prepared to talk about your proficiency with tools like Microsoft Excel. Bring examples of how you've used data insights to identify inefficiencies and implement improvements in previous roles.
✨Build Rapport
Remember, strong communication and relationship-building skills are key. Practice how you'll connect with the interviewers by discussing your approach to maintaining customer relationships and handling complex issues. Show them you can be the go-to person for key accounts!
