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For Companies At a Glance
- 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 team environment.
- 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: Collaborative culture 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.
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: LF Legal Translation Services
Contact Detail:
LF Legal Translation Services 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 events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Customer Experience Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service philosophy and think about how your experience aligns with their goals. We want you to shine, so practice answering common interview questions and have examples ready that showcase your leadership and problem-solving skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We recommend mentioning something specific from the interview to remind them of your conversation and reinforce your fit for the Senior Customer Experience Manager position.
✨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, we’re always looking for passionate individuals who can lead and inspire teams to deliver exceptional customer experiences.
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 reflects the skills and experiences that match the Senior Customer Experience Manager role. Highlight your leadership experience and any relevant achievements in customer service or operational management.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams, improved customer satisfaction, or driven operational efficiency in previous positions.
Showcase Your Data Skills: Since this role involves data-driven decision-making, be sure to mention your proficiency with data analysis tools and how you've used data insights to improve processes in past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at LF Legal Translation Services
✨Know Your Numbers
As a Senior Customer Experience Manager, you'll need to demonstrate your analytical skills. Brush up on key performance metrics relevant to customer service, like on-time delivery rates and customer satisfaction scores. Be ready to discuss how you've used data to drive improvements in past roles.
✨Showcase Leadership Skills
This role requires strong leadership abilities. Prepare examples of how you've successfully led and developed teams in the past. Think about specific challenges you faced and how you motivated your team to overcome them. Highlight your coaching style and how it aligns with fostering a culture of accountability.
✨Understand Cross-Functional Collaboration
Since this position involves working closely with Production, Planning, and Logistics, be prepared to discuss your experience in cross-functional teamwork. Share examples of how you've effectively collaborated with other departments to optimise performance and resolve issues.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential service issues or delays you might encounter and how you would address them. Practise articulating your thought process clearly, showing your strategic thinking and ability to act decisively under pressure.
