At a Glance
- Tasks: Lead customer supply chain strategy and enhance top-tier relationships.
- Company: Global FMCG leader known for iconic consumer brands.
- Benefits: Salary over £100,000, bonus, car allowance, hybrid work, and wellness perks.
- Other info: Join a collaborative culture that values innovation and leadership.
- Why this job: Drive change and influence in a dynamic, innovative environment.
- Qualifications: Strong background in Supply Chain and experience in FMCG sector.
The predicted salary is between 100000 - 100000 £ per year.
Location: Kingston (Hybrid)
Sector: FMCG / Consumer Goods
Level: Senior Manager (Team Leadership + Strategic Customer Ownership)
Package: Over £100,000
We are working on behalf of a global household-name FMCG organisation, operating across more than 100 countries and recognised for many of the world’s best‑loved consumer brands. They are transforming how they work with customers using data, innovation and collaboration to become the most trusted supplier in their industry. If you want to lead change and have true influence, this is the role for you.
We’re looking for a Senior Customer Experience Manager to lead customer supply chain strategy, strengthen their top‑tier customer relationships and drive service performance across our UK operations. You will be the senior point of contact for their retail partners’ Supply Chain and Commercial teams, ensuring smooth execution, exceptional service and continuous improvement across customer operations. This role also leads a high‑performing Customer Collaboration team, shaping ways of working and developing capabilities across the function.
Key Responsibilities
- Build and manage senior relationships within customer Supply Chain & Commercial teams.
- Lead the strategic customer contact plan and champion the voice of the customer.
- Drive improvements in forecasting accuracy, dispatch performance, invoice accuracy, OTIF, on‑shelf availability, claims performance and customer escalations.
- Manage and develop a Customer Collaboration team, setting direction, coaching and building capability.
- Champion the adoption of digital tools, automation, AI and analytics platforms to improve performance and decision‑making.
Skills & Experience
- Strong background in Supply Chain, Customer Operations, or Customer Supply Chain Management.
- Experience working within the FMCG sector is key.
- Experience working with, or supporting, major retailers or high‑volume customer accounts.
- Proven ability to improve operational KPIs (e.g. OTIF, forecasting, service levels).
- Comfortable with modern digital tools (Power BI, automation workflows, AI‑enabled tools).
Benefits
- Salary up to £100,000
- Bonus 15%
- Car Allowance £7,500
- Industry‑leading pension scheme
- Share purchase scheme
- Medical cover
- Hybrid working
- Excellent development & progression pathways
- Access to wellbeing benefits and staff discounts
- Opportunity to work with globally recognised consumer brands
- A collaborative, agile culture that rewards innovation and leadership
Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Senior Customer Experience Manager – Kingston upon Thames in London employer: Wagstaff Recruitment
Join a globally recognised FMCG leader in Kingston upon Thames, where you will have the opportunity to shape customer supply chain strategies and lead a high-performing team. With a competitive salary package exceeding £100,000, hybrid working options, and a culture that fosters innovation and collaboration, this role offers exceptional growth opportunities and access to industry-leading benefits, including a generous pension scheme and wellbeing support. Be part of a dynamic environment that values your contributions and empowers you to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Manager – Kingston upon Thames in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the FMCG sector and let them know you're on the hunt for a Senior Customer Experience Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company’s customer supply chain strategies. Show them you’re not just another candidate; you’re someone who understands their business and is ready to lead change with data-driven insights.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved operational KPIs in past roles. This will help you demonstrate your value and how you can drive service performance in their organisation.
✨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 love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Senior Customer Experience Manager – Kingston upon Thames in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Customer Experience Manager. Highlight your experience in Supply Chain and Customer Operations, especially within the FMCG sector. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can lead change. Be sure to mention any specific achievements that demonstrate your ability to improve operational KPIs.
Showcase Your Digital Savvy:Since we’re all about innovation, don’t forget to mention your experience with digital tools like Power BI or AI-enabled platforms. We love candidates who are comfortable with modern tech and can drive improvements through data!
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’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Wagstaff Recruitment
✨Know Your Customer Experience Inside Out
Make sure you understand the key responsibilities of the Senior Customer Experience Manager role. Familiarise yourself with the company's customer supply chain strategy and how they leverage data and innovation. This will help you demonstrate your knowledge and show that you're genuinely interested in leading change.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams and built strong relationships with senior stakeholders. Highlight your experience in coaching and developing team capabilities, as this is crucial for the role. Be ready to discuss specific instances where you've driven improvements in operational KPIs.
✨Get Comfortable with Digital Tools
Since the role involves championing digital tools and analytics platforms, brush up on your knowledge of Power BI, automation workflows, and AI-enabled tools. Be prepared to discuss how you've used these technologies in past roles to enhance performance and decision-making.
✨Prepare Questions That Matter
Think of insightful questions to ask during the interview that reflect your understanding of the FMCG sector and the company's goals. This could include inquiries about their approach to customer collaboration or how they measure success in service performance. It shows you're engaged and thinking strategically about the role.
