At a Glance
- Tasks: Lead customer supply chain strategy and enhance top-tier relationships.
- Company: Global FMCG leader known for iconic consumer brands.
- Benefits: Competitive salary, bonus, 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: Experience in Supply Chain and FMCG, with strong digital tool skills.
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.
- 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).
- 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 employer: Wagstaff Recruitment
Join a globally recognised FMCG leader in Kingston upon Thames, where innovation and collaboration drive our mission to enhance customer experiences. With a competitive salary exceeding £100,000, generous benefits including a 15% bonus and industry-leading pension scheme, and a culture that fosters professional growth and well-being, this is an exceptional opportunity for those looking to make a meaningful impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Manager – Kingston upon Thames
✨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 recent innovations and customer strategies. Show them you’re not just another candidate; you’re someone who understands their mission and can contribute to their transformation journey.
✨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 experience in a way that resonates with the hiring team.
✨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 the initiative to connect directly with us.
We think you need these skills to ace Senior Customer Experience Manager – Kingston upon Thames
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 the key responsibilities listed in the job description.
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 specific examples of how you've improved operational KPIs in previous roles.
Showcase Your Digital Savvy:Since this role involves championing digital tools and analytics, make sure to highlight your experience with modern tech like Power BI or AI-enabled tools. We love seeing candidates who are comfortable with innovation and can drive performance through technology.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It streamlines the process and ensures your application gets to the right people. Plus, it shows us you're serious about joining our team!
How to prepare for a job interview at Wagstaff Recruitment
✨Know Your Customer Experience
Make sure you understand the key aspects of customer experience management, especially in the FMCG sector. Research the company’s approach to customer relationships and be ready to discuss how your experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Senior Customer Experience Manager, you'll need to lead a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, building capabilities, and driving performance improvements.
✨Be Data-Driven
Familiarise yourself with the digital tools mentioned in the job description, like Power BI and AI-enabled tools. Be prepared to discuss how you've used data to improve operational KPIs and make informed decisions in previous roles.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer escalations. Think of specific scenarios where you've improved service performance or resolved issues, and be ready to share those stories.
