Customer Experience Manager – EMEA

Greater Manchester | Circa £55k DOE | Monday-Friday, Office Based | Permanent We’re supporting a successful and growing international organisation with the appointment of a Customer Experience Manager – EMEA. This is a senior customer service leadership role with responsibility for the customer experience across the full order lifecycle, from order placement through to delivery. You’ll lead and develop an established Customer Service and Logistics team, build strong relationships with key customers and work closely with Sales, Finance, Supply Chain, Planning and Logistics to ensure consistently high service levels. This is an excellent opportunity for an experienced Customer Service, Customer Experience or Order Management professional with strong leadership, commercial and analytical skills.

The Role

As Customer Experience Manager, you’ll set service standards, drive operational performance and ensure customer expectations are consistently exceeded. You’ll act as a senior escalation point while proactively identifying opportunities to improve processes, systems and service delivery.

Key Responsibilities

Leadership & Team Management

Lead, manage and develop the Customer Service and Logistics teams Set and monitor KPIs covering service, delivery, responsiveness and order accuracy Conduct one-to-ones, team meetings and performance reviews Coach and develop team members and identify training opportunities Build a high-performance, customer-focused culture Act as the senior escalation point for complex customer issues Customer Relationships

Build strong relationships with key customers and senior stakeholders Act as a senior contact for customer service, logistics and supply chain matters Lead customer review meetings and present service performance data Proactively identify and resolve service issues Develop a strong understanding of customer requirements Support commercial and contractual reviews where required Order Management & Service Delivery

Oversee the complete customer order lifecycle from receipt through to delivery Ensure orders are processed accurately and efficiently Monitor outstanding and overdue orders and coordinate corrective action Work closely with Supply Chain, Planning, Warehousing and Logistics to maximise on-time delivery Ensure customer and order information is accurately maintained within the ERP system Monitor forecasts and customer demand, identifying supply risks early Performance & Continuous Improvement

Own and monitor the Customer Service KPI dashboard Report on measures including on-time delivery, responsiveness, complaints, overdue orders and forecast performance Analyse data to identify trends, root causes and improvement opportunities Develop and implement corrective action plans Drive continuous improvement across customer service processes Support ERP optimisation, automation and process improvement projects Develop and maintain robust SOPs and processes Cross-Functional Collaboration

Work closely with Sales, Finance, Supply Chain, Planning and Logistics Support the resolution of complaints, disputes and credit-related queries Provide customer demand and service insight into wider supply chain planning Collaborate with commercial teams to support inventory reduction initiatives Work effectively with international teams across multiple regions Ensure a consistent customer experience across EMEA

About You

We’re looking for an experienced customer service professional who has operated at a senior level and is comfortable leading a team while remaining hands-on when required. Ideally, you’ll have:

Significant experience in Customer Service, Customer Experience, Order Management or Supply Chain Previous experience managing and developing a team Experience managing key or strategic customer accounts Strong understanding of the end-to-end order lifecycle Experience within manufacturing, industrial, engineering, distribution or a similarly complex environment Good understanding of logistics, warehousing and delivery operations Proven experience improving customer service performance and KPIs Strong analytical skills and confidence working with data Excellent Excel skills, including pivot tables and data analysis Experience using an ERP system such as Microsoft Dynamics 365, SAP or similar CRM experience would be advantageous Power BI or dashboard/reporting experience would be beneficial The Person You’ll be a confident, credible and customer-focused leader who can build relationships at all levels. You’ll be commercially aware, analytical, highly organised and solutions-focused, with excellent communication skills and the ability to influence senior stakeholders. You’ll be comfortable managing escalations and challenging conversations while remaining proactive, collaborative and focused on continuous improvement.

Travel: Occasional travel may be required

Pension salary exchange totalling 9% (employee 5% sacrifice) 25 days' holiday + 3 days over Christmas + 8 Bank Holidays Free on-site parking Employee bonus scheme Death in service cover If you’re an experienced Customer Service Manager, Customer Experience Manager, Order Management Manager or Customer Operations professional looking for your next challenge, I’d love to hear from you. This is a confidential opportunity. Further details regarding the organisation will be provided to shortlisted candidates. 📧 (url removed) 📞 (phone number removed)