Customer Experience Manager

Key Roles

• Own end-to-end customer operations across quotation, order management, and account servicing.
• Lead CRM as a core business platform to drive visibility, discipline, and insights.
• Support Sales with strong commercial judgment across pricing, pipeline, and customer strategy.
• Drive continuous improvement, standardization, and automation across workflows.
• Build, lead, and develop a high-performing, customer-centric team.

Job Responsibilities

• Oversee daily execution of quotations, order processing, and customer requests, ensuring high standards of accuracy, responsiveness, and service quality.
• Manage end-to-end customer operations from quotation through order fulfilment and after-sales support.
• Monitor and improve turnaround times, service levels, and customer satisfaction metrics.
• Own and optimize CRM (HubSpot) as the central platform for customer and sales operations.
• Ensure data accuracy, pipeline visibility, and reporting consistency across teams.
• Develop dashboards and generate actionable insights to support management decision-making.
• Drive CRM adoption and implement automation to improve efficiency and reduce manual work.
• Partner closely with Sales on quotation quality, pricing execution, and deal progression.
• Apply commercial judgment to balance competitiveness, margins, and customer value.
• Track pipeline health, conversion rates, and customer trends to identify opportunities.
• Identify inefficiencies and redesign workflows to improve scalability, consistency, and speed.
• Implement SOPs and best practices across customer operations.
• Lead continuous improvement initiatives aligned with business objectives and principal standards.
• Lead, coach, and develop the Customer Experience team to build a high-performance culture.
• Set KPIs, monitor performance, and drive accountability across the team.
• Foster a customer-centric, proactive, and results-driven mindset.
• Other duties and assignments as assigned from time to time.

Job Responsibilities

• Bachelor's degree in Business, Engineering, or a related discipline
• 5–10 years of relevant experience in customer operations, sales support, or commercial roles
• Proven experience managing or optimizing CRM systems (HubSpot preferred)
• Strong commercial acumen with understanding of pricing, margins, and sales processes
• Experience in B2B industrial, engineering, or distribution environments is highly preferred
• Prior experience in team leadership and people management