Customer Excellence Manager (Customer Care), UK & Ireland

Lead, motivate, and inspire the customer service team to deliver exceptional customer experiences. Set clear team goals and KPIs aligned to service quality, accuracy, responsiveness, and customer satisfaction. Recruit, train, onboard, and continuously develop customer service staff. Instil a culture of accountability, collaboration, and continuous improvement. Coach the team on service excellence, communication, and problem‑solving techniques. Support complaint investigations and corrective actions. Lead CX and VOC initiatives within UK & Ireland, ensuring feedback drives measurable improvements. Embed CX discipline, behaviours, and customer‑centric mindset across the Customer Care team. 5+ years in Customer Care, Customer Service, Order Management, or Customer Operations leadership roles. Experience in MedTech, Life Sciences, or Pharma preferred. Strong leadership skills with demonstrated ability to lead, develop, and inspire high‑performing teams. Excellent problem‑solving and conflict‑resolution skills. Strong knowledge of CRM platforms (e.g., Salesforce) and as well as ERP systems (preferably SAP). Experience analysing customer data and implementing service improvements. Can manage high‑pressure situations and escalations with composure. Strong interpersonal, communication, and cross‑functional collaboration skills. Knowledge of customer service best practices and industry standards. Develop and implement customer service policies, procedures, and service standards. Ensure accurate and timely execution of order management, fulfilment coordination, and inquiry handling. Coordinate with Supply Chain, Sales, Finance, Quality and other functions to resolve service‑related issues. Performance, Analytics & Reporting