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.
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Only candidates based in UK and eligible to work in UK are allowed