Customer Experience Manager Manufacturing

Lead and improve the full customer journey in a growing manufacturing group, driving practical change across quote-to-delivery.

Client Details

The role sits within a well-established manufacturing group that specialises in complex, made-to-order products for a global B2B customer base.

Following recent growth through acquisitions, the business is modernising its systems and structure, blending traditional ways of working with new technology and a clear focus on customer excellence.

Description

There's been significant investment in systems and structure - moving from paper-based quoting to a well-implemented CRM, with strong customer feedback loops already in place. But there's a clear gap when it comes to consistent, proactive customer service and journey management - and that's where you come in.

This is a standalone role with strong backing from the senior leadership team. While titled Customer Experience Manager, you'll be operating in a strategic and hands-on capacity, working with teams across customer service, operations, sales, and commercial to drive improvements across the full quote-to-delivery process.

Your focus will include:

• Reviewing and improving how enquiries and quotes are handled
• Collaborating with teams to introduce and embed SLAs and service standards
• Representing the customer voice across the business - from traditional clients to more corporate, higher-end accounts
• Driving better use of CRM (HubSpot) and exploring innovation - from automation to AI
• Helping shift mindsets and ways of working - bringing teams on the journey in a practical, supportive way

This is step one of a wider plan to improve service and experience across the entire group - and there's room for this person to grow with it.

Profile

We're looking for someone who has been involved in improving the customer journey and experience in a manufacturing or similar B2B environment - ideally where orders are technical, complex or project-led.

You'll bring:

• Hands-on experience in improving customer-facing processes and touchpoints
• A collaborative approach - you'll be working across multiple teams and functions
• The ability to balance practical delivery with long-term thinking
• Positivity and energy to help shift legacy ways of working
• Confidence using CRM platforms (HubSpot is a plus) and an interest in tech-led service improvement

Job Offer

• Up to £50,000 salary
• Easy-to-reach Liverpool location with free parking and great transport links
• Hybrid working options, though site presence will be key to success in this role
• A rare opportunity to build something from the ground up, with full backing from a forward-thinking leadership team
• Real influence - your work will directly shape how the business delivers for its customers now and in the future
• A visible, standalone role in a business that's investing heavily in systems, structure, and service - and is ready for change