Manager – Customer Success

Overview

In this leadership role, you guide the Customer Supply Chain team to optimise the end-to-end order-to-cash and fulfilment process, partnering with Sales, Marketing, Finance, Logistics and Operations. You will shift the team from transactional handling to proactive customer partnership, delivering measurable improvements in service, cost efficiency and customer satisfaction. The role combines strategic leadership with hands-on coaching to align supply chain capabilities with major customers. This is a chance to influence commercial performance while driving a culture of continuous improvement.

Pay / Benefits

• car cash allowance
• private health care
• company bonus
• hybrid working
• total rewards package
• career growth opportunities

Responsibilities

• Lead and develop a team of Customer Supply Chain associates responsible for order fulfilment and account management
• Act as primary supply chain partner for major customers and align capability with requirements
• Own end-to-end order management with focus on OTIF, order health, shortages and delivery discrepancies
• Lead customer reviews and joint business planning for forecast alignment, promotions and NPI/changes
• Drive cost-to-serve improvements, deliveries, claims, deductions and returns
• Provide operational leadership for day-to-day customer service, escalations and service continuity
• Develop performance measures for service, OTIF, forecast accuracy, debt and satisfaction
• Translate data into insights for senior leaders and cross-functional teams
• Lead cross-functional improvement initiatives and embed changes
• Support recruitment, onboarding and succession planning to build an inclusive team

Key requirements

• Proven people leadership in customer service, customer supply chain or equivalent
• Strong customer service mindset with decision-making and balance of needs
• Excellent communication and relationship-management skills with senior stakeholders
• Experience coaching and developing teams with clear expectations and feedback
• Analytical mindset with ability to convert data into actionable steps
• Experience of end-to-end process improvements and cross-functional change
• Good organisational judgement for prioritising and escalation management
• Proficiency with Microsoft Excel and reporting tools
• Experience with SAP and Salesforce is advantageous (training provided)

• customer-centric
• communication
• influencing
• Microsoft Excel
• SAP
• Salesforce

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