Customer Experience Manager – EMEA

Overview

As Customer Experience Manager – EMEA, you will lead the Customer Service and Logistics teams to deliver exceptional service across the full order lifecycle. You’ll partner with Sales, Finance and Supply Chain to maintain high service levels and drive improvements in processes and systems. This is a senior, hands-on leadership role with a focus on KPIs, customer relationships and cross-functional collaboration in a multinational setting. You’ll shape the customer experience strategy and own escalation resolution to protect and grow key accounts.

Pay / Benefits

• 25 days’ holiday + 8 Bank Holidays
• pension salary exchange 9% (employee 5% sacrifice)
• free on-site parking
• employee bonus scheme
• death in service cover
• Travel: occasional

Responsibilities

• Lead and develop the Customer Service and Logistics teams
• Set and monitor KPIs for service, delivery, responsiveness and order accuracy
• Coach team members; conduct performance reviews and identify training needs
• Build a customer-focused culture and act as senior escalation point
• Develop relationships with key customers and senior stakeholders
• Oversee end-to-end order lifecycle and ensure accurate processing
• Coordinate with Supply Chain, Planning, Warehousing and Logistics to maximise on-time delivery
• Maintain ERP data accuracy; monitor forecasts and identify supply risks
• Own KPI dashboard; report on on-time delivery, complaints, and forecast performance
• Drive continuous improvement and contribute to ERP optimisation and automation projects
• Create and maintain robust SOPs and processes
• Collaborate with Sales, Finance and cross-regional teams to ensure consistent customer experience across EMEA
• Support commercial reviews and resolve complaints or disputes

Key requirements

• Significant experience in Customer Service, Customer Experience, Order Management or Supply Chain
• Experience leading and developing a team
• Experience managing key or strategic customer accounts
• Strong understanding of end-to-end order lifecycle
• Experience in manufacturing, industrial, engineering, distribution or similar complex environments
• Understanding of logistics, warehousing and delivery operations
• Proven track record of improving customer service performance and KPIs
• Strong analytical skills; proficient with data
• Excellent Excel skills (pivot tables, 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

• customer-focused leadership
• commercial awareness
• analytical mindset
• Microsoft Dynamics 365
• SAP
• Power BI

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