Customer Experience Manager

R13 Recruitment; Tetford; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Progression pathway

Mentorship program

Executive exposure

Professional development

Job summary

R13 Recruitment are delighted to support a leading UK manufacturer in their search for a Customer Experience Manager. This is a rare opportunity for an ambitious operational leader to take ownership of an established customer operations function while benefiting from genuine long-term career development and progression into senior leadership.

You'll lead the UK Customer Experience team, oversee the end-to-end Order-to-Cash process, and coach Leaders and Advisors.

Qualifications

• Proven experience leading Customer Experience or Customer Service functions.
• Strong knowledge of Order-to-Cash processes in B2B/D2C.
• Experience in logistics, supply chain, manufacturing or distribution operations.

Responsibilities

• Lead and develop the UK Customer Experience team delivering high service levels for B2B and D2C.
• Oversee end-to-end Order-to-Cash with focus on service and commercial performance.
• Coach Team Leaders and Advisors and drive cross-functional collaboration.
• Partner with Head of Logistics and Customer Operations to deepen knowledge of UK logistics and distribution.
• Support strategic projects and continuous improvement across the business.
• Collaborate with Sales, Supply Chain, Finance and IT to optimise customer outcomes.
• Drive digital transformation initiatives including CRM, ERP and AI-enabled service.

Skills

Customer Experience Leadership

Order-to-Cash

Logistics & Ops

Cross-functional Stakeholders

Digital Transformation

ERP & CRM

SAP Experience

Tools

ERP systems

CRM systems

SAP

Job description

R13 Recruitment are delighted to be supporting a leading UK manufacturer in their search for a Customer Experience Manager. This is a rare opportunity for an ambitious operational leader to join a growing business, taking ownership of an established customer operations function while benefiting from genuine long-term career development, broader operational exposure and the opportunity to progress into a senior leadership position.

You’ll lead an established Customer Experience function while gaining valuable exposure to wider logistics and operational activities. As your knowledge and responsibilities grow, you’ll have the opportunity to contribute to strategic projects and play an increasingly influential role with future potential to oversee both logistics and customer operations.

The Company

Our client is a well-established UK manufacturer with an outstanding reputation for quality, innovation and customer service. Operating within a fast-paced environment, they continue to invest in both their people and operations, creating exciting opportunities for ambitious professionals looking to develop their careers within a progressive organisation.

Your Benefits

• Competitive salary and comprehensive benefits package.
• Hybrid working, with a minimum of three days per week in the office.
• A guaranteed progression pathway.
• Structured mentorship and succession planning with an experienced senior leader.
• Direct exposure to executive decision-making and Senior Leadership Team initiatives.
• Ongoing professional development within a collaborative and supportive environment.
• The opportunity to shape the future of customer operations and logistics across the UK business.

The Day to Day

• Leading and developing the UK Customer Experience team, driving high levels of service across both B2B and D2C operations.
• Managing and continuously improving the end-to-end Order-to-Cash process, ensuring service excellence and strong commercial performance.
• Coaching, mentoring and developing Team Leaders and Customer Experience Advisors.
• Working alongside the Head of Logistics & Customer Operations to gain in-depth knowledge of UK logistics, supply chain operations and distribution.
• Supporting strategic logistics and operational improvement projects across the business.
• Building experience across in-house distribution and third-party logistics operations.
• Collaborating closely with Sales, Supply Chain, Finance and IT teams to improve operational efficiency and customer outcomes.
• Supporting digital transformation initiatives, including CRM, ERP and AI-enabled customer service technologies.
• Contributing to long-term operational strategy and organisational change.
• Developing strong relationships with the Senior Leadership Team ahead of your planned progression into a Head of Department role.

You Will Have

• Proven experience leading Customer Experience, Customer Operations or Customer Service functions.
• Strong knowledge of Order-to-Cash processes within a B2B and/or D2C environment.
• Experience working within logistics, supply chain, manufacturing or distribution operations.
• Experience gained within FMCG, food manufacturing or similar fast-paced operational environments would be beneficial.
• Previous exposure to in-house logistics or third-party logistics management would be highly advantageous.
• Strong operational leadership skills with the ability to influence change and drive continuous improvement.
• Experience managing cross-functional stakeholder relationships.
• Commercial awareness and the ability to balance operational priorities with strategic objectives.
• Experience using ERP and CRM systems essential, with SAP experience highly desirable.
• Previous involvement in digital transformation, automation or AI-led customer service improvements would be advantageous.
• The ambition, leadership capability and strategic mindset to progress into a Senior Leadership Team position.