Customer Experience Manager

R13 Recruitment Ltd; Tetford; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working

Mentorship & succession planning

Executive exposure

Professional development

Strategic impact

Job summary

R13 Recruitment Ltd is supporting a leading UK manufacturer to appoint a Customer Experience Manager responsible for leading the UK Customer Experience team and driving end-to-end Order-to-Cash excellence across B2B and D2C channels.

You will work closely with the Head of Logistics & Customer Operations to shape UK logistics strategies, collaborate with Sales, Finance and IT, and contribute to digital transformation initiatives including CRM and ERP systems.

Qualifications

• Proven experience leading Customer Experience, Customer Operations or Customer Service functions.
• Strong knowledge of Order-to-Cash processes in B2B and/or D2C.
• Experience in logistics, supply chain, manufacturing or distribution operations.
• Exposure to FMCG or fast-paced environments is advantageous.
• Experience with ERP/CRM systems, SAP preferred.
• Experience with digital transformation or AI-led customer service improvements.

Responsibilities

• Lead and develop the UK Customer Experience team to deliver high service levels for B2B and D2C.
• Own and continually improve end-to-end Order-to-Cash process and related KPIs.
• Coach and develop Team Leaders and Advisors.
• Partner with Head of Logistics & Customer Operations to gain UK logistics insight.
• Support strategic logistics and operational improvement projects.
• Collaborate with Sales, Supply Chain, Finance and IT to boost efficiency and outcomes.
• Contribute to digital transformation initiatives in CRM, ERP and AI-enabled services.

Skills

Customer Experience leadership

Order-to-Cash knowledge

Logistics & supply chain

ERP & CRM systems

Digital transformation / AI in CS

Cross-functional collaboration

Strategic thinking

Tools

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.

Important: If you are applying from outside the local area, please include details of your confirmed relocation plans and expected relocation date within your application. As we are unable to consider speculative relocation enquiries, applications that do not provide this information will not be progressed.

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.

• Competitive salary and comprehensive benefits package.
• Hybrid working, with a minimum of three days per week in the office.
• 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.