Customer Quality Manager

Computacenter; Hatfield; On-site; GBP 45,000 - 70,000; Full time

Job summary

Computacenter is seeking a Customer Quality Manager to evaluate end-to-end processes impacting customer quality, service delivery, and cost to serve. You will use Salesforce and SAP to measure, analyze, and derive insights without owning redesign.

This 18-month fixed-term contract focuses on governance, dashboards, KPIs, and cross-functional collaboration with account teams and leaders to drive operational excellence and customer remediation.

Qualifications

• Bring 3–5 years of experience in a similar role.
• Speak English fluently, with German or French as a plus.
• Bring experience in process measurement, quality analysis, or operational performance monitoring in complex, cross-functional environments.
• Have strong analytical skills and experience interpreting complex data to identify improvement opportunities.
• Are comfortable working with KPIs, quality metrics, performance dashboards, and customer impact measures.
• Understand end-to-end supply chain processes and cross-department dependencies.
• Have experience working with enterprise systems such as Salesforce and SAP.
• Engage stakeholders confidently and influence through clear communication.
• Can prioritise opportunities based on impact, effort, and business value.
• Are familiar with data visualisation tools such as Excel, Power BI, or Tableau.
• Have exposure to PRINCE2 or equivalent project management frameworks, with a focus on governance awareness.
• Bring a background in quality, operations, or customer experience environments.
• Understand quality methodologies and structured root cause analysis techniques.

Responsibilities

• Review customer quality data and operational performance to spot trends, inefficiencies, risks, and improvement opportunities.
• Provide objective, data-driven recommendations to process owners, account teams, and leaders to support operational excellence, customer remediation, and continuous improvement.
• Monitor and evaluate how end-to-end operational processes work across the full customer lifecycle.
• Define and track KPIs, quality measures, service performance, and cost-to-serve impact.
• Assess process performance against customer commitments and quality standards.
• Identify inefficiencies, risks, control gaps, and performance variation.
• Measure and validate improvement impact before and after changes.
• Analyse customer quality data such as complaints, defects, rework, escalations, SLA breaches, and feedback.
• Prioritise improvement opportunities based on customer impact, risk, and cost, using a recommendation-focused approach.
• Review operational, financial, and customer data to identify trends and improvement opportunities.
• Create dashboards and reports to support governance and decision-making.
• Act as an objective advisor on process performance, validating effectiveness without owning redesign or implementation.

Skills

3-5 years experience

English fluency

German/French bonus

Process measurement

Quality analysis

Cross-functional

Analytical skills

KPIs and dashboards

End-to-end processes

Salesforce

SAP

Power BI/Tableau Excel

PRINCE2 governance

Tools

Salesforce

SAP

Job description

The Technology Sourcing Innovation (TSI) team set the system and process vision for Computacenter's product business to ensure we delight our customers effectively through proven standard services, global best practise and efficient ways of working.

As a Customer Quality Manager, you will be responsible for evaluating the performance and effectiveness of end-to-end operational processes that impact customer quality, service delivery, and cost to serve etc; using strong process and system knowledge, including platforms like Salesforce and SAP, to focus on measurement, analysis, and insight rather than owning or designing processes.

This is a 18 month fixed term contract.

What you'll do

• Review customer quality data and operational performance to spot trends, inefficiencies, risks, and improvement opportunities
• Provide objective, data-driven recommendations to process owners, account teams, and leaders to support operational excellence, customer remediation, and continuous improvement
• Monitor and evaluate how end-to-end operational processes work across the full customer lifecycle
• Define and track KPIs, quality measures, service performance, and cost-to-serve impact
• Assess process performance against customer commitments and quality standards
• Identify inefficiencies, risks, control gaps, and performance variation
• Measure and validate improvement impact before and after changes
• Analyse customer quality data such as complaints, defects, rework, escalations, SLA breaches, and feedback
• Prioritise improvement opportunities based on customer impact, risk, and cost, using a recommendation-focused approach
• Review operational, financial, and customer data to identify trends and improvement opportunities
• Create dashboards and reports to support governance and decision-making
• Act as an objective advisor on process performance, validating effectiveness without owning redesign or implementation

What you'll need

• Bring 3-5 years of experience in a similar role
• Speak English fluently, with German or French as a plus
• Bring experience in process measurement, quality analysis, or operational performance monitoring in complex, cross-functional environments
• Have strong analytical skills and experience interpreting complex data to identify improvement opportunities
• Are comfortable working with KPIs, quality metrics, performance dashboards, and customer impact measures
• Understand end-to-end supply chain processes and cross-department dependencies
• Have experience working with enterprise systems such as Salesforce and SAP
• Engage stakeholders confidently and influence through clear communication
• Can prioritise opportunities based on impact, effort, and business value
• Are familiar with data visualisation tools such as Excel, Power BI, or Tableau
• Have exposure to PRINCE2 or equivalent project management frameworks, with a focus on governance awareness
• Bring a background in quality, operations, or customer experience environments
• Understand quality methodologies and structured root cause analysis techniques