Customer Services Manager

ARV Solutions; Liverpool; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A well-established manufacturing group in Liverpool is seeking a Customer and Key Accounts Manager to transform the customer experience and manage key B2B client relationships. This role offers flexible working and aims to enhance customer satisfaction and drive business growth. The ideal candidate has a strong background in customer experience, account management, and process improvement. If you have a commercial mindset and excellent relationship skills, this position allows you to shape how the business serves its clients.

Benefits

Flexible working hours

Autonomy and ownership

Direct influence on customer satisfaction

Opportunity to build something meaningful

Qualifications

• Experience in a B2B manufacturing or technical environment.
• Background in customer experience, key account management, or client success.
• Ability to manage complex or high-value clients.

Responsibilities

• Redesign how enquiries, quotes, and orders are handled.
• Create and embed SLAs and service standards across departments.
• Act as the primary point of contact for key accounts.
• Identify and support growth opportunities within accounts.
• Drive smarter use of HubSpot CRM.

Skills

Customer experience

Key account management

Process improvement

Relationship management

Commercial mindset

CRM familiarity

Tools

HubSpot CRM

Job description

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Shape the Customer Journey | Own Strategic Relationships | Drive Growth
Liverpool | Up to £50,000 | Flexible Working

A High-Impact Role at the Heart of Service, Relationships, and Commercial Growth

This is a rare opportunity to join a well-established manufacturing group in a brand-new role focused on transforming the customer experience while owning relationships with key B2B clients.

The business specialises in complex, made-to-order products and has grown significantly through acquisitions. Now, with new leadership and serious investment in systems, structure, and service, they're ready for change - and they're looking for someone who can bring fresh thinking and real impact.

The Role

As Customer and Key Accounts Manager, you'll be responsible for both shaping the internal customer journey and managing key client relationships - combining strategy, hands-on process improvement, and commercial partnership.

What you'll do:

• Redesign how enquiries, quotes, and orders are handled for clarity, speed, and service
• Create and embed SLAs and service standards across departments
• Act as the primary point of contact for key accounts - ensuring exceptional service and long-term satisfaction
• Identify and support growth opportunities within your accounts
• Drive smarter use of HubSpot CRM, including workflows, automation, and insights
• Champion a CX-first mindset - coaching teams and aligning service with client needs

This is a visible, cross-functional role with backing from the leadership team and the scope to shape how the business serves its clients now and in the future.

What You'll Bring

You've worked in a B2B manufacturing or technical environment and understand the importance of both process and relationships when it comes to delivering real value.

You'll bring:

• A background in customer experience, key account management, or client success
• Experience improving customer-facing processes across sales, ops, or service
• Strong relationship skills - confident in managing complex or high-value clients
• A commercial mindset - you can spot opportunities and know how to act on them
• CRM familiarity (HubSpot is a plus) and an interest in tech-led service improvements
• Energy, clarity, and a collaborative, solution-focused approach

What's on Offer

• Liverpool-based role with flexible working hours and support for work-life balance
• Autonomy and ownership - you'll shape the role as you go
• Direct influence on customer satisfaction, account retention, and business growth
• A leadership-backed opportunity to build something meaningful from day one
• A key position in a company investing heavily in its future - and yours

Ready to Build, Lead, and Grow?

If you're passionate about delivering brilliant customer experiences and building trusted client relationships, this role gives you the platform - and the freedom - to make it happen.

Please apply with your CV and the ARV Solutions team will review

All qualified applicants will receive considerations for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.