Customer Services Manager - Europe

HireWise; Tamworth; On-site; GBP 90,000 - 130,000; Full time

Job summary

HireWise seeks an experienced Customer Services Manager for Europe to lead an international team across Ireland, the Netherlands, the UK, Germany and France, servicing a diverse B2B customer base in 60+ countries through distributors. The role focuses on exceptional customer experiences, operational excellence, and aligning with global service standards while tailoring regional strategies.

The role requires 10+ years in CS/ops within manufacturing, 5+ years in leadership, fluency in English

Qualifications

• 10+ years’ experience in customer service or operations within manufacturing/B2B
• 5+ years in a leadership role leading multi-country CS operations in Europe
• Strong understanding of ERP/CRM systems (SAP, Salesforce) and AI tooling
• Demonstrated ability to lead organizational change and process transformation
• Fluent in English; German language skills are an advantage

Responsibilities

• Develop and implement European customer service approach aligned with global objectives and standards.
• Lead, coach and inspire a multi-country team to deliver best-in-class service and performance management.
• Collaborate with European Leadership Team on strategic planning, growth initiatives and continuous improvement.
• Oversee end-to-end order-to-delivery processes with production, logistics and sales teams.
• Drive standardization and automation of service processes across European entities; optimize ERP/CRM usage and digital tools.

Skills

Leadership

Multi-country coordination

Strategic planning

Change management

Data-driven decision making

Education

Bachelor's degree in business/operations/supply chain

Tools

SAP ERP

Salesforce CRM

AI tools

Job description

Our Client is an international manufacturer with over 60 years’ experience providing specialised, high-performance cutting tools for precision machining. The European division of the company is headquartered in Ireland, with additional operations in Germany, the Netherlands, Switzerland, the UK and the USA. The group brings together industry-leading brands which serve machinists, engineers and CNC programmers in aerospace, automotive, defence, energy, medical and mould-and-die. We are looking to attract an experienced Customer Services Manager for Europe to lead and elevate our brand-led customer service operations. As part of a global precision engineering & manufacturing organization, you will oversee an international team based in Ireland, Netherlands, UK, Germany and France, serving a diverse B2B customer base, primarily through distribution channels, in over 60 countries. This role will ensure exceptional customer experiences, operational excellence, and alignment with the company’s global service standards while tailoring approaches to regional market needs, resolving customer issues and providing the highest standard of service.

Key Responsibilities

• Develop and implement the European customer service approach, supporting our European sales strategy in line with our global objectives and standards for customer service.
• Lead, coach, and inspire a multi-country team to deliver best-in‑class service in transaction support and post‑transaction functions and driving results while providing feedback, coaching, training and performance management.
• Serve as a key member of the European Leadership Team, contributing to strategic planning, growth initiatives, and continuous improvement efforts, while ensuring pricing, profitability and service objectives are being met.

Customer Experience & Relationship Management

• Champion a customer‑centric culture across the organization, driving improvements in responsiveness, accuracy, and communication.
• Build and maintain strong relationships with key customers, distributors, and partners to ensure service satisfaction and retention.
• Establish, implement & monitor customer service KPI’s as well as feedback channels to identify trends and implement corrective actions.

Operational Excellence

• Oversee end-to-end order-to-delivery processes, ensuring efficient coordination with production, logistics, and sales teams.
• Drive standardization and automation of service processes across European entities, ensuring compliance with global procedures.
• Lead initiatives to introduce and optimize ERP/CRM systems usage as well as digital tools to enhance service quality and efficiency.

Performance & Continuous Improvement

• Establish and manage key performance metrics (e.g., OTIF tracking, case resolution time, customer satisfaction).
• Lead continuous improvement projects (using Lean / Six Sigma methodologies) to reduce errors and enhance service quality.
• Partner with North American counterpart to share best practices and contribute to global service innovation initiatives.
• Strategic and analytical mindset with strong commercial acumen.
• Exceptional leadership, communication, and stakeholder management skills that can be applied to change management, team transformation and / or performance improvement environments
• Passion for customer experience and continuous improvement.
• Resilient and adaptable in a fast‑paced, evolving & developing, matrixed global environment.
• Data‑driven approach to decision‑making and performance management

Qualifications & Experience

• Minimum 10 years’ experience in customer service or operations within a manufacturing or industrial B2B environment, including 5+ years in a leadership role.
• Proven success managing multi‑country customer service operations across Europe.
• Strong understanding of ERP and CRM systems (SAP, Salesforce, or similar a distinct advantage), with understanding and experience of enhancement of the customer service process using AI tools highly desirable.
• Demonstrated ability to lead organizational change and process transformation.
• Fluent in English (essential), with German fluency an advantage
• Bachelor’s degree in business, operations, supply chain, or a related field