Customer Success Manager

Zachary Daniels; Warrington; Hybrid; GBP 38,000 - 47,000; Full time

Benefits offered by this job

Salary up to 42,500

Hybrid work

25 days leave

Product discounts

Gym membership

Free parking

Employee Assistance Programme

Job summary

Zachary Daniels is recruiting a Customer Success Manager in Birchwood, Warrington. Hybrid working with an initial four days in the office to drive relationships with key wholesale accounts and coordinate across sales, supply chain and finance.

You will monitor KPIs, identify growth opportunities, manage orders from placement to invoicing and deliver sustainable improvements. Salary up to 42,500 depending on experience with great benefits.

Qualifications

• 3+ years in customer service, account management, or customer success.
• Experience managing relationships with key customers or larger accounts.
• Familiarity with wholesale distribution, logistics or order-to-cash processes.
• Strong analytical skills to monitor KPIs and identify improvement opportunities.
• Excellent written and spoken English.

Responsibilities

• Build and develop strong relationships with key wholesale accounts through regular meetings and performance reviews.
• Analyse customer feedback and performance data to implement action plans with internal stakeholders.
• Monitor KPIs, sales conversion, order book performance and provide analysis and reporting.
• Identify blockers in order conversion and coordinate with teams to minimise delays.
• Support revenue goals by ensuring efficient order entry, fulfilment and invoicing.
• Collaborate with sales, supply chain, logistics and finance to improve service delivery.

Skills

Customer success

Account management

Analytics

Excel

SAP

CRM systems

English

Education

Bachelor's degree in business administration

Tools

SAP

CRM systems

Job description

Customer Success Manager Birchwood, Warrington Hybrid Working Up to 42,500

Are you an experienced customer relationship professional who enjoys driving performance, building strategic partnerships and delivering continuous improvement?

We're recruiting a Customer Success Manager to join a leading international brand based in Birchwood, Warrington. This is an exciting opportunity to take ownership of key wholesale customer relationships, working closely with major accounts and internal teams to improve customer experience, maximise sales conversion and drive operational excellence.

Combining customer relationship management, commercial analysis and operational coordination, this role is ideal for someone who enjoys working at the intersection of customer success, account management and supply chain operations.

The Role

As Customer Success Manager, you'll develop trusted relationships with key wholesale customers, understand their business needs and coordinate activity across multiple internal teams to ensure a seamless customer journey.

You'll play a key role in improving customer performance, identifying opportunities for growth and ensuring orders progress efficiently from placement through to delivery and invoicing.

Your responsibilities will include:

• Customer relationship management: Build and develop strong relationships with key wholesale accounts through regular meetings, performance reviews and proactive communication.
• Customer success planning: Analyse customer feedback and performance data to identify opportunities for improvement, developing and implementing action plans in collaboration with internal stakeholders.
• Performance and KPI management: Monitor customer service metrics, sales conversion, order book performance and other commercial indicators, providing meaningful analysis and reporting.
• Order book optimisation: Proactively identify order conversion blockers, manage outstanding orders and work with relevant teams to minimise delays, shortages and rejected orders.
• Commercial performance: Support revenue and sales conversion objectives by ensuring efficient order entry, fulfilment and invoicing processes.
• Operational coordination: Work closely with sales, supply chain, logistics, distribution centres and finance to resolve issues and improve service delivery.
• Delivery and dispute management: Monitor deliveries, coordinate outbound shipments, manage delivery blocks and support the timely resolution of disputes and invoice corrections.
• Sales forecasting and planning: Contribute to sales forecasting and planning processes, providing customer insights and working collaboratively to address supply challenges.
• Financial coordination: Partner with accounts receivable and commercial teams to identify credit risks, overdue payments and potential issues affecting customer orders.
• Continuous improvement: Identify opportunities to improve processes, reporting and ways of working, supporting the adoption of digital tools and systems.
• Stakeholder collaboration: Act as a trusted link between customers and internal teams, ensuring clear communication, effective escalation and a consistent approach to customer success.

About You

We're looking for a proactive, commercially aware professional who combines strong relationship-building skills with analytical thinking and a passion for improving customer outcomes.

Ideally, you'll have:

• At least three years' experience in customer service, account management, customer success, wholesale operations or order book management.
• Experience managing relationships with key customers or larger accounts.
• A background in sportswear, fashion, footwear, wholesale or retail distribution would be advantageous. Relevant experience in logistics, supply chain or order-to-cash operations will also be considered.
• Strong analytical skills and the ability to interpret data, monitor KPIs and identify opportunities to improve performance.
• An understanding of commercial metrics, sales conversion and order management processes.
• Excellent communication and interpersonal skills, with the confidence to influence stakeholders and build trusted relationships.
• Strong organisational and problem-solving abilities, with the flexibility to manage competing priorities in a fast-paced environment.
• Good working knowledge of Microsoft Excel, alongside experience using SAP and CRM systems.
• A collaborative mindset and the ability to work effectively across multiple departments.
• Excellent written and spoken English.

A bachelor's degree in business administration or a related discipline would be advantageous.

You'll be someone who takes ownership, anticipates potential challenges and works proactively with customers and colleagues to deliver sustainable improvements.

The role may involve occasional domestic and international travel as required.

What's on Offer?

• Salary: Up to 42,500, depending on experience.
• Hybrid working: Initially four days per week in the office, with the potential to move to three days per week following successful completion of the three-month probation period.
• Annual leave: 25 days.
• Product discounts: 50% off full-price products and 30% off outlet products.
• Gym benefits: Free 12-month membership at Alive & Well gym at Birchwood Park, plus 30% cashback on gym membership.
• Additional benefits: Free onsite parking and access to an Employee Assistance Programme.

BH37666