EMEA Senior Customer Experience Leader

MSS International Group; Manchester; On-site; GBP 90,000 - 120,000; Full time

Job summary

MSS International is seeking an experienced Customer Experience Manager to lead our EMEA customer service team across the full order lifecycle, from order receipt to on-time delivery.

This senior role requires strategic thinking, operational discipline, and the credibility to represent MSS at senior levels with Sales, Finance, Supply Chain and Logistics. You will manage a team of CSRs and a Logistics Specialist, drive improvements, and act as escalation point.

Qualifications

• Bachelor's degree in business administration, Supply Chain, Operations, Logistics, or related field.
• Minimum 10 years in customer service, order management, or supply chain operations.
• Minimum 5 years in leadership with people management.
• Experience managing senior-level customer relationships.
• Familiarity with EMEA logistics and warehousing operations.

Responsibilities

• Lead and develop a team of Customer Service Representatives and Logistics Specialist across EMEA.
• Set KPIs aligned to OTD, responsiveness, and order accuracy.
• Manage end-to-end order management and on-time delivery.
• Own KPI dashboard and report to management.
• Collaborate with Sales, Finance, Supply Chain and Logistics on escalations.

Skills

Team leadership

Customer service

Stakeholder management

Data analysis

Education

Bachelor’s degree in business administration

Tools

Microsoft Dynamics 365

Power BI

CRM systems

Job description

MSS International is seeking an experienced Customer Experience Manager to lead our EMEA customer service team across the full order lifecycle, from order receipt to on-time delivery.

This senior role requires strategic thinking, operational discipline, and the credibility to represent MSS at senior levels with Sales, Finance, Supply Chain and Logistics. You will manage a team of CSRs and a Logistics Specialist, drive improvements, and act as escalation point.