Senior Customer Experience Lead — Growth & Partnerships

Cast UK Ltd; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

Cast UK Ltd in Manchester is seeking a Senior Customer Experience Executive to own a portfolio of customers, acting as the main liaison between clients and internal teams. You will drive growth, manage queries, and lead regular meetings to ensure contractual requirements are met and value is delivered.

The role focuses on building long-term relationships, delivering growth within existing accounts, and collaborating with Sales, Supply Chain and Operations to optimise service and outcomes.

Qualifications

• Proven experience in customer relationship management or account management.
• Strong track record of building long-term customer relationships.
• Experience delivering growth within existing accounts.
• Ability to influence and collaborate with multiple stakeholders.
• Strong commercial awareness and business planning.
• Experience working toward KPIs and deadlines.
• Excellent written and verbal communication skills.
• Attention to detail and a structured, process-driven approach.
• Proactive, solutions-focused with ownership.
• Strong IT and data analysis skills.

Responsibilities

• Manage and develop strong relationships with a portfolio of customers.
• Act as the voice of the customer, ensuring needs are understood internally.
• Support delivery of customer business plans and identify growth opportunities.
• Manage customer queries, expectations and commercial requirements.
• Lead regular customer meetings with action follow-ups.
• Monitor and report against KPIs, contractual requirements and objectives.
• Support category and range reviews, new product enquiries and quotations.
• Manage catalogue changes including new products and delists.
• Work with Supply Chain to maximise stock availability and minimise excess stock.
• Review forecasting to identify potential supply risks.
• Manage price changes and other commercial changes.
• Produce accurate customer reporting and insights from data.
• Review the order book and resolve issues like backorders and product supersessions.
• Collaborate with internal teams to deliver excellent end-to-end customer experience.
• Identify opportunities to improve processes, service and performance.

Skills

Customer relationship management

Account management

Commercial/customer-facing role

Stakeholder collaboration

Data analysis

Communication

Attention to detail

Process-driven

Ownership

Job description

Cast UK Ltd in Manchester is seeking a Senior Customer Experience Executive to own a portfolio of customers, acting as the main liaison between clients and internal teams. You will drive growth, manage queries, and lead regular meetings to ensure contractual requirements are met and value is delivered.

The role focuses on building long-term relationships, delivering growth within existing accounts, and collaborating with Sales, Supply Chain and Operations to optimise service and outcomes.