Senior Customer Experience Manager

Computerworld Personnel Ltd; Bristol; Hybrid; GBP 85,000 - 100,000; Full time

Job summary

A leading FMCG organization based in Kingston is seeking a Senior Customer Experience Manager. You will lead customer supply chain strategy, strengthen relationships with retail partners, and drive service performance across UK operations. This role involves managing a high-performing team and leveraging digital tools for improved performance. The ideal candidate has extensive experience in supply chain and customer operations within the FMCG sector, along with strong leadership skills. Competitive salary and excellent benefits are provided.

Benefits

Bonus 15%

Car Allowance £7,500

Industry-leading pension scheme

Share purchase scheme

Medical cover

Excellent development pathways

Wellbeing benefits

Staff discounts

Qualifications

• Strong background in Supply Chain, Customer Operations, or Customer Supply Chain Management.
• Experience working within the FMCG sector is key.
• Proven ability to improve operational KPIs (e.g. OTIF, forecasting, service levels).

Responsibilities

• Build and manage senior relationships within customer Supply Chain & Commercial teams.
• Lead the strategic customer contact plan and champion the voice of the customer.
• Drive improvements in forecasting accuracy, dispatch performance, invoice accuracy, and customer escalations.

Skills

Supply Chain Management

Customer Operations

Experience in FMCG sector

Use of digital tools (Power BI, AI)

Managing high-volume customer accounts

Tools

Power BI

Automation workflows

AI-enabled tools

Job description

Overview

Senior Customer Experience Manager

Location: Kingston (Hybrid)
Sector: FMCG / Consumer Goods
Level: Senior Manager (Team Leadership + Strategic Customer Ownership)

Package: Over £100,000

We are working on behalf of a global household-name FMCG organisation, operating across more than 100 countries and recognised for many of the world's best‑loved consumer brands.

They are transforming how they work with customers using data, innovation and collaboration to become the most trusted supplier in their industry.

If you want to lead change and have true influence, this is the role for you.

We\'re looking for a Senior Customer Experience Manager to lead customer supply chain strategy, strengthen their top‑tier customer relationships and drive service performance across our UK operations.

You will be the senior point of contact for their retail partners\' Supply Chain and Commercial teams, ensuring smooth execution, exceptional service and continuous improvement across customer operations.

This role also leads a high‑performing Customer Collaboration team, shaping ways of working and developing capabilities across the function.

Key Responsibilities

• Build and manage senior relationships within customer Supply Chain & Commercial teams.
• Lead the strategic customer contact plan and champion the voice of the customer.
• Drive improvements in forecasting accuracy, dispatch performance, invoice accuracy, OTIF, on‑shelf availability, claims performance and customer escalations.
• Manage and develop a Customer Collaboration team, setting direction, coaching and building capability.
• Champion the adoption of digital tools, automation, AI and analytics platforms to improve performance and decision‑making.

Skills & Experience

• Strong background in Supply Chain, Customer Operations, or Customer Supply Chain Management.
• Experience working within the FMCG sector is key.
• Experience working with, or supporting, major retailers or high‑volume customer accounts.
• Proven ability to improve operational KPIs (e.g. OTIF, forecasting, service levels).
• Comfortable with modern digital tools (Power BI, automation workflows, AI‑enabled tools).

Benefits

• Salary up to £100,000
• Bonus 15%
• Car Allowance £7,500
• Industry‑leading pension scheme
• Share purchase scheme
• Medical cover
• Hybrid working
• Excellent development & progression pathways
• Access to wellbeing benefits and staff discounts
• Opportunity to work with globally recognised consumer brands
• A collaborative, agile culture that rewards innovation and leadership

If you are interested in this position please click \"apply\".

Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors.

We receive a high level of applications and can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.