Customer Experience Manager – EMEA
Axon Moore
This is a senior customer service leadership role with responsibility for the customer experience across the full order lifecycle, from order placement through to delivery.
You’ll lead and develop an established Customer Service and Logistics team, build strong relationships with key customers and work closely with Sales, Finance, Supply Chain, Planning and Logistics to ensure consistently high service levels.
This is an excellent opportunity for an experienced Customer Service, Customer Experience or Order Management professional with strong leadership, commercial and analytical skills.
The Role As Customer Experience Manager, you’ll set service standards, drive operational performance and ensure customer expectations are consistently exceeded. You’ll act as a senior escalation point while proactively identifying opportunities to improve processes, systems and service delivery.
Key Responsibilities Leadership & Team Management
- Lead, manage and develop the Customer Service and Logistics teams
- Set and monitor KPIs covering service, delivery, responsiveness and order accuracy
- Conduct one-to-ones, team meetings and performance reviews
- Coach and develop team members and identify training opportunities
- Build a high-performance, customer-focused culture
- Act as the senior escalation point for complex customer issues
- Build strong relationships with key customers and senior stakeholders
- Act as a senior contact for customer service, logistics and supply chain matters
- Lead customer review meetings and present service performance data
- Proactively identify and resolve service issues
- Develop a strong understanding of customer requirements
- Support commercial and contractual reviews where required
- Oversee the complete customer order lifecycle from receipt through to delivery
- Ensure orders are processed accurately and efficiently
- Monitor outstanding and overdue orders and coordinate corrective action
- Work closely with Supply Chain, Planning, Warehousing and Logistics to maximise on-time delivery
- Ensure customer and order information is accurately maintained within the ERP system
- Monitor forecasts and customer demand, identifying supply risks early
- Own and monitor the Customer Service KPI dashboard
- Report on measures including on-time delivery, responsiveness, complaints, overdue orders and forecast performance
- Analyse data to identify trends, root causes and improvement opportunities
- Develop and implement corrective action plans
- Drive continuous improvement across customer service processes
- Support ERP optimisation, automation and process improvement projects
- Develop and maintain robust SOPs and processes
- Work closely with Sales, Finance, Supply Chain, Planning and Logistics
- Support the resolution of complaints, disputes and credit-related queries
- Provide customer demand and service insight into wider supply chain planning
- Collaborate with commercial teams to support inventory reduction initiatives
- Work effectively with international teams across multiple regions
- Ensure a consistent customer experience across EMEA
Ideally, you’ll have:
- Significant experience in Customer Service, Customer Experience, Order Management or Supply Chain
- Previous experience managing and developing a team
- Experience managing key or strategic customer accounts
- Strong understanding of the end-to-end order lifecycle
- Experience within manufacturing, industrial, engineering, distribution or a similarly complex environment
- Good understanding of logistics, warehousing and delivery operations
- Proven experience improving customer service performance and KPIs
- Strong analytical skills and confidence working with data
- Excellent Excel skills, including pivot tables and data analysis
- Experience using an ERP system such as Microsoft Dynamics 365, SAP or similar
- CRM experience would be advantageous
- Power BI or dashboard/reporting experience would be beneficial
You’ll be commercially aware, analytical, highly organised and solutions-focused, with excellent communication skills and the ability to influence senior stakeholders. You’ll be comfortable managing escalations and challenging conversations while remaining proactive, collaborative and focused on continuous improvement.
Travel: Occasional travel may be required
- Pension salary exchange totalling 9% (employee 5% sacrifice)
- 25 days' holiday + 3 days over Christmas + 8 Bank Holidays
- Free on-site parking
- Employee bonus scheme
- Death in service cover
This is a confidential opportunity. Further details regarding the organisation will be provided to shortlisted candidates.
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