Job Description
Are you a people-focused leader who loves driving exceptional customer service? Do you enjoy improving processes, leading high-performing teams and working cross-functionally to achieve outstanding customer outcomes? If that sounds like you, this Senior Customer Experience Manager role could be your next move.
We re supporting a major manufacturing business based in Portsmouth, supplying customers across global markets including aerospace, industrial, automotive and electronics. They re known for high-quality engineered products, international reach, and a culture that encourages innovation, teamwork and continuous improvement.
What s the role all about?
As the Senior Customer Experience Manager, you ll lead the Customer Experience and Customer Service function ensuring outstanding service, operational excellence and strong customer relationships.
You ll work closely with Operations, Production, Planning, Purchasing and Logistics, influencing decision-making and driving improvements across the customer journey.
You ll be responsible for:
- Leading, coaching and developing a high-performing customer-focused team
- Setting KPIs and driving customer satisfaction and efficiency
- Managing escalations and supporting key customer relationships
- Ensuring accurate order processing, documentation and export/logistics compliance
- Reviewing open orders, schedules and backlog reports
- Analysing customer demand and performance data to identify improvements
- Driving system and process enhancements to optimise customer experience
This is a highly visible, strategic role where your leadership directly impacts service performance and business growth.
What you need to bring
- Experience leading a customer service or customer operations team
- Strong communication and stakeholder engagement skills
- Experience in a regulated or manufacturing environment (electronics/aerospace is ideal)
- Knowledge of logistics and export processes
- Advanced Excel/data analysis skills
- Ability to coach, mentor and build a high-performance culture
- Strong problem-solving and organisational skills
Education & Experience
- Degree/HND or equivalent in Business, Supply Chain, Engineering or similar
- 5+ years in customer account management or supply chain
- Minimum 2 years in a leadership role
Who you are
You re someone who thrives on ownership, collaboration and delivering results. You enjoy developing your team, driving continuous improvement and enhancing the customer journey.
You ll be:
- Customer-first and commercially focused
- Analytical with strong attention to detail
- Calm under pressure and confident making decisions
- Naturally collaborative and proactive
What s in it for you?
- Up to £47,000pa salary
- 25 days holiday + bank holidays
- Additional 3 Christmas shutdown days
- Pension scheme
- Life cover (3x salary)
- Bonus scheme
- Cycle to Work + EAP
Ready to take the next step?
If you re an experienced Senior Customer Experience Manager looking for your next challenge, we d love to hear from you.
Apply today or contact me directly for a confidential conversation.
Kingdom People are acting as an Employment Agency in relation to this vacancy.
