Customer Success Manager

Are you passionate about creating exceptional customer experiences and driving meaningful change?

We're working with a growing, service-led organisation to recruit a Customer Service Manager who will be responsible for shaping and enhancing the overall customer experience across the business, both regionally and nationally. This role will be based out of their buzzing Edinburgh office and offers a competitive salary of circa £50,000 plus company benefits. This is a fantastic opportunity for a senior, strategic and customer-focused leader to drive service excellence, influence business-wide improvements, and ensure customers receive a consistent, high-quality experience at every stage of their journey.

This is a senior position where you'll be responsible for defining what great customer experience looks like, developing service standards, and leading initiatives that improve customer satisfaction, retention and operational performance. You'll work closely with teams across Commercial, Operations, Finance, Marketing and Systems to ensure customer commitments are delivered effectively and opportunities for improvement are identified and implemented.

• Develop and deliver the customer experience strategy, ensuring a consistent and high-quality customer journey across all service channels.
• Lead continuous improvement initiatives across onboarding, service delivery, complaints, mobilisation and customer communications.
• Use customer feedback, performance data and operational insight to identify trends, address pain points and drive service improvements.
• Lead, coach and develop the customer services function, creating a culture focused on accountability, customer excellence and continuous improvement.
• Partner with commercial, operational, finance, marketing and technology teams to align customer commitments with service delivery and business objectives.
• Oversee customer experience reporting, including satisfaction, service performance, complaints, retention risks and improvement initiatives.
• Act as the business lead for customer service systems, driving enhancements to workflows, automation, reporting and customer communications.
• Provide governance and oversight for new customer and contract mobilisations, ensuring a smooth and positive customer experience throughout.

We're keen to speak with experienced customer experience, customer services, service delivery or operational leaders from sectors such as Facilities Management, Logistics, Utilities, Business Services, Outsourcing, Telecommunications, Waste & Recycling, or other multi-site service environments.

• Experience developing and implementing customer experience strategies, service standards and customer journey improvements.
• Experience supporting organisations through periods of growth, transformation or operational change, helping to build scalable customer experience frameworks, processes and ways of working.
• Proven leadership experience, with responsibility for leading managers and developing customer-facing functions.
• A strategic mindset, with the ability to set direction, establish governance and drive continuous improvement rather than manage day-to-day customer service activities.
• Strong stakeholder management skills and the ability to influence across commercial, operational and support functions.
• Experience using CRM, ERP, customer service or service management platforms to improve workflows, reporting and customer outcomes.
• Exposure to process improvement, automation, systems enhancement or transformation initiatives.
• Strong analytical skills, with the ability to use customer and operational data to identify trends, risks and opportunities for improvement.
• Commercial awareness and a passion for delivering a consistently excellent customer experience.

Please note:

this is a strategic leadership role focused on customer experience, service standards, continuous improvement and team leadership. It is not responsible for managing day-to-day customer enquiries, case handling or service desk operations.