Senior Customer Service Manager

Senior and executive search across customer operations, CX and contact centres.

Lead the customer service function for a long-established global manufacturer: a c.£100M B2B operation supplying customers across UK, Ireland and export markets.

The product journey is complex: manufactured in the UK, sold globally, and shipped on lead times that customers plan their own production around. Raw material and energy costs move, transport capacity tightens, and sustainability commitments are reshaping how product is made and moved. Customer service sits in the middle of all of it, and this role leads it.

• The order book: managing demand, lead times and delivery promises across UK, Ireland and export markets
• The service strategy: where the function goes next and the decisions that get it there
• A multi-million pound annual transport budget, from cost control through to invoice accuracy in SAP
• Third-party logistics performance across UK and European routes: cost, reliability, accountability
• Tech and systems adoption: better use of SAP, sharper data, KPI reporting that drives decisions
• A team of 5, including a Team Leader

You’ll be the voice of the customer at senior level, building relationships across Sales, Operations, Planning, Quality and Procurement, and you’ll be trusted to make the calls that keep customers supplied when materials, capacity and costs are moving.

• A customer leader: currently leading a customer operations team, account managers or specialists in a B2B marketplace
• Understands a product journey end to end: production, lead times, transport, delivery
• Strong on SAP and sharper on what the data means
• Has taken a team through change and made it perform better
• Equally at home setting strategy and challenging a transport invoice

• On site, with flexibility around working hours
• Pension with up to 8% employer contribution
• 25 days holiday rising to 27 with service, plus bank holidays and a holiday exchange scheme
• Parking and EV charging on site