Customer Services Manager; Order-to-Cash

R13 Recruitment are partnering a well‑established and internationally operating consumer brand in their search for a Customer Services Manager to lead their UK customer service function – within a specific Order-to-Cash remit.

This is a fantastic opportunity for an experienced order-to-cash expert to join a growing and evolving business, overseeing both B2B and direct‑to‑consumer operations. This position will play a pivotal role in driving service excellence, leading operational improvements, developing teams and enhancing the overall customer journey across multiple channels. The successful candidate will oversee a well‑established team while working collaboratively with international colleagues to enhance processes, customer experience and large‑scale operational performance.

Working hours are full‑time, Monday to Friday, based just outside of Thetford with hybrid working available. Salary is offered at £45,000 - £50,000 DOE plus an additional bonus paid out quarterly.

• Leading and supporting a well‑established customer services function across both B2B and D2C channels.
• Managing end‑to‑end Order‑to‑Cash processes, ensuring service quality and operational efficiency.
• Monitoring and improving customer service KPIs, reporting metrics and operational performance.
• Driving operational efficiencies and process improvement initiatives.
• Supporting digital transformation and automation projects across the function.
• Monitoring service levels, workflows and operational performance metrics.
• Working collaboratively with departments including Sales, Supply Chain, Digital and Finance.
• Ensuring an exceptional customer experience across all touchpoints.
• Supporting team development, performance management and coaching activities.
• Managing escalations and resolving complex customer service issues.
• Overseeing service delivery standards across multiple communication channels.
• Identifying opportunities to enhance systems, reporting and operational processes

• Previous leadership experience within operations, customer support or order management environments with specific Order‑to‑Cash full life‑cycle experience.
• Strong understanding of operational processes and customer journey management.
• Strong systems knowledge, ideally including ERP and CRM platforms such as SAP or Salesforce.
• A collaborative leadership style with the ability to motivate and develop teams.
• Commercial awareness and a customer‑centric mindset.
• Strong organisational and problem‑solving skills.
• Comfortable working within fast‑paced and evolving business environments.
• Experience supporting change, process improvement or digital transformation initiatives.
• Excellent communication and stakeholder management skills.
• A proactive and solutions‑focused approach.

• Quarterly bonus scheme worth up to 15% of annual salary
• 33 days holiday inclusive of bank holidays
• Pension scheme
• Cycle to work scheme
• Wellbeing support and employee benefits platform
• Opportunity to work within a collaborative international environment
• Exposure to digitalisation, AI and operational improvement projects
• Long‑term career development opportunities within a global business