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.
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