Artemis Human Capital is exclusively recruiting a Customer Excellence Manager on behalf of a global FMCG organisation. This role is pivotal in transforming the current customer service function from a largely reactive, transactional model into a proactive, customer-centric operation. The successful candidate will play a key role in enhancing service consistency, improving customer retention, and delivering a best-in-class customer experience. In addition, the position will establish clear ownership of customer service KPIs, strengthen feedback mechanisms, drive process improvements, and ensure alignment across customer service, sales, operations, technical, and finance teams. This is not simply an administrative management role - it is a strategic leadership position focused on elevating service standards, supporting business growth, and embedding a strong customer-first culture across the organisation. The Role The Customer Service Manager will lead and develop the Customer Service team to deliver an exceptional experience throughout the entire customer journey. The role is responsible for ensuring accurate and timely service delivery while driving excellence through leadership, continuous improvement, proactive communication, effective escalation management, and cross-functional collaboration. Key responsibilities include: Leading, coaching, and developing the Customer Service team to maintain high service standards and a customer-first mindset Overseeing the accurate and timely processing of sales, transfer, and returns orders, ensuring strong system and document control Acting as the escalation point for complex customer issues, ensuring prompt and effective resolution Developing, monitoring, and reporting on KPIs to enhance service quality, responsiveness, and efficiency Building strong working relationships across sales, operations, production, technical, and finance teams to ensure seamless service delivery Driving continuous improvement across customer processes, systems, and feedback loops Experience Proven experience in people management within customer service, customer experience, or administrative leadership Strong customer-focused mindset with a track record of building high-quality, responsive service cultures Experience collaborating across operational, commercial, and support functions to deliver on customer commitments Excellent organisational, communication, and stakeholder management skills Experience in KPI management, service reporting, and continuous improvement initiatives Ability to handle escalated customer issues in a professional, solutions-oriented manner Proficient in ERP/CRM systems and Microsoft Office Experience within a fast-paced manufacturing or supply-led environment is desirable Contact Nicky Strutt