Customer and consumer services manager

Job Description

Job Role: Customer & Consumer Services Manager

Location: Bridgend (onsite with some flexibility)

Salary: Competitive and commensurate with experience

Industry: Technology/E-commerce/Retail

This is a senior leadership role sitting within the operations function of a well-established, globally distributed consumer goods business, reporting directly to the COO.

The business sells through multiple channels; B2B, Amazon Vendor Central and FBA, and direct-to-consumer across international markets. The (CS) customer services function sits at the centre of all of it.

The team currently numbers around 17 people, structured across three specialisms: Consumer Services, Direct to Consumer and trade (D2C), and Amazon.

This business now PE backed with fast growth planned are looking at processes and systems that underpin this department. The function is going through a period of genuine change; a new ERP is being implemented, processes are being redesigned from the ground up, and the business needs someone with the experience and credibility to lead that workstream while keeping day-to-day operations running to a high standard.

This is not a role for someone stepping up into senior leadership for the first time. The business needs someone who has already operated at this level, in a comparable environment, and who can demonstrate what they've actually built or fixed not just managed.

Key Responsibilities

Order-to-Invoice

• Full ownership of the purchase-order-to-invoice process across B2B, Amazon Vendor Central and FBA, and global trade customers
• Order entry, acknowledgment, delivery coordination, invoicing, and invoice query resolution
• Amazon Vendor Central chargebacks, compliance tickets, and shortage claims management
• Export documentation, audit trails, and trade terms support in collaboration with the sales team
• Returns, credit notes, and post-sales escalation handling across B2B and retail channels
• Close working relationship with logistics on delivery coordination and shortage resolution

Consumer Services

• Leading the consumer-facing team handling enquiries via telephone, email, and other channels
• Building peak-season planning and resourcing models
• Designing consumer journey frameworks with clear case visibility and resolution timelines
• Implementing workflow management processes and tools, including CRM platforms, to ensure consistent handling at volume

Team Leadership

• Direct management of three reports: Consumer Services Manager, Customer Service Lead (D2C and Trade), and Customer Service Lead (Amazon)
• Broader responsibility for a team of approximately 17, including coaching, development, and performance management
• Building staffing models that reflect channel complexity and seasonal demand

ERP & Process Design

• Leading the customer services workstream for the new ERP implementation
• Partnering with sales, logistics, finance, and operations to design end-to-end processes that reduce manual touchpoints and improve accuracy
• Documenting SOPs and ensuring team readiness ahead of system go-live

Reporting & Performance

• Owning and reporting on KPIs including order-to-invoice cycle time, order accuracy, invoice error rates, first-time resolution, response times, Trustpilot rating, and case volume
• Regular reporting directly to the COO on performance, trends, and improvement activity

Experience Required

• Senior customer services leadership experience within a fast-paced, multi-channel B2B or consumer goods business; a background that includes time in a PE-backed or similarly performance-driven environment.
• Proven ownership of order-to-invoice processes at scale, across more than one customer type simultaneously
• Experience leading a team through a significant system change
• Track record of managing managers and building team capability in demanding operational environments
• Comfortable setting and holding KPIs, reading operational data, and making decisions based on it
• Strong cross-functional stakeholder management, including at C-suite level

Skills & Attributes

• Able to manage several competing priorities without losing grip on the detail
• Process-minded — capable of designing scalable workflows from scratch, not just inheriting and maintaining existing ones
• Resilient and adaptable in genuinely pressured environments, with the track record to back it up
• A clear, confident communicator who can operate credibly at exec level without losing touch with the team doing the work
• Self-aware enough to know what they don't know and build the right people around them

Desirable

• Direct experience with Amazon Vendor Central and FBA, including chargeback and compliance management
• Background in consumer-facing branded businesses
• Knowledge of international trade and export documentation
• Experience designing peak-season capacity models
• Familiarity with CRM or workflow platforms such as Zendesk or Salesforce

What's on Offer

• Direct report to the COO with genuine influence across the business
• Salary to be confirmed competitive and reflective of the seniority of the appointment
• A business that is actively investing in its operations and genuinely open to the right person making their mark on how the function works
• Bridgend-based with the expectation of regular on-site presence

For immediate consideration please send your CV in today