Job Description
Management role with Global Exposure
Your new companyYou will be joining a global, consumer-focused organisation operating across B2B and D2C channels, with a strong emphasis on customer experience, operational excellence and digital transformation. The business offers a collaborative, international environment with close alignment between Customer Service, Sales, Digital, Supply Chain and Finance teams.Your new roleAs Customer Service Manager (Order to Cash), you will lead end-to-end customer service operations, driving performance, engagement and continuous improvement.
* Lead and own the full Order-to-Cash process across B2B and D2C
* Deliver service excellence through KPI management, escalation handling and quality control
* Lead, coach and develop team leaders and customer service agents.
* Drive engagement, performance conversations and training across product, process and soft skills
* Monitor Customer Service and OTC KPIs, converting insight into action
* Manage customer debt and overdue balances in line with DSO targets
* Align UK processes with global standards and drive digitalisation via SAP and Salesforce
* Ensure accuracy of commercial master data and operational readiness for promotions
* Monitor and train AI customer service agents to enhance customer experience
* Collaborate cross-functionally to resolve incidents and improve service delivery
* Support telesales activity, commercial campaigns, new launches and business development
Hybrid working applies, with two office days per week in Snetterton (Tuesday/Wednesday), plus periodic travel to London and Barcelona.What you'll need to succeed
* Proven Customer Service leadership experience in B2B and D2C environments
* Strong end-to-end Order-to-Cash knowledge
* Advanced experience using SAP and Salesforce
* Track record in digitalisation and continuous improvement
* Degree in Business Administration or similar
* Customer-centric, data-driven people leader with strong communication skills
* Comfortable operating in an omnichannel, digitally enabled environment
* Right to work in the UK
* Pet industry or FMCG experience beneficial but not essential
What you'll get in return
* A senior, influential leadership role with global exposure
* Hybrid working and international collaboration
* Opportunity to drive service excellence, digital transformation and people development
* A dynamic, fast-paced environment with scope for long-term career progression
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. # 4795975