Your newpanyYou 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.
1. Lead and own the full Order‑to‑Cash process across B2B and D2C
2. Deliver service excellence through KPI management, escalation handling and quality control
3. Lead, coach and develop team leaders and customer service agents.
4. Drive engagement, performance conversations and training across product, process and soft skills
5. Monitor Customer Service and OTC KPIs, converting insight into action
6. Manage customer debt and overdue balances in line with DSO targets
7. Align UK processes with global standards and drive digitalisation via SAP and Salesforce
8. Ensure accuracy ofmercial master data and operational readiness for promotions
9. Monitor and train AI customer service agents to enhance customer experience
10. Collaborate cross‑functionally to resolve incidents and improve service delivery
11. Support telesales activity,mercial 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
12. Proven Customer Service leadership experience in B2B and D2C environments
13. Strong end‑to‑end Order‑to‑Cash knowledge
14. Advanced experience using SAP and Salesforce
15. Track record in digitalisation and continuous improvement
16. Degree in Business Administration or similar
17. Customer‑centric, data‑driven people leader with strongmunication skills
18. Right to work in the UK
19. Pet industry or FMCG experience beneficial but not essential
What you'll get in return
20. A senior, influential leadership role with global exposure
21. Hybrid working and international collaboration
22. Opportunity to drive service excellence, digital transformation and people development
23. A dynamic, fast‑paced environment with scope for long‑term career progression