Our clients based close to Portsmouth have an exciting opportunity for Senior Customer Service Manager to join their growing team. The Senior Customer Experience Manager is responsible for leading a team that ensures exceptional service delivery to customers through effective order management, proactive communication, and data-driven decision-making. This role combines customer relationship management with operational oversight—coordinating cross-functionally with Production, Planning, Purchasing, and Logistics to optimise performance, drive continuous improvement, and support strategic business growth. Main Duties and Responsibilities: * Lead, coach, and develop a high-performing Customer Experience and Customer Service team. * Establish clear performance goals and KPIs aligned with customer satisfaction, operational efficiency, and company objectives. * Foster a culture of accountability, collaboration, and continuous improvement. * Conduct regular performance reviews and provide training or mentoring to enhance team capability. * Ensure customer orders are processed accurately and in accordance with pricing, terms, and quality standards. * Monitor account performance, proactively addressing potential service issues or delays. * Build and maintain strong customer relationships, acting as an escalation point for key accounts or complex issues. * Collaborate closely with Production Planning, Purcha...