Overview
Are you a people-focused leader who loves driving exceptional customer service? Do you enjoy improving processes, leading high-performing teams and working cross-functionally to achieve outstanding customer outcomes? If that sounds like you, this Senior Customer Experience Manager role could be your next move. We’re supporting a major manufacturing business based in Portsmouth, supplying customers across global markets including aerospace, industrial, automotive and electronics. They’re known for high-quality engineered products, international reach, and a culture that encourages innovation, teamwork and continuous improvement.
Responsibilities
* Leading, coaching and developing a high-performing customer-focused team
* Setting KPIs and driving customer satisfaction and efficiency
* Managing escalations and supporting key customer relationships
* Ensuring accurate order processing, documentation and export/logistics compliance
* Reviewing open orders, schedules and backlog reports
* Analysing customer demand and performance data to identify improvements
* Driving system and process enhancements to optimise customer experience
This is a highly visible, strategic role where your leadership directly impacts service performance and business growth.
What You Need To Bring
* Experience leading a customer service or customer operations team
* Strong communication and stakeholder engagement skills
* Experience in a regulated or manufacturing environment (electronics/aerospace is ideal)
* Knowledge of logistics and export processes
* Advanced Excel/data analysis skills
* Ability to coach, mentor and build a high-performance culture
* Strong problem-solving and organisational skills
Education & Experience
* Degree/HND or equivalent in Business, Supply Chain, Engineering or similar
* 5+ years in customer account management or supply chain
* Minimum 2 years in a leadership role
Who You Are
You’re someone who thrives on ownership, collaboration and delivering results. You enjoy developing your team, driving continuous improvement and enhancing the customer journey.
You’ll Be
* Customer-first and commercially focused
* Analytical with strong attention to detail
* Calm under pressure and confident making decisions
* Naturally collaborative and proactive
What’s in it for you?
* Up to £47,000pa salary
* 25 days holiday + bank holidays
* Additional 3 Christmas shutdown days
* Pension scheme
* Life cover (3x salary)
* Bonus scheme
* Cycle to Work + EAP
Ready to take the next step?
If you’re an experienced Senior Customer Experience Manager looking for your next challenge, we’d love to hear from you. Apply today — or contact me directly for a confidential conversation.
Kingdom People are acting as an Employment Agency in relation to this vacancy.
#J-18808-Ljbffr