We’re hiring a Customer Experience Specialist to lead our Platinum customer accounts across the UK. You’ll manage service delivery end‑to‑end, analyse trends to anticipate risks, improve delivery performance, and drive accurate forecasting. Working closely with Supply Chain, Operations, Demand Planning and KAMs, you’ll shape a proactive, high‑quality customer experience. Based in Lichfield or Manchester with hybrid working.
Main Responsibilities
* Deliver a best-in-class customer experience for Platinum account.
* Improve customer OTD performance through proactive forecasting and planning (along with customer aligned forecast or average trends).
* Develop tailored communication plans based on customer needs and business priorities.
* Ensure proactive updates, risk mitigation, and clear expectation management.
* Create a consistent and strategic communication model.
* Increase customer satisfaction and retention for high-value accounts.
* Upskill the wider CX team in efficient Platinum account management.
* Identify and implement innovative, “outside-the-box” solutions to ongoing challenges.
What We Offer
* Strong Career progression opportunties
* A company culture of promotions from within
* Flexible Benefits purchase (I.e. additional annual leave etc)
What We Are Looking For
* Strong communication and stakeholder management skills
* A proactive, innovative, customer‑centric mindset
* Ability to stay calm under pressure
* Confident, timely decision‑making
* Experience with CRM/ERP systems (Salesforce & JDE a plus)
* A passion for innovation, efficiency and continuous improvement
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