About Our Client
The role sits within a well-established manufacturing group that specialises in complex, made-to-order products for a global B2B customer base.Following recent growth through acquisitions, the business is modernising its systems and structure, blending traditional ways of working with new technology and a clear focus on customer excellence. Job Description
There’s been significant investment in systems and structure – moving from paper-based quoting to a well-implemented CRM, with strong customer feedback loops already in place. But there’s a clear gap when it comes to consistent, proactive customer service and journey management – and that’s where you come in.This is a standalone role with strong backing from the senior leadership team. While titled Customer Experience Manager, you’ll be operating in a strategic and hands-on capacity, working with teams across customer service, operations, sales, and commercial to drive improvements across the full quote-to-delivery process.Your focus will include: Reviewing and improving how enquiries and quotes are handled Collaborating with teams to introduce and embed SLAs and service standards Representing the customer voice across the business – from traditional clients to more corporate, higher-end accounts Driving better use of CRM (HubSpot) and exploring innovation – from automation to AI Helping shift mindsets and ways of working – bringing teams on the journey in a practical, supportive way This is step one of a wider plan to improve service and experience across the entire group – and there’s room for this person to grow with it. The Successful Applicant
We’re looking for someone who has been involved in improving the customer journey and experience in a manufacturing or similar B2B environment – ideally where orders are technical, complex or project-led.You’ll bring: Hands-on experience in improving customer-facing processes and touchpoints A collaborative approach – you’ll be working across multiple teams and functions The ability to balance practical delivery with long-term thinking Positivity and energy to help shift legacy ways of working Confidence using CRM platforms (HubSpot is a plus) and an interest in tech-led service improvement What’s on Offer
Up to £50,000 salary Easy-to-reach Liverpool location with free parking and great transport links Hybrid working options, though site presence will be key to success in this role A rare opportunity to build something from the ground up, with full backing from a forward-thinking leadership team Real influence – your work will directly shape how the business delivers for its customers now and in the future A visible, standalone role in a business that’s investing heavily in systems, structure, and service – and is ready for change Contact
Katy Bevan
Quote job ref
JN-072025-6787708
Phone number
+44 151 255 3751 #J-18808-Ljbffr