Management role with Global Exposure Your new company You 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 role As Customer Service Manager (Order to Cash), you will lead end-to-end customer service operations, driving performance, engagement and continuous improvement. Lead and own the full Order-to-Cash process across B2B and D2C Deliver service excellence through KPI management, escalation handling and quality control Lead, coach and develop team leaders and customer service agents. Drive engagement, performance conversations and training across product, process and soft skills Monitor Customer Service and OTC KPIs, converting insight into action Manage customer debt and overdue balances in line with DSO targets Align UK processes with global standards and drive digitalisation via SAP and Salesforce Ensure accuracy of commercial master data and operational readiness for promotions Monitor and train AI customer service agents to enhance customer experience Collaborate cross-functionally to resolve incidents and improve service delivery Support telesales activity, commercial 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 Proven Customer Service leadership experience in B2B and D2C environments Strong end-to-end Order-to-Cash knowledge Advanced experience using SAP and Salesforce Track record in digitalisation and continuous improvement Degree in Business Administration or similar Customer-centric, data-driven people leader with strong communication skills Comfortable operating in an omnichannel, digitally enabled environment Right to work in the UK Pet industry or FMCG experience beneficial but not essential What you'll get in return A senior, influential leadership role with global exposure Hybrid working and international collaboration Opportunity to drive service excellence, digital transformation and people development A dynamic, fast-paced environment with scope for long-term career progression What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4795975