UK Customer Services Manager

Management role with Global Exposure

Your new companyYou 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 roleAs 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.
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