Customer Experience Manager (Manufacturing)

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 handledCollaborating with teams to introduce and embed SLAs and service standardsRepresenting the customer voice across the business – from traditional clients to more corporate, higher-end accountsDriving better use of CRM (HubSpot) and exploring innovation – from automation to AIHelping shift mindsets and ways of working – bringing teams on the journey in a practical, supportive wayThis 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 touchpointsA collaborative approach – you’ll be working across multiple teams and functionsThe ability to balance practical delivery with long-term thinkingPositivity and energy to help shift legacy ways of workingConfidence using CRM platforms (HubSpot is a plus) and an interest in tech-led service improvementWhat’s on Offer

Up to £50,000 salaryEasy-to-reach Liverpool location with free parking and great transport linksHybrid working options, though site presence will be key to success in this roleA rare opportunity to build something from the ground up, with full backing from a forward-thinking leadership teamReal influence – your work will directly shape how the business delivers for its customers now and in the futureA visible, standalone role in a business that’s investing heavily in systems, structure, and service – and is ready for changeContact

Katy Bevan

Quote job ref

JN-072025-6787708

Phone number

+44 151 255 ..... full job details .....