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 D2CDeliver service excellence through KPI management, escalation handling and quality controlLead, coach and develop team leaders and customer service agents.Drive engagement, performance conversations and training across product, process and soft skillsMonitor Customer Service and OTC KPIs, converting insight into actionManage customer debt and overdue balances in line with DSO targetsAlign UK processes with global standards and drive digitalisation via SAP and SalesforceEnsure accuracy of commercial master data and operational readiness for promotionsMonitor and train AI customer service agents to enhance customer experienceCollaborate cross-functionally to resolve incidents and improve service deliverySupport telesales activity, commercial campaigns, new launches and business developmentHybrid working applies, with two office days per week in ..... full job details .....