Customer Success Manager

2 weeks ago

Greater Portsmouth Area, United Kingdom Kingdom Services Group Ltd Full time £47,000 per year

Are you a people-focused leader who loves driving exceptional customer service? Do you enjoy improving processes, leading high-performing teams and working cross-functionally to achieve outstanding customer outcomes? If that sounds like you, this Senior Customer Experience Manager role could be your next move.

We're supporting a major manufacturing business based in
Portsmouth
, supplying customers across global markets including aerospace, industrial, automotive and electronics. They're known for high-quality engineered products, international reach, and a culture that encourages innovation, teamwork and continuous improvement.

What's the role all about?
As the
Senior Customer Experience Manager
, you'll lead the Customer Experience and Customer Service function — ensuring outstanding service, operational excellence and strong customer relationships.

You'll work closely with Operations, Production, Planning, Purchasing and Logistics, influencing decision-making and driving improvements across the customer journey.

You'll Be Responsible For

  • Leading, coaching and developing a high-performing customer-focused team
  • Setting KPIs and driving customer satisfaction and efficiency
  • Managing escalations and supporting key customer relationships
  • Ensuring accurate order processing, documentation and export/logistics compliance
  • Reviewing open orders, schedules and backlog reports
  • Analysing customer demand and performance data to identify improvements
  • Driving system and process enhancements to optimise customer experience

This is a highly visible, strategic role where your leadership directly impacts service performance and business growth.

What You Need To Bring

  • Experience leading a customer service or customer operations team
  • Strong communication and stakeholder engagement skills
  • Experience in a regulated or manufacturing environment (electronics/aerospace is ideal)
  • Knowledge of logistics and export processes
  • Advanced Excel/data analysis skills
  • Ability to coach, mentor and build a high-performance culture
  • Strong problem-solving and organisational skills

Education & Experience

  • Degree/HND or equivalent in Business, Supply Chain, Engineering or similar
  • 5+ years in customer account management or supply chain
  • Minimum 2 years in a leadership role

Who You Are
You're someone who thrives on ownership, collaboration and delivering results. You enjoy developing your team, driving continuous improvement and enhancing the customer journey.

You'll Be

  • Customer-first and commercially focused
  • Analytical with strong attention to detail
  • Calm under pressure and confident making decisions
  • Naturally collaborative and proactive

What's in it for you?

  • Up to £47,000pa salary
  • 25 days holiday + bank holidays
  • Additional 3 Christmas shutdown days
  • Pension scheme
  • Life cover (3x salary)
  • Bonus scheme
  • Cycle to Work + EAP

Ready to take the next step?
If you're an experienced
Senior Customer Experience Manager
looking for your next challenge, we'd love to hear from you.

Apply today — or contact me directly for a confidential conversation.

Kingdom People are acting as an Employment Agency in relation to this vacancy.

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