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    Home » Customer Experience Manager (Manufacturing)

    Customer Experience Manager (Manufacturing)

    05/08/20253 Mins Read
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    • Full Time
    • Permanent
    • Liverpool
    • Posted 2 days ago
    • £45,000 - £55,000 per year GBP / Year

    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 handled
    • Collaborating with teams to introduce and embed SLAs and service standards
    • Representing the customer voice across the business – from traditional clients to more corporate, higher-end accounts
    • Driving better use of CRM (HubSpot) and exploring innovation – from automation to AI
    • Helping shift mindsets and ways of working – bringing teams on the journey in a practical, supportive way

    This 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 touchpoints
    • A collaborative approach – you’ll be working across multiple teams and functions
    • The ability to balance practical delivery with long-term thinking
    • Positivity and energy to help shift legacy ways of working
    • Confidence using CRM platforms (HubSpot is a plus) and an interest in tech-led service improvement

    What’s on Offer

    • Up to £50,000 salary
    • Easy-to-reach Liverpool location with free parking and great transport links
    • Hybrid working options, though site presence will be key to success in this role
    • A rare opportunity to build something from the ground up, with full backing from a forward-thinking leadership team
    • Real influence – your work will directly shape how the business delivers for its customers now and in the future
    • A visible, standalone role in a business that’s investing heavily in systems, structure, and service – and is ready for change
    Contact
    Katy Bevan
    Quote job ref
    JN-072025-6787708
    Phone number
    +44 151 255 3751

    To apply for this job please visit www.michaelpage.co.uk.

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