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