Customer Success Manager

Overview

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.

• 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.

• 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

• 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

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

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

• 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

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.