Customer Experience Manager (Manufacturing)

Michael Page

  • Liverpool
  • £45,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Lead and improve the full customer journey in a growing manufacturing group, driving practical change across quote-to-delivery.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.Blank canvas to shape CX strategyBacked by new, forward-thinking leadershipWe'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
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.
  • 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

Michael Page