Customer Experience Manager - Biggleswade

Call us: 07500 110779


Salary: c. £40,000.00 DOE.

industry: Manufacturing

Our client is looking for a new Customer Experience Manager to join their team. The business is in the manufacturing industry and a also have the support of a large group.

You will have experience of managing a team and leading a successful customer experience department. In this department your direct reports currently stand at 12.  Your main duties will include:-


•            Ensure quotes and orders are processed accurately to agreed targets

•            Plan production to agreed capacities & financial target

•            Ensure product mix released into the factory are within parameters

•            Batching/Optimising work for the factory

•            Ensure products are released in a timely manner Paint, Shapes, MTO’s

•            Prepare production reports for CEX monitoring purposes.

•            Conduct regular team meetings and provide targets, guidance and information that will ensure the

             efficient running of each department.

•            Manage all staff to ensure 100% delivery within cost and performance constraints set out in the

              production plans.

•            Liaise with the various peripheral departments, associated with production, to ensure accurate stock levels.

•            Track performance of the CEX Team and report on all quality complaints

•            Report ROTIF/OTIF and lead the report out

•            Identify and provide training to ensure an acceptable level of cross training across all product types.

•            React to the daily handover report and ensure all departments are informed of non-delivered products,

              also provide a follow-up service to the customer services team with non-delivered items.

•            Attend meetings with your manager and provide detailed information with particular reference to the

             past week’s performance in the required areas of quality, cost, and output, also provide

             detailed forecast for the week ahead.

•            Carry out Personal development reviews with your direct reports and be responsible for

              training & development of manufacturing employees.

•            Take responsibility for lean activities in conjunction with the lean performance team.

•            Deliver weekly/monthly update to the leadership team

•            Arrange customer visits to improve Voice Customer


Technical Competence


•            Good Knowledges of the fenestration industry

•            Ability to read & understand technical reports


•            Proven Experience in Customer facing/Customer Services

•            Demonstrate computer literacy with knowledge of Excel and Word associated packages.

•            Have the ability to work with multiple work streams/projects and to deliver them on time

•            Numerate and literate, preferably qualified with GCSE’s in Mathematics and English.

•            Knowledge of delivering large scale projects


IT skills and accurate numeracy


•            Be able to demonstrate an understanding of budgets and business plans.

             Possess management experience of at least 3 years in an associated discipline/environment is essential


Human Resources


•            Performance Manage individuals where and when appropriate within Company guidelines.

•            Ensure all documentation associated with absence is completed in an accurate and timely fashion

             – to include: Return to Work Interviews, Self-Certification forms, Absence Request Forms, Holiday forms etc….

•            Support training requests for self and department.


Impact on Customer


•            Personal style and values

•            Partnership – working together to achieve shared goals

•            Respect – Demonstrating appreciation of others

•            Ideas – Improving how we do things around here

•            Delivery – Doing what we say we are going to do

•            Extra mile – Better never stops

•            Integrity, Sincerity, Humility, Team orientated, Responsible, Challenging

•            Ambassadorial, Motivational, Collaborative, and Inspiring


Please forward your CV highlighting examples of how in previous or current roles you have delivered results and met customer expectations and how you cope with pressure and have overcome setbacks.


We look forward to hearing from you.


Please note due to the high volume of CV’s we receive we are unable to respond personally to all applications. If you do not hear from us within five working days of your application, please take your application as unsuccessful on this occasion. Good luck with your job search.

Arena Personnel Ltd – Letchworth Garden City’s independent recruitment agency.

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