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.

What’s the role all about?

As the Senior Customer Experience Manager, you’ll lead the Customer Experience and Customer Service function — ensuring outstanding service, operational excellence and strong customer relationships.

You’ll work closely with Operations, Production, Planning, Purchasing and Logistics, influencing decision-making and driving improvements across the customer journey.

You’ll be responsible for:

• 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.

What you need to bring

• 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

Education & Experience

• 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

Who you are

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

You’ll be:

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

What’s in it for you?

• 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

Ready to take the next step?

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.

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