Customer Success Manager

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. #INDFPR