Customer Experience Manager, Jobs, 5981

Engineering, Manufacturing & Supply Chain Recruitment

This vacancy is now closed

Customer Experience Manager - Stirling & Falkirk

Engineering & Manufacturing - Contact Centre
Ref: 5981 Date Posted: Friday 15 Feb 2019
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Biomar, who are the leader in their field, develop innovative fish feed products using raw materials and high quality components to support the needs at every stage of a fishes life whilst ensuring minimal impact to the environment.

With their busiest year approaching, to do this, Customer Experience is the forefront of their mind to ensure customer deliveries are received in quality condition and on time.

Nine Twenty Engineering & Manufacturing are excited to assist Biomar in their need for a  Customer Experience Manager. We are looking for a highly skilled candidate who has a knowledge of Manufacturing Process, ERP System (M3 or SAP), an excellent planner, a strong influencer who can bring change, focus on implementing smooth & sleek processes, whilst boasting superb leadership skills with the ability to monitor, manage and empower team members.


  • Leading, Motivating, develop & coach a team of 5 customer service advisors ensuring monitoring of KPI’s
  • Being the key lead on reimplementation of the internal ERP system (M3)
  • Implement and develop a key customer service strategy
  • Over-seeing the customer order process from start to finish and identifying process improvements whilst reviewing team procedures
  • Develop and maintain a People Development, Continuous Improvement & Problem Solving Environment
  • Participate in and direct performance reviews, objective setting, interviews, grievance, disciplinary hearings and monitor attendance.
  • Developing relationships and processes with Customers and the Customer Service Team
  • Stakeholder development - work closely with the Sales and Production teams in order to successfully achieve our Customer Service Levels.
  • Leading customer review meetings and customer visits as well as the on boarding of new customers.
  • Report monthly service challenges in the daily meetings and work with production on resolution plans and customer expectation management.


  • Customer Service leadership experience
  • Experience working within an Manufacturing/FMCG/Logistics environment is preferable.
  • A strong background and understanding of sales order processes.
  • Thorough knowledge and experience of ERP systems e.g. M3 or SAP is essential.
  • Strong active listening and problem solving skills, with the ability to build authentic relationships internally and externally.
  • A natural influencer,  creative thinker, engaging leader, logical decision maker with the ability to drive change
  • Ability to work under pressure, pro-active and resilient.

The successful candidate should start with an energetic and strategic attitude and approach to achieve the best results in improving the Customer Process and Experience.

If you feel you possess the skills for this role and have the motivation to implement change, and jump in with both feet , please apply directly via our website!