Job Description
R13 Recruitment are partnering a well-established and internationally operating consumer brand in their search for a Customer Services Manager to lead their UK customer service function – within a specific Order-to-Cash remit.
This is a fantastic opportunity for an experienced order-to-cash expert to join a growing and evolving business, overseeing both B2B and direct-to-consumer operations. This position will play a pivotal role in driving service excellence, leading operational improvements, developing teams and enhancing the overall customer journey across multiple channels. The successful candidate will oversee a well-established team while working collaboratively with international colleagues to enhance processes, customer experience and large-scale operational performance.
Working hours are full-time, Monday to Friday, based just outside of Thetford with hybrid working available. Salary is offered at £45,000 - £50,000 DOE plus an additional bonus paid out quarterly.
The Day to Day:
- Leading and supporting a well-established customer services function across both B2B and D2C channels.
- Managing end-to-end Order-to-Cash processes, ensuring service quality and operational efficiency.
- Monitoring and improving customer service KPIs, reporting metrics and operational performance.
- Driving operational efficiencies and process improvement initiatives.
- Supporting digital transformation and automation projects across the function.
- Monitoring service levels, workflows and operational performance metrics.
- Working collaboratively with departments including Sales, Supply Chain, Digital and Finance.
- Ensuring an exceptional customer experience across all touchpoints.
- Supporting team development, performance management and coaching activities.
- Managing escalations and resolving complex customer service issues.
- Overseeing service delivery standards across multiple communication channels.
- Identifying opportunities to enhance systems, reporting and operational processes
You Will Have/Be:
- Previous leadership experience within operations, customer support or order management environments with specific Order-to-Cash full life-cycle experience.
- Strong understanding of operational processes and customer journey management.
- Strong systems knowledge, ideally including ERP and CRM platforms such as SAP or Salesforce.
- A collaborative leadership style with the ability to motivate and develop teams.
- Commercial awareness and a customer-centric mindset.
- Strong organisational and problem-solving skills.
- Comfortable working within fast-paced and evolving business environments.
- Experience supporting change, process improvement or digital transformation initiatives.
- Excellent communication and stakeholder management skills.
- A proactive and solutions-focused approach.
The Benefits:
- Quarterly bonus scheme worth up to 15% of annual salary
- 33 days holiday inclusive of bank holidays
- Pension scheme
- Cycle to work scheme
- Wellbeing support and employee benefits platform
- Opportunity to work within a collaborative international environment
- Exposure to digitalisation, AI and operational improvement projects
- Long-term career development opportunities within a global business
How to Apply
To hear more details about this fantastic opportunity, please email your CV to Ruth Harding – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.
For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.