Senior Customer Experience Executive

Senior Customer Experience Executive

Manchester | £35,000 - £40,000

CAST UK is delighted to be recruiting on behalf of a leading national organisation for an experienced Senior Customer Experience Executive to join its growing customer-focused team.

This is a fantastic opportunity for someone with strong customer relationship, account management or commercial experience who enjoys building long-term partnerships, identifying opportunities and delivering tangible value for customers.

You will take ownership of a portfolio of customers, acting as a key point of contact between the customer and internal teams. Working collaboratively across sales, supply chain, operations and other functions, you will ensure contractual requirements are delivered while continually looking for opportunities to improve service, strengthen relationships and drive growth.

The Role

• Manage and develop strong relationships with a portfolio of customers.
• Act as the voice of the customer, ensuring their needs and expectations are understood internally.
• Support the delivery of customer business plans and identify opportunities for growth.
• Manage customer queries, expectations and commercial requirements.
• Lead regular customer meetings, taking ownership of actions and ensuring effective follow-up.
• Monitor and report against KPIs, contractual requirements and agreed customer objectives.
• Support category and range reviews, new product enquiries and quotations.
• Manage catalogue changes including new products, delists and category changes.
• Work closely with Supply Chain to maximise stock availability and minimise excess or obsolete stock.
• Review customer forecasting and usage to identify potential supply risks.
• Manage price increases/decreases and other commercial changes.
• Produce accurate customer reporting and provide meaningful insight from data.
• Review the order book, resolving issues such as backorders, code changes and product supersessions.
• Collaborate with internal teams to deliver an excellent end-to-end customer experience.
• Identify opportunities to improve processes, service and commercial performance.

About You

• Proven experience in customer relationship management, account management or a similar commercial/customer-facing role.
• A strong track record of building and maintaining long-term customer relationships.
• Experience of identifying and delivering growth within existing customer accounts.
• The ability to influence and collaborate effectively with multiple stakeholders.
• Strong commercial awareness and an understanding of business planning.
• Experience working towards KPIs, contractual requirements and tight deadlines.
• Confidence working with data, reporting and performance information.
• Excellent written and verbal communication skills.
• Strong attention to detail and a structured, process-driven approach.
• A proactive, solutions-focused mindset with the ability to take ownership.
• Strong IT and data analysis skills.

Experience within retail, wholesale, distribution, FMCG or a similar environment would be advantageous, although transferable customer and account management experience will be considered.

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Cast UK is a leading executive consultancy, providing national recruitment solutions to both clients and candidates. Specialising in HR, Procurement, Buying, Supply Chain, and Logistics, each member of our specialist team has a professional background specific to their recruiting sector. With this unique insight and knowledge, our consultants are able to place individuals from trainee through to main board. For more information on Cast UK or to discuss how we can find talent for your business, please visit www.castuk.com

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