Senior Customer Experience Manager - Kingston upon Thames

<p><strong>Senior Customer Experience Manager </strong> </p><p><strong>Location: </strong>Kingston (Hybrid)<br /> <strong>Sector: </strong>FMCG / Consumer Goods<br /> <strong>Level: </strong> Senior Manager (Team Leadership + Strategic Customer Ownership) </p><p><strong>Package: </strong>Over £100,000 </p> <p>We are working on behalf of a global household-name FMCG organisation, operating across more than 100 countries and recognised for many of the world's best‑loved consumer brands. </p><p>They are transforming how they work with customers using data, innovation and collaboration to become the most trusted supplier in their industry. </p> <p>If you want to lead change and have true influence, this is the role for you. </p> <p>We're looking for a Senior Customer Experience Manager to lead customer supply chain strategy, strengthen their top‑tier customer relationships and drive service performance across our UK operations. </p><p>You will be the senior point of contact for their retail partners' Supply Chain and Commercial teams, ensuring smooth execution, exceptional service and continuous improvement across customer operations. </p><p>This role also leads a high‑performing Customer Collaboration team, shaping ways of working and developing capabilities across the function. </p> <p><strong>Key Responsibilities: </strong> </p><ul><li>Build and manage senior relationships within customer Supply Chain & Commercial teams. </li><li>Lead the strategic customer contact plan and champion the voice of the customer. </li> </ul><ul><li>Drive improvements in forecasting accuracy, dispatch performance, invoice accuracy, OTIF, on‑shelf availability, claims performance and customer escalations. </li> </ul><ul><li>Manage and develop a Customer Collaboration team, setting direction, coaching and building capability. </li> </ul><ul><li>Champion the adoption of digital tools, automation, AI and analytics platforms to improve performance and decision‑making. </li> </ul> <p><strong>Skills & Experience: </strong> </p><ul><li>Strong background in Supply Chain, Customer Operations, or Customer Supply Chain Management. </li><li>Experience working within the FMCG sector is key. </li><li>Experience working with, or supporting, major retailers or high‑volume customer accounts. </li><li>Proven ability to improve operational KPIs (e.g. OTIF, forecasting, service levels). </li><li>Comfortable with modern digital tools (Power BI, automation workflows, AI‑enabled tools). </li> </ul> <p><strong>Benefits: </strong> </p><ul><li>Salary up to £100,000 </li><li>Bonus 15% </li><li>Car Allowance £7,500 </li><li>Industry‑leading pension scheme </li><li>Share purchase scheme </li><li>Medical cover </li><li>Hybrid working </li><li>Excellent development & progression pathways </li><li>Access to wellbeing benefits and staff discounts </li><li>Opportunity to work with globally recognised consumer brands </li><li>A collaborative, agile culture that rewards innovation and leadership </li> </ul><p>If you are interested in this position please click 'apply'. </p><p>Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors. </p><p><br /><em>Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. </em> </p><p><em>For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business. </em> </p> <strong>Job Tenure: Permanent </strong> <strong>Salary: £75000 - £ per annum + 15% Bonus, £7,500 Car allowance, Medical </strong> <strong>Location: Kingston upon Thames, London </strong>