Looking for a career where your work really matters – and where you’ll share in the success of the business? Join us at world leading specialists in waterproofed textiles Halley Stevensons, a proud employee-owned company, where every team member has a real stake in our future.
About the role
Do you have a passion for providing exceptional customer service and continuous improvement? We're searching for a dedicated Customer Experience Manager to align customer commitments, production plans & dispatch activity.
Role purpose
To lead the fulfilment function from order confirmation through production planning, delivery management, logistics coordination and dispatch. The Customer Experience Manager ensures that customer orders are visible, prioritised, planned, progressed and shipped in line with realistic commitments.
The role requires strong commercial understanding, practical knowledge of manufacturing processes, and the ability to coordinate across Sales, Production, QC, Operations, Warehouse and Finance. It should improve delivery reliability, customer communication, order book control and cost-effective logistics performance.
Key responsibilities
Management of the following functions and team
Order Fulfilment - ensure customer orders, specifications, delivery dates, pricing references and special requirements are accurately captured and communicated.
Production planning & scheduling - translate customer demand and delivery priorities into a practical production plan with Production and Operations colleagues.
Logistics, shipping and dispatch - experience coordinating production plans, order priorities, delivery dates and cross-functional planning meetings.
Essential Knowledge, Skills & Experience
Order Fulfilment
· Order-to-dispatch processes in a manufacturing or product supply environment.
· Customer order management and delivery-promise discipline.
· Commercial trade-offs between service, cost, margin and operational feasibility.
· KPI reporting for OTIF, late orders, backlog, dispatch accuracy and freight cost.
Production planning & scheduling
· Production planning basics, including capacity, sequencing, lead times and bottlenecks.
· Stock, WIP and finished-goods understanding
· How quality holds, rework, material shortages and machine downtime affect customer delivery.
Logistics, shipping & dispatch
· Transport booking, dispatch coordination & delivery documentation.
Desirable Experience
Textiles or technical products - experience in textiles, fabric finishing, coating, technical fabrics, apparel/fabric supply, chemicals, packaging, paper, industrial consumables or other batch/process manufacturing.
B2B manufacturing - experience in made-to-order, batch, small-run or customer-specific production environments.
Production planning systems - experience using ERP, MRP, scheduling, demand planning or warehouse/order management systems.
Export and international logistics - understanding of export documentation, customs information, Incoterms, freight forwarders or customer-specific shipping requirements.
S&OP / planning rhythm - experience supporting sales and operations planning, order book reviews or structured demand/capacity meetings.
Customer service leadership - experience leading customer service, sales administration or order management teams in a B2B setting.
Inventory and WIP control - experience improving stock accuracy, WIP visibility, ageing orders or dispatch readiness.
Continuous improvement - Lean, 5 Whys, process mapping, visual management or other practical improvement tools.
Qualifications
Essential - good general education, with strong numeracy, literacy, IT and communication skills. Demonstrable experience in fulfilment, logistics, planning, customer operations or manufacturing coordination.
Desirable - supply chain, logistics, business, operations management, CIPS, APICS/CPIM, Lean or project/process improvement qualification
Package offered
Salary - competitive salary - depending on qualifications & experience
Bonus - discretionary non-contractual bonus may be considered.
Benefits - Pension Contributions, Life Insurance, 32 days holiday & on-site parking
Working hours - 37hrs per week, Monday to Friday
Relocation support - may be considered for the right candidate
Employee Owned Company - eligible to become a beneficiary of the Trust after 12 months of employment.
At Halley Stevensons we’re not just colleagues – we’re co-owners. That means we’re all working together towards the same goal, and we all share in the rewards. If you’re looking for a role where you can grow, learn, and contribute to something bigger, this could be the perfect fit.
Interested? Apply now, advising of salary expectations, and you could become part of an employee-owned team where your work – and your voice – counts.
Job Types: Full-time, Permanent
Pay: From £1.00 per year
Work Location: In person
