Job Title: Customer & Consumer Services Manager
Location: Bridgend
Salary: Circa £70,000 per annum
About the Role
This is a senior leadership role reporting directly to the COO of an established, globally distributed consumer goods business. The business sells through multiple channels, including B2B, Amazon Vendor Central, Amazon FBA, and direct-to-consumer across international markets. The customer services function sits at the centre of all of these channels and currently has around 17 people split across three teams: Consumer Services, Direct-to-Consumer and Trade, and Amazon.
The business is PE-backed and growing quickly. It is currently implementing a new ERP system and redesigning its processes from the ground up. This role needs someone who has already led a team through a similar change at a similar scale.
Key Responsibilities
Order-to-Invoice
- Own the purchase-order-to-invoice process across B2B, Amazon Vendor Central, Amazon FBA, and global trade customers.
- Manage order entry, order acknowledgment, delivery coordination, invoicing, and invoice query resolution.
- Manage Amazon Vendor Central chargebacks, compliance tickets, and shortage claims.
- Support export documentation, audit trails, and trade terms alongside the sales team.
- Handle returns, credit notes, and post-sales escalations across B2B and retail channels.
- Work closely with logistics on delivery coordination and shortage resolution.
Consumer Services
- Lead the consumer-facing team handling enquiries by phone, email, and other channels.
- Build peak-season planning and resourcing models.
- Design consumer journey processes with clear case visibility and resolution timelines.
- Implement workflow management tools, including CRM platforms, to standardise handling at volume.
Team Leadership
- Directly manage three reports: Consumer Services Manager, Customer Service Lead (D2C and Trade), and Customer Service Lead (Amazon).
- Hold overall responsibility for a team of approximately 17 people, including coaching, development, and performance management.
- Build staffing models that reflect channel complexity and seasonal demand.
ERP and Process Design
- Lead the customer services workstream for the new ERP implementation.
- Work with sales, logistics, finance, and operations to design end-to-end processes that reduce manual work and improve accuracy.
- Document standard operating procedures and prepare the team for system go-live.
Reporting and Performance
- Own and report on KPIs, including order-to-invoice cycle time, order accuracy, invoice error rates, first-time resolution, response times, Trustpilot rating, and case volume.
- Report directly to the COO on performance, trends, and improvement activity.
Experience Required
- Senior customer services leadership experience in a fast-paced, multi-channel B2B or consumer goods business.
- Experience working in a PE-backed or similarly performance-driven environment.
- Experience owning the order-to-invoice process at scale.
- Experience leading a team through a significant system change.
- Experience managing managers and building team capability in a demanding operational environment.
- Experience setting and holding KPIs, reading operational data, and making decisions based on it.
- Experience managing relationships with senior stakeholders, including at C-suite level.
Skills and Attributes
- Able to manage several competing priorities at once without losing track of detail.
- Able to design new workflows from scratch, not only maintain existing ones.
- Able to remain effective and consistent in a genuinely pressured environment.
- Able to communicate clearly and confidently at executive level while staying connected to the team doing the work.
- Able to recognise gaps in own knowledge and bring in the right people to cover them.
Desirable
- Direct experience with Amazon Vendor Central and FBA, including chargeback and compliance management.
- Experience in consumer-facing branded businesses.
- Knowledge of international trade and export documentation.
- Experience designing peak-season capacity models.
- Experience with CRM or workflow platforms such as Zendesk or Salesforce.
What's on Offer
- Direct reporting line to the COO with genuine influence across the business.
- Competitive salary, reflective of the seniority of the role.
- A business actively investing in its operations, open to the right person shaping how the function works.
- Bridgend-based role with an expectation of regular on-site presence.
Pay: £65,000.00-£75,000.00 per year
Work Location: In person
