Customer Success Manager

Customer Success Manager | Birchwood, Warrington | Hybrid Working | Up to 42,500

Are you an experienced customer relationship professional who enjoys driving performance, building strategic partnerships and delivering continuous improvement?

We're recruiting a Customer Success Manager to join a leading international brand based in Birchwood, Warrington. This is an exciting opportunity to take ownership of key wholesale customer relationships, working closely with major accounts and internal teams to improve customer experience, maximise sales conversion and drive operational excellence.

Combining customer relationship management, commercial analysis and operational coordination, this role is ideal for someone who enjoys working at the intersection of customer success, account management and supply chain operations.

The Role

As Customer Success Manager, you'll develop trusted relationships with key wholesale customers, understand their business needs and coordinate activity across multiple internal teams to ensure a seamless customer journey.

You'll play a key role in improving customer performance, identifying opportunities for growth and ensuring orders progress efficiently from placement through to delivery and invoicing.

Your responsibilities will include:

• Customer relationship management: Build and develop strong relationships with key wholesale accounts through regular meetings, performance reviews and proactive communication.
• Customer success planning: Analyse customer feedback and performance data to identify opportunities for improvement, developing and implementing action plans in collaboration with internal stakeholders.
• Performance and KPI management: Monitor customer service metrics, sales conversion, order book performance and other commercial indicators, providing meaningful analysis and reporting.
• Order book optimisation: Proactively identify order conversion blockers, manage outstanding orders and work with relevant teams to minimise delays, shortages and rejected orders.
• Commercial performance: Support revenue and sales conversion objectives by ensuring efficient order entry, fulfilment and invoicing processes.
• Operational coordination: Work closely with sales, supply chain, logistics, distribution centres and finance to resolve issues and improve service delivery.
• Delivery and dispute management: Monitor deliveries, coordinate outbound shipments, manage delivery blocks and support the timely resolution of disputes and invoice corrections.
• Sales forecasting and planning: Contribute to sales forecasting and planning processes, providing customer insights and working collaboratively to address supply challenges.
• Financial coordination: Partner with accounts receivable and commercial teams to identify credit risks, overdue payments and potential issues affecting customer orders.
• Continuous improvement: Identify opportunities to improve processes, reporting and ways of working, supporting the adoption of digital tools and systems.
• Stakeholder collaboration: Act as a trusted link between customers and internal teams, ensuring clear communication, effective escalation and a consistent approach to customer success.

About You

We're looking for a proactive, commercially aware professional who combines strong relationship-building skills with analytical thinking and a passion for improving customer outcomes.

Ideally, you'll have:

• At least three years' experience in customer service, account management, customer success, wholesale operations or order book management.
• Experience managing relationships with key customers or larger accounts.
• A background in sportswear, fashion, footwear, wholesale or retail distribution would be advantageous. Relevant experience in logistics, supply chain or order-to-cash operations will also be considered.
• Strong analytical skills and the ability to interpret data, monitor KPIs and identify opportunities to improve performance.
• An understanding of commercial metrics, sales conversion and order management processes.
• Excellent communication and interpersonal skills, with the confidence to influence stakeholders and build trusted relationships.
• Strong organisational and problem-solving abilities, with the flexibility to manage competing priorities in a fast-paced environment.
• Good working knowledge of Microsoft Excel, alongside experience using SAP and CRM systems.
• A collaborative mindset and the ability to work effectively across multiple departments.
• Excellent written and spoken English.

A bachelor's degree in business administration or a related discipline would be advantageous.

You'll be someone who takes ownership, anticipates potential challenges and works proactively with customers and colleagues to deliver sustainable improvements.

The role may involve occasional domestic and international travel as required.

What's on Offer?

• Salary: Up to 42,500, depending on experience.
• Hybrid working: Initially four days per week in the office, with the potential to move to three days per week following successful completion of the three-month probation period.
• Annual leave: 25 days.
• Product discounts: 50% off full-price products and 30% off outlet products.
• Gym benefits: Free 12-month membership at Alive & Well gym at Birchwood Park, plus 30% cashback on gym membership.
• Additional benefits: Free onsite parking and access to an Employee Assistance Programme.

Interested?

If you have experience in customer success, key account management, wholesale or supply chain operations and are looking for an opportunity to make a real impact within an internationally recognised business, we'd love to hear from you.

Apply today to find out more about this exciting opportunity.

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