Customer Shared Services Manager

Overview

Nigel Wright is delighted to be supporting a leading manufacturing business in the North East, seeking a talented Shared Services Manager to take ownership of the daily operational delivery and ongoing improvement of its omnichannel Customer Shared Service function. The role is office based from the site in Birtley. This is a high-impact role with a strong focus on digital transformation, systems optimisation, and brand integration and is ideal for someone who thrives in a fast-paced, evolving environment.

The successful candidate will play a key role in leading the department and enabling exceptional customer experiences through the implementation of enhanced digital tools, process automation, and data-driven decision-making. A core part of the remit involves supporting the design and rollout of a unified Shared Services Model that brings together multiple brands into a cohesive customer service function, ensuring scalable operations and consistent service delivery.

This role will suit someone who enjoys driving change, collaborating cross-functionally, and ensuring customer service operations evolve in line with business needs and shifting customer behaviours.

Key Responsibilities

• Strategic oversight of customer service operations across multiple brands and channels.
• Leadership of two experienced team leads and their respective teams.
• Driving transformation through CRM (Microsoft) and ERP (Microsoft Dynamics) systems.
• Enhancing customer experience through data analysis, process automation, and AI integration.
• Collaboration with logistics, supply chain, technical, and commercial teams.
• Monitoring SLAs, call volumes, and customer feedback (including NPS and VOC).
• Ensuring compliance with internal standards and GDPR.

Experience / Skills

• Substantial experience in a leadership role within a multi-channel customer service environment.
• Hands-on leader with strategic thinking and transformation experience and the ability to drive performance and manage change.
• Proven ability to lead digital initiatives within a customer service environment.
• Strong, hands-on people manager, who listens, supports and develops the team in line with business requirements.
• Commercially aware and data-driven.
• Ideally experienced in ERP/CRM implementation and customer service improvement projects.
• Experience working in matrixed, cross functional organisations

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Management
• Industries
• Manufacturing

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