Customer Success Manager

Job Title: Customer Success Manager
Salary: £40,000 per annum
Location: Hams Hall B46
Hours: Full-time, 45 hours per week (Monday to Friday)

Customer Success Manager

We are currently recruiting on behalf of a leading logistics provider seeking a proactive and customer-focused Customer Success Manager to join their team at Hams Hall. This is an excellent opportunity to join a dynamic and growing company with a strong customer-first culture and a commitment to operational excellence.

Purpose of the Role:

To act as the main point of contact for key customers, ensuring seamless service delivery across the business while proactively identifying opportunities for improvement and building strong, long-lasting client relationships.

Main Duties and Responsibilities:

Act as the key liaison for major customer accounts, ensuring satisfaction and loyalty
Monitor customer service KPIs, resolve queries, and escalate where necessary
Collaborate with internal departments to maintain high-quality service levels
Oversee onboarding processes and maintain customer documentation and contracts
Utilise CRM and logistics systems to track customer interactions and performance
Coordinate service delivery across teams and ensure accurate reporting
Support operational efficiency, quality assurance, and continual service improvement
Manage staffing levels, shift patterns, and compliance in line with HR policies
Lead customer service/admin functions and ensure service delivery meets SLAs
Assist in proposals, costings, and support tender submissions
Maintain compliance with SOPs and ensure continuous improvement in all service areas
Participate in projects and contribute to strategic business goals
Report on KPIs including invoicing, pick performance, and occupancy levels

Experience / Knowledge Requirements:

Proven experience in customer success, account management, or customer service within logistics/supply chain
Strong background in warehouse management systems (WMS) and CRM platforms
Experience creating SOPs, leading training, and driving service standards
Skilled in using data for reporting and service improvements
NVQ or equivalent in Business or Management
Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
Experience in 3PL environments and onboarding new clients

Personal Skills & Attributes:

Excellent communication and relationship-building skills
Analytical and detail-oriented with a data-driven mindset
Solutions-focused and proactive approach
Strong organisational skills and ability to work under pressure
Confident in decision-making, training delivery, and team leadership
Flexible, adaptable, and committed to continuous improvement
Professional, trustworthy, and aligned with company values

Key Performance Indicators (KPIs):

On-time and in-full delivery
Customer satisfaction and retention
Weekly reporting (Finance, Customer Performance, Operational Metrics)
Occupancy and resource efficiency

Benefits:

£40,000 annual salary
22 days annual leave plus bank holidays
Company pension scheme
Life insurance*
Access to Employee Assistance Programme (including family support, legal/wellbeing advice, and retail discounts)*
Free on-site gym and secure parking
Company uniform provided*
*Benefits apply after successful completion of probation

To find out more about this opportunity, please contact Alice Connors at The Recruitment Group