Customer Service Manager EMEA

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Title: Customer Services Manager, EMEA

Reports to: Director, Global Sales Enablement

Position: Based at our Manchester office, fulltime onsite

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we're creating a legacy that goes beyond business-one that's changing the world for the better.

The Customer Service Manager, EMEA will lead and optimise customer service operations across Mainland Europe, Middle East, and the UK. This role ensures alignment with global standards while adapting to regional needs and cultural nuances. The position requires strong leadership, exceptional customer interaction skills, and a proven ability to drive process improvement initiatives.

Key Accountabilities

Regional Leadership & Strategy

• Provide leadership and oversight of customer service operations across the EMEA region, ensuring alignment with global standards and objectives.
• Act as the primary escalation point for complex or high-impact customer issues, ensuring timely, effective, and professional resolution.
• Develop and implement regional customer service strategies to enhance service delivery, customer satisfaction, and operational consistency.

Performance & Process Optimisation

• Monitor and manage key performance indicators (KPIs), embedding best practices to drive operational excellence and service performance.
• Lead continuous improvement initiatives to streamline processes, improve efficiency, and enhance service quality.
• Ensure consistent and effective use of CRM, Zendesk, and ERP systems to support accurate order processing, reporting, and performance tracking.

Customer Interaction

• Manage and resolve customer complaints promptly and professionally, maintaining strong customer relationships.
• Develop and implement initiatives to improve overall customer experience, satisfaction, and retention.
• Gather, analyse, and act upon customer feedback to inform service improvements and strategic decisions.

Team Development & Collaboration

• Lead, manage, and mentor regional customer service teams, fostering a culture of high performance, accountability, and continuous improvement.
• Encourage and maintain strong cross-functional collaboration with Sales, Operations, Finance, and other key stakeholders.
• Support ongoing skills development through structured training programmes, coaching, and involvement in special projects.

What We're Looking For

To thrive in this role, you should bring:

Education & Experience

• Bachelor's degree in Business, Management, or related field (Master's preferred).
• Substantial work experience in customer service leadership roles, ideally within EMEA.
• Proven track record in managing complex operations and driving process improvements.
• Fluency in English; additional European languages are an advantage.

Soft Skills

• Strong leadership capability with proven ability to manage, motivate and develop multi-country teams.
• Excellent communication and interpersonal skills, with the confidence to engage effectively at all levels, including senior stakeholders and customers.
• High level of customer focus, with the ability to manage escalations, resolve complex issues and lead through crisis situations in a calm and professional manner.
• Strong cultural awareness and emotional intelligence, enabling adaptation of leadership style and customer service strategies to regional and local market needs.
• Resilient, adaptable and self-motivated, with the ability to prioritise effectively in a fast-paced, geographically dispersed environment.

Technical Skills

• Strong proficiency in CRM and ERP systems, with the ability to leverage data to drive customer satisfaction, service performance and continuous improvement.
• Proficient in the Microsoft Office Suite, with advanced capability in Excel for data analysis, reporting, and performance tracking.
• Demonstrated experience in KPI-driven performance management, including service levels, response times, quality metrics and customer satisfaction measures.
• Proven capability in process improvement, with a track record of implementing efficiency, standardisation, and quality initiatives across multiple locations.
• Solid understanding of customer service operations, service delivery models, and best practices within a regional or international context.
• Clean UK driving licence and willingness to travel regularly across EMEA regions as required.

Why Armstrong Fluid Technology?

By joining us, you'll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You'll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow's solutions today.