Manager – Customer Experience (Queries)

Job Description

As Manager – Customer Experience (Queries), you will be the expert owner of customer query, orders, dispute and claim resolution across your markets, and a driving force behind improving and transforming how that work is done. This is an individual contributor role: you are accountable for service performance , speed, quality and customer satisfaction , and for reducing the volume and root causes of queries over time.

Key Responsibilities:

• Lead the end-to-end transformation of Order-to-Cash and customer service across people, process, technology and data , lifting service levels and reducing cost-to-serve across markets.
• Own process and technology solution transformation from design and business case through build, deployment and adoption, ensuring measurable service and efficiency gains.
• Drive continuous-improvement initiatives that embed a culture of ongoing improvement across query, dispute and claim resolution.
• Identify and eliminate the root causes of recurring queries, partnering with upstream O2C, master data and commercial teams to fix them at source.
• Use data and insight to track performance, prioritise improvements and report to senior stakeholders.
• Act as a subject-matter resource for the team on query-resolution best practice, helping embed standard ways of working as the market footprint grows.

Experience / Skills Required:

Essential:

• 10–12+ years' experience in Order-to-Cash, with deep end-to-end process knowledge.
• Proven track record of delivering transformation and change in an O2C or shared-services environment.
• Experience managing senior stakeholders across multiple markets.
• Strong analytical, data-driven approach to performance improvement.
• Excellent communication and stakeholder-influencing skills.

Preferred:

• Lean / Six Sigma qualification, or demonstrable process-improvement experience.
• Customer service, query or dispute-management experience.
• Experience operating across multiple international markets.

Working with Us

We offer flexibility to support your wellbeing and balance your priorities. We also recognise and value performance, offering a highly competitive Rewards and Benefits package.