Customer Service Senior Manager

TL;DR

Customer Service Senior Manager: Overseeing the customer service operations for the Northern Europe business unit with an accent on driving service excellence, optimizing enquiry-to-delivery processes, and enhancing customer satisfaction. Focus on leading geographically dispersed teams, partnering with cross-functional leadership, and spearheading organizational transformation through data-driven insights.

Location: Must be based in Doncaster, UK

Company

hirify.global is a global business specializing in providing innovative and smart solutions for the building and infrastructure sector, driven by a commitment to sustainability and solving complex societal challenges.

What you will do

• Assume responsibility for the entire customer service function across the UK, Ireland, and Nordic regions.
• Ensure professional enquiry management, accurate quotation processing, and seamless project delivery.
• Lead, coach, and inspire large, geographically dispersed teams to meet strategic business objectives.
• Track and analyze key performance indicators, including NPS, to drive continuous operational improvement.
• Partner with Sales, Product Management, and Marketing to integrate feedback into product and service roadmaps.
• Manage all HR-related activities for the department, including recruitment, training, and talent development.

Requirements

• Extensive experience in a senior leadership role within a large, complex commercial or sales function.
• Proven track record of managing operations within an international matrix organization.
• Strong commercial acumen with expertise in interpreting and presenting complex data analytics.
• Proficiency in CRM platforms, ideally Dynamics, and data visualization tools like Power BI.
• Demonstrated experience leading organizational change management processes.
• Must be able to work onsite in Doncaster, UK.

Nice to have

• Experience with B2C or B2B E-commerce project sales.
• Strong background in infrastructure project sales.

Culture & Benefits

• Opportunity to work within a diverse, global community focused on purposeful impact.
• Clear pathways for career progression and professional development.
• Active participation in the BU Northern Europe leadership team.
• Focus on organizational transformation and collaborative culture building.