The Company

Harwin plc is a Portsmouth based manufacturing company specialising in the innovative design and production of electrical / electronic components. Our products are distributed worldwide through our network of partners in Europe, Asia and the US. We offer a breadth and depth of expertise in such markets as distribution, industrial and instrumentation, medical, military, aerospace, automotive and telecommunications.

The Role

The Senior Customer Experience Manager is responsible for leading a team that ensures exceptional service delivery to customers through effective order management, proactive communication, and data-driven decision-making. This role combines customer relationship management with operational oversight—coordinating cross-functionally with Production, Planning, Purchasing, and Logistics to optimise performance, drive continuous improvement, and support strategic business growth.

Team Leadership & Development

• Lead, coach, and develop a high-performing Customer Experience and Customer Service team.

• Establish clear performance goals and KPIs aligned with customer satisfaction, operational efficiency, and company objectives.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Conduct regular performance reviews and provide training or mentoring to enhance team capability. Customer Account Management Oversight

• Ensure customer orders are processed accurately and in accordance with pricing, terms, and quality standards.

• Monitor account performance, proactively addressing potential service issues or delays.

• Build and maintain strong customer relationships, acting as an escalation point for key accounts or complex issues.

• Oversee compliance with aerospace and space sector documentation, including traceability, RoHS/REACH, and export controls. Operational Coordination

• Collaborate closely with Production Planning, Purchasing, and Logistics teams to ensure timely order fulfilment and inventory alignment with customer demand.

• Lead daily/weekly reviews of open orders, delivery schedules, and backlog reports.

• Oversee logistics and export compliance processes, ensuring adherence to incoterms and international trade regulations.

• Manage carrier performance reviews and drive logistics improvement initiatives. Data Analysis & Forecasting

• Guide the team in analysing customer demand patterns to support accurate sales forecasting and capacity planning.

• Review and present key performance metrics such as on-time delivery, quotation turnaround time, and first response times on customer complaints.

• Utilise data insights to identify process inefficiencies and implement corrective actions. Continuous Improvement & Strategic Projects

• Lead or participate in cross-functional projects aimed at improving customer satisfaction, operational workflow, and data accuracy.

• Implement system and process enhancements within the ERP and reporting tools to increase team productivity.

• Promote Harwin’s values of quality, innovation, and dependability across all operations and customer interactions.

Skills & Competencies

• Proven leadership and people management skills, with the ability to motivate and develop a team.

• Excellent communication and relationship-building skills across technical and commercial functions.

• Advanced proficiency in Microsoft Excel and data analysis tools.

• Strong process discipline and attention to detail, particularly in regulated industries.

• Analytical and strategic thinker capable of turning complex data into actionable insights.

• Customer-focused mindset with a strong sense of ownership and accountability.

• Adaptable, organised, and resilient under pressure.

• Knowledge of international trade, export processes, and global logistics documentation.

Education & Experience

• HND or Degree-level qualification (or equivalent experience) in:

• Business Administration
• Supply Chain Management
• Engineering (Mechanical, Electrical, or Manufacturing)
• International Trade / Logistics

• GCSEs (or equivalent) in Maths and English at Grade C / 4 or above (essential).

• 5+ years of experience in customer account management, supply chain operations, with at least 2 years in a leadership capacity.

• Experience within aerospace, electronics, or other regulated industries desirable.

Soft Skills & Attributes

• Strong interpersonal and communication skills (written and verbal).

• Customer-first mindset with a continuous improvement attitude.

• Excellent time management and organisational skills.

• Collaborative and team-oriented approach.

• Proactive problem-solver who thrives in dynamic environments.

Salary and Benefits

• Competitive Salary

• 25 days holiday plus bank/public hols

• Additional 3 days off over the festive period

• Employee Assistance Programme

• Company pension scheme

• Life Cover 3x salary

• Company bonus scheme

• Cycle to Work Scheme

As an equal opportunities’ employer, Harwin is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Harwin.