Customer Specialist Team Manager

Location: Wythenshawe, Manchester

Join Endress+Hauser and help shape exceptional customer experiences

At Endress+Hauser, we believe exceptional customer experiences are built through strong leadership, clear accountability, and seamless collaboration. We are now looking for a Customer Specialist Team Manager to lead and evolve our centralised Customer Specialist Team (CST) — a critical operational function that underpins customer delivery across Sales, Projects, Solutions, Service, Purchasing, Logistics, Facilities, and Centres of Competence.

This is a key leadership opportunity for an experienced, people-focused manager who enjoys setting direction, developing leaders, and embedding consistent ways of working at scale. You will lead through others, with Customer Specialist Team Leaders reporting into this role, and will play a central part in shaping how we deliver for customers across the UK Sales Centre.

About the role of Customer Specialist Team Manager

As Customer Specialist Team Manager, you will have overall accountability for the performance, capability, and development of the Customer Specialist Team. You will lead and support a management layer of Team Leaders, ensuring strong people leadership, consistent service standards, and excellent customer outcomes across all areas of CST responsibility.

Working closely with senior stakeholders across the business, you will align priorities, improve end-to-end processes, and ensure the CST operates as a trusted, value-adding partner. This role combines strategic thinking with strong operational grip, with a clear focus on customer experience, efficiency, and continuous improvement.

What you’ll be responsible for as a Customer Specialist Team Manager

• Providing clear leadership, direction, and accountability for the CST through Customer Specialist Team Leaders
• Developing Team Leaders to be confident, effective people managers and role models
• Creating a high-performance culture focused on accountability, collaboration, wellbeing, and continuous improvement
• Overseeing performance management, succession planning, and capability development across the CST
• Owning overall CST performance, capacity planning, and service delivery standards
• Ensuring consistent, high-quality customer and administrative support across all supported functions
• Acting as a senior escalation point for complex or cross-functional customer and operational issues
• Ensuring accurate, timely order processing and adherence to agreed processes and controls
• Identifying opportunities to improve customer experience and operational efficiency across end-to-end processes
• Leading and sponsoring continuous improvement initiatives in partnership with key stakeholders
• Using data, insight, and feedback to inform decision-making and drive improvement
• Supporting the embedding of new systems, tools, and ways of working
• Building strong relationships with Sales, Service, Projects, and wider business functions
• Representing the CST in cross-functional forums, regional meetings, and improvement initiatives
• Supporting the CST’s contribution to winning, delivering, and retaining customer business

What we’re looking for in a Customer Specialist Team Manager

• Proven experience leading managers or team leaders, ideally within a customer, operations, or shared-service environment
• Strong people leadership capability, with a track record of developing others
• Experience operating at both strategic and operational levels
• Strong customer focus, with an understanding of service excellence, NPS, and first-contact resolution
• Excellent stakeholder management and influencing skills
• Ability to balance pace, quality, compliance, and commercial outcomes
• Comfortable using CRM and ERP systems (e.g. Salesforce, SAP) and digital workflow tools
• High emotional intelligence, resilience, and adaptability
• A proactive, ethical, and accountable leadership style

Desirable:

• Experience in a similar or technical industry
• Level 5 (or equivalent) qualification in Leadership & Management
• Coaching or Train-the-Trainer experience

What do we offer

• The security of working for a global, family-owned leader in measurement instrumentation
• Excellent training facilities and personalised development plans
• Flexible and hybrid working arrangements
• Family-friendly social events throughout the year
• Excellent pension scheme
• Increasing annual leave with length of service

Why join Endress+Hauser?

At Endress+Hauser, you’ll be part of a collaborative, people-centred organisation where leadership, development, and customer focus are genuinely valued. You’ll have the opportunity to shape a critical team, make a visible impact across the business, and continue to grow your leadership capability within a supportive hybrid working environment.