Client Experience and Service Manager

Client Experience & Services Manager


Wiltshire | Up to £45,000 per annum (depending on experience)
Monday–Friday | 08:30–17:00


Why This Role Is Exciting

This is a senior, influential role within one of the UK’s leading luxury packaging suppliers, a business built on quality, precision, and long-term client partnerships.


As Client Experience & Services Manager, you’ll take ownership of the client function, leading an established team and setting the commercial and service standard across the business. You’ll work closely with key clients, balancing bespoke solutions and premium service with commercial realism, protecting margin, improving efficiency, and ensuring the client experience supports sustainable growth.


This role will suit someone who understands how decisions ripple through a business, and enjoys shaping both people and processes.
You’ll be supported by a collaborative leadership team and a stable, professional working environment, with 30 days’ holiday including Bank Holidays, free onsite parking, and a cycle-to-work scheme.


About the Role

As Client Experience & Services Manager, you will:

• Lead, manage, and develop a team of client service and internal sales professionals, setting clear expectations and driving accountability
• Own relationships with key and high-value clients, acting as a trusted commercial partner rather than just a service contact
• Oversee the end-to-end client journey, ensuring orders, artwork, and bespoke solutions are delivered accurately, efficiently, and profitably
• Monitor and analyse performance data including service levels, workload, and commercial impact, implementing improvements where needed
• Balance customer satisfaction with commercial priorities, supporting pricing discipline, margin protection, and operational efficiency
• Collaborate closely with sales, production, and senior leadership to align client service activity with wider business objectives

About You

• At least 5 years’ experience in a client services, customer operations, or internal sales management role
• A strong commercial mindset, with a clear understanding of margin, cost control, and operational impact
• Proven experience leading established teams and managing performance in a fast-paced, order-driven environment
• Confidence dealing with senior stakeholders and long-standing clients, including handling complex or high-pressure situations
• Excellent organisational, communication, and decision-making skills
• Strong CRM and Microsoft Office capability

You’ll be pragmatic, steady, and solutions-focused, someone who knows when to push back, when to lean in, and how to keep both clients and the business healthy.