EMEA Customer Service Manager

Title: Customer Services Manager, EMEA

Reports to: Director, Global Sales Enablement

Position: Based at our Manchester office, fulltime onsite

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet

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As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the bette

r.
The Customer Service Manager, EMEA will lead and optimise customer service operations across Mainland Europe, Middle East, and the UK. This role ensures alignment with global standards while adapting to regional needs and cultural nuances. The position requires strong leadership, exceptional customer interaction skills, and a proven ability to drive process improvement initiativ

es.
Key Accountabili

tiesRegional Leadership & Stra

• tegyProvide leadership and oversight of customer service operations across the EMEA region, ensuring alignment with global standards and objecti
• ves.Act as the primary escalation point for complex or high-impact customer issues, ensuring timely, effective, and professional resolut
• ion.Develop and implement regional customer service strategies to enhance service delivery, customer satisfaction, and operational consiste

ncy.Performance & Process Optimisa

• tionMonitor and manage key performance indicators (KPIs), embedding best practices to drive operational excellence and service performa
• nce.Lead continuous improvement initiatives to streamline processes, improve efficiency, and enhance service qual

ing.Customer Interac

• tionManage and resolve customer complaints promptly and professionally, maintaining strong customer relationsh
• ips.Develop and implement initiatives to improve overall customer experience, satisfaction, and retent
• ion.Gather, analyse, and act upon customer feedback to inform service improvements and strategic decisi

ons.Team Development & Collabora

• tionLead, manage, and mentor regional customer service teams, fostering a culture of high performance, accountability, and continuous improvem
• ent.Encourage and maintain strong cross-functional collaboration with Sales, Operations, Finance, and other key stakehold
• ers.Support ongoing skills development through structured training programmes, coaching, and involvement in special proje

cts.
What We’re Lookin

g ForTo thrive in this role, you should b

ring:Education & Exper

• ienceBachelor’s degree in Business, Management, or related field (Master’s prefer

tage.Soft S

• killsStrong leadership capability with proven ability to manage, motivate and develop multi-country t
• eams.Excellent communication and interpersonal skills, with the confidence to engage effectively at all levels, including senior stakeholders and custo
• mers.High level of customer focus, with the ability to manage escalations, resolve complex issues and lead through crisis situations in a calm and professional ma
• nner.Strong cultural awareness and emotional intelligence, enabling adaptation of leadership style and customer service strategies to regional and local market n
• eeds.Resilient, adaptable and self-motivated, with the ability to prioritise effectively in a fast-paced, geographically dispersed environ

ment.Technical S

• killsStrong proficiency in CRM and ERP systems, with the ability to leverage data to drive customer satisfaction, service performance and continuous improve

ired.
Why Armstrong Fluid Techn

ology?By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions