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About the Role

The Customer Experience Manager leads and optimizes the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting to ensure a seamless, efficient, and value-driven experience. This role supports sales growth, margin optimization, and operational excellence by integrating commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.

Responsibilities

Lead, coach, and develop the Customer Service team to deliver exceptional service standards.
Establish and monitor KPIs including response times, resolution rates, customer satisfaction, and service quality.
Oversee order processing, customer inquiries, complaints handling, and after-sales support.
Identify and implement continuous improvement initiatives to enhance service efficiency.
Partner with Sales, Operations, and Finance to ensure alignment across customer touchpoints.
Provide leadership and direction to the Customer Training Coordinator.
Ensure training content remains current, accurate, and aligned with product updates, compliance requirements, and customer needs.
Oversee training schedules and resource planning.
Monitor training effectiveness, customer feedback, and participation metrics.
Identify opportunities to enhance customer capability, improve product adoption, and support long-term customer retention.
Support the professional development and performance of the Customer Training Coordinator.
Oversee pricing processes, approvals, and governance frameworks.
Ensure pricing accuracy across systems and documentation.
Collaborate with Sales and Finance to balance competitiveness and margin targets.
Support pricing reviews, discount approvals, and contract renewals.
Analyze pricing trends, margin performance, and customer profitability.
Lead or oversee the preparation of accurate and timely project quotations.
Ensure alignment between scope, costings, margins, and customer expectations.
Partner with Sales and Operations to ensure feasibility and profitability of quoted work.
Implement controls to minimize quoting errors and commercial risk.
Track quote-to-order conversion rates and identify improvement opportunities.
Map and optimize the end-to-end customer journey.
Use customer feedback, NPS, or service metrics to drive improvements.
Lead cross-functional initiatives to enhance customer satisfaction and operational performance.
Implement systems, automation, or workflow improvements where appropriate.
Provide clear direction, coaching, and performance management to direct reports.
Build capability across customer-facing teams.
Foster a high-performance, collaborative, and customer-centric culture.
Support workforce planning and resource allocation.

Requirements

Proven leadership experience in Customer Service, Commercial Operations, or Customer Experience.
Strong commercial acumen including pricing and margin management.
Experience in project quoting, tender preparation, or estimating.
Demonstrated ability to improve processes and lead change initiatives.
Excellent stakeholder management and communication skills.
Experience in technical, industrial, B2B, or project-based environments.
Exposure to ERP/CRM systems.
Experience managing cross-functional teams.
Computer literacy in Word, PowerPoint, Excel etc.
Able to demonstrate high-level decision-making skills.
Able to demonstrate self-management skills.
Excellent time management skills.
High-level communication and presentation skills.
Organized and systemic thinking skills.
Comfortable working in a large organization with a matrix organizational structure.
Have a ‘can do’ attitude and mentality.
Effective communication skills at all levels.
Demonstrates appropriate professional workplace behavior that is in line with the company values, policies, and procedures.

Skills

Customer Service Leadership
Customer Training
Pricing Strategy & Governance
Project Quoting & Commercial Support
Customer Experience & Process Improvement
Leadership & Team Development
Computer literacy
Decision making
Self-management
Time management
Communication
Presentation skills
Organized and systemic thinking
Stakeholder management

Location

Mixed office and warehouse environment

Work Type

Full-time

Experience Level

Proven leadership experience
Experience managing cross-functional teams

Education Level

Business related tertiary qualification

About the Company

Watts Water is a global leader of quality water solutions for residential, industrial, municipal, and commercial settings.
Our family of brands offers some of the most varied product lines in the world, with world-class, water-related solutions focused on: Drainage and Water Reuse, HVAC and Hot Water, Plumbing and Flow Control, Water Quality and Rainwater Harvesting.
We are a $1.9 billion global company, listed on the New York Stock Exchange (NYSE) with a presence in five (5) continents and twenty-four (24) countries, and an employee population that speaks over eighteen (18) languages.
As a people-first company, we prize enriching and caring for all who work here not only through words but through actions.
This includes executing our Diversity, Equity, and Inclusion (DEI) strategy, and providing our employees with meaningful career growth opportunities, a positive and safe work environment, and affirmation that they are heard, valued, and respected.
We are proud to be an organization that believes that a safer world is a more sustainable world – a belief that we proudly reflect in each of our technologies and solutions and our environmental and social commitments, such as our partnership with Planet Water Foundation.
Learn more about the Watts way, here.
Specialties Plumbing, HVAC, Water Quality, and Gas
Headquarters Americas & Corporate Headquarters: North Andover, Massachusetts, USA
Asia-Pacific, Middle East & Africa (APMEA) Headquarters: Shanghai, China
Company Size About 5,000 employees
Website http://www.watts.com/ http://www.wattsindustries.com/ http://www.wattsasia.com/
Industry Machinery
Founded 1874