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About the Role

As a Customer Quality Manager, you will evaluate the performance and effectiveness of end-to-end operational processes impacting customer quality, service delivery, and cost to serve. You will use strong process and system knowledge, including platforms like Salesforce and SAP, to focus on measurement, analysis, and insight.

Responsibilities

• Review customer quality data and operational performance to identify trends, inefficiencies, risks, and improvement opportunities.
• Provide objective, data-driven recommendations to process owners, account teams, and leaders.
• Monitor and evaluate end-to-end operational processes across the full customer lifecycle.
• Define and track KPIs, quality measures, service performance, and cost-to-serve impact.
• Assess process performance against customer commitments and quality standards.
• Identify inefficiencies, risks, control gaps, and performance variation.
• Measure and validate improvement impact before and after changes.
• Analyze customer quality data such as complaints, defects, rework, escalations, SLA breaches, and feedback.
• Prioritize improvement opportunities based on customer impact, risk, and cost.
• Review operational, financial, and customer data to identify trends and improvement opportunities.
• Create dashboards and reports to support governance and decision-making.
• Act as an objective advisor on process performance, validating effectiveness without owning redesign or implementation.

Requirements

• 3-5 years of experience in a similar role.
• Fluent English communication; German or French is a plus.
• Experience in process measurement, quality analysis, or operational performance monitoring in complex, cross-functional environments.
• Strong analytical skills and experience interpreting complex data.
• Comfortable working with KPIs, quality metrics, performance dashboards, and customer impact measures.
• Understanding of end-to-end supply chain processes and cross-department dependencies.
• Experience with enterprise systems such as Salesforce and SAP.
• Ability to engage stakeholders confidently and influence through clear communication.
• Ability to prioritize opportunities based on impact, effort, and business value.
• Familiarity with data visualization tools such as Excel, Power BI, or Tableau.
• Exposure to PRINCE2 or equivalent project management frameworks, with a focus on governance awareness.
• Background in quality, operations, or customer experience environments.
• Understanding of quality methodologies and structured root cause analysis techniques.
• Willingness to travel when required.

Skills

• Salesforce
• SAP
• Excel
• Power BI
• Tableau
• PRINCE2

Location

• Hatfield, UK
• London, UK

Work Type

• Fixed Term Contract

Experience Level

• 3-5 years

About the Company

• Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide.
• We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
• We offer a friendly, open working environment without too much fuss about hierarchy.
• We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
• Interested in joining a company with a strong sense of community?
• We’re growing. We’re hiring. We encourage. We empower. We support.