Customer Relations Manager

Customer Relations Manager Birstall Full Time | Permanent We are seeking an exceptional operational leader to play a pivotal role in shaping the future of our organisation. This individual will bring a proven track record of leading customer-facing operations through complex change, combining operational excellence with strategic vision. Equally adept at delivering day-to-day performance and driving transformation, they will build credibility with stakeholders at all levels and inspire confidence during a significant period of organisational evolution. Through strong leadership, resilience and a people-first approach, they will guide teams through change while ensuring outstanding service delivery and business performance. Operational Leadership Lead the day-to-day Customer Services operation and maintain service continuity. Lead Team Leaders and frontline teams to achieve agreed service levels. Manage operational performance, workload, escalations and resource planning. Ensure customers experience minimal disruption throughout the transformation. Transformation Delivery Act as the operational lead for implementation of the Customer Relations Target Operating Model. Execute workstreams agreed by the Transformation Committee. Translate future-state designs into operational processes and ways of working. Identify implementation risks and provide practical operational feedback. People & Comms Lead colleagues through organisational change. Coach colleagues on new processes and behaviours. Drive engagement and adoption of the future operating model. Support communication and readiness activities. Continuous Improvement & Operational Readiness Deliver process improvements agreed by the transformation committee, that improve customer and operational performance. Pilot new initiatives and technology-enabled changes agreed by the transformation committee. Embed standards and ways of working recommended by the transformation committee. Prepare the function for transition to the permanent structure. Governance, Risk & Performance Management Define Provide progress updates to the Transformation Committee. Track transformation milestones, risks and issues. Maintain governance, controls and compliance. Support benefits tracking and successful programme delivery. The successful candidate will: Lead through influence and credibility. Balance operational excellence with transformation delivery. Create clarity, pace and accountability. Develop capability within teams. Represent the operational voice within the transformation programme.

Essential Leadership experience within Customer Services, Customer Operations or Customer Relations. Experience leading teams through business change / transformation. Experience implementing new processes and operating models. Strong stakeholder management and cross-functional collaboration. Preferred Operating Manufacturing, industrial or supply chain environment. SAP and Salesforce-enabled environments. Continuous Improvement / Lean experience. Target Operating Model implementation.

Essential Degree or equivalent experience. Preferred Customer Experience qualification. Leadership qualification. Operational Excellence certification.

PPG: WE PROTECT AND BEAUTIFY THE WORLD ®  Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X.  The PPG Way 2030    We are customer champions   Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow.  We act with purpose and speed   Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using