This one is about balancing customer expectations with operational reality.
We're partnering with a global contract manufacturing organisation that serves some of the most recognised brands in the beauty, personal care, and consumer products markets. Due to continued growth, the business is seeking a Director Client Services to lead a critical customer-facing function and drive greater structure, accountability, and operational excellence across the organisation.
This is a highly visible leadership position reporting directly to site leadership and overseeing a team of 12 professionals.
The Opportunity
This role sits at the intersection of customer management, supply chain, planning, project management, manufacturing, and commercial operations.
You'll lead the team responsible for managing customer relationships once orders enter the manufacturing process, ensuring commitments made to customers align with operational capability and delivery expectations.
The position offers significant influence across the site and will partner closely with Operations, Supply Chain, Purchasing, Project Management, Commercial, and Finance leadership teams.
The Challenge
The organisation supports a number of large strategic customers whose demands can often create complexity across the operation.
Last‑minute schedule changes, expedited requests, shifting forecasts, and evolving priorities can create significant disruption if not managed effectively.
The successful individual will bring structure to the customer engagement process, establish clear expectations, improve internal alignment, and create an environment where exceptional customer service and operational discipline can coexist.
This requires a leader who knows when to say yes, when to push back, and how to maintain strong customer relationships while protecting manufacturing performance.
Key Responsibilities
- Lead, develop, and coach a Client Services team of 12 employees
- Serve as the escalation point for critical customer issues
- Drive improvements in customer service, OTIF performance, inventory visibility, and operational execution
- Partner closely with Supply Chain, Planning, Purchasing, Manufacturing, and Commercial teams
- Establish and implement customer engagement processes and service standards
- Develop KPI reporting and performance metrics to improve decision making
- Support Quarterly Business Reviews and strategic customer initiatives
- Create a culture of accountability, collaboration, and continuous improvement
What We're Looking For
- Director-level leadership experience
- Experience within contract manufacturing, consumer products, cosmetics, personal care, food, beverage, pharmaceutical, or related process manufacturing environments
- Strong understanding of supply chain, planning, manufacturing operations, and customer order management
- Experience leading customer-facing teams
- Strong analytical and KPI-driven decision-making capability