Job Description

Job Title: Assistant Manager - Customer Engagement
Location: Livingston (Office-based)
Department: Business Development
Contract Type: Full-time, Permanent
Reporting to: Business Development Manager

Why this role matters

At Norty, our purpose is to bring people together through clothing. As Assistant Manager - Customer Engagement, you'll play a key role in helping hundreds of small UK-based B2B customers, many of whom are independent printers and embroiderers, to get the most from our brands and services.

This is not a sales role. It is about building long-term relationships, sharing useful resources, creating structure, and providing consistent support to help customers grow and succeed. You'll start by managing a portfolio of customers yourself, and as the function expands, you will help to shape and lead a small team.

If you enjoy working with people, have a strong service ethic, and like to see your support make a real difference, this could be the ideal opportunity for you.

What you'll be doing

Customer Engagement and Support (Initial Focus)

Manage a portfolio of small B2B customers, mainly through phone, email, video calls, LinkedIn and live chat Offer practical advice, product updates and marketing resources to help customers achieve their goals Tailor your approach based on customer needs, focusing on support rather than selling Onboard new customers and provide guidance on how to access digital tools and platforms
Creating Structure and Insight

Follow a clear and consistent contact plan to ensure all customers feel supported and valued Use CRM tools (HubSpot) to log interactions, monitor trends and track engagement Share customer feedback with internal teams to support continuous improvement Help shape best-practice processes for future team members
Team Leadership (Future Focus)

Once the team is in place, support recruitment, onboarding and training Offer day-to-day guidance and coaching to help others succeed Foster a positive, collaborative and inclusive team environment in line with Norty's values
Collaboration and Representation

Work closely with colleagues across Business Development, Marketing and Customer Services Support the delivery of online training and educational sessions for customers Attend occasional trade shows and exhibitions to meet customers in person and promote Norty's brands
What we're looking for

We're looking for someone who puts service first and enjoys building lasting customer relationships.

Essential:

Experience in a B2B customer-facing or account support role Strong communication skills, both written and verbal Organised and methodical, with good attention to detail Comfortable working with CRM systems (preferably HubSpot) A proactive, positive mindset with a genuine desire to help others
Desirable:

Some experience leading or supporting colleagues Familiarity with the apparel, print or creative sectors Understanding of small business customers and their challenges
Why join Norty?

At Norty, we believe clothing can bring people together and support creativity at every level. We are a friendly and values-led business with a focus on quality, service and long-term relationships.

This is a unique opportunity to help shape a growing customer engagement function, while working directly with creative, independent businesses across the UK. You'll be joining a supportive and collaborative environment where your ideas and input will be valued.

If you are motivated by helping others, enjoy building structure, and are ready to make an impact, we'd love to hear from you.

we will only be contacting candidates that are successful to the next stage

Job Types: Full-time, Permanent

Pay: 34,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Life insurance On-site parking
Ability to commute/relocate:

Livingston EH54: reliably commute or plan to relocate before starting work (required)
Work Location: In person