Job Description

About Fleming Howland

Fleming Howland is a British maker of handcrafted furniture, exporting directly to private clients, interior designers, and hospitality customers worldwide. Our products are bespoke, high-value, and made to order. As such, our clients expect clarity, structure, and confidence throughout the entire journey from order confirmation through production, delivery, and aftercare.

We are seeking a

Customer Experience Manager

to take ownership of client relationships and live order books, acting as the central point of coordination between customers, production, logistics, and senior management.

This role will particularly suit someone from an

account management, programme management, or manufacturing environment

who is comfortable managing complexity, setting expectations, and representing a business professionally to demanding stakeholders.

The Role

This is not a call-centre customer service role.
It is a

relationship-led, ownership-driven position

focused on managing high-value client accounts and ensuring delivery commitments are met, communicated clearly, and handled with discretion.

You will be responsible for:

Managing active customer order books Leading structured communication with clients Coordinating internally to ensure delivery, quality, and service standards are upheld Handling issues calmly and commercially when plans change
You will act as the

trusted interface

between Fleming Howland and its clients.

Key Responsibilities

Act as the primary point of contact for a portfolio of clients, managing live orders from confirmation through delivery and aftercare. Maintain full visibility of each client's order status, constraints, risks, and timelines. Lead regular, structured client communication, ensuring expectations are clear and managed professionally. Build long-term relationships with high-value clients through consistency and trust.

Order Book & Delivery Management

Own customer order books, aligning delivery expectations with production capacity and logistics planning. Coordinate internally with production and customer care staff to ensure commitments are realistic and achievable. Monitor upcoming deliveries, proactively identifying risks and implementing recovery plans where required. Support international deliveries, liaising with logistics partners to ensure smooth execution.

Issue Resolution & Service Recovery

Take ownership of delivery delays, damages, or service issues, managing resolution end-to-end. Communicate confidently and calmly with clients when issues arise, offering solutions rather than excuses. Balance customer satisfaction with commercial responsibility and operational reality. Ensure issues are logged, resolved, and reviewed to prevent recurrence.

Process & Continuous Improvement

Contribute to improving internal workflows, documentation, and customer communication standards. Support the development of internal knowledge bases, templates, and best practices. Work with senior management to identify trends, risks, and opportunities for service improvement.

About You (Essential)

Proven experience in

account management, programme management, customer-facing operations, or manufacturing environments

. Comfortable owning complex order books and managing multiple stakeholders simultaneously. Highly organised, structured, and detail-oriented. Confident communicator, able to lead conversations with senior or high-value clients. Calm under pressure, with the ability to resolve issues without escalation or defensiveness. Commercially aware, understanding the balance between service excellence and operational constraints.

Strong written and verbal English

, with professional tone and clarity. Confident using ERP, CRM, or order management systems.

Desirable Experience

Background in manufacturing, logistics, or complex supply-chain environments. Experience managing SLAs, on-time delivery metrics, or recovery plans. Exposure to international customers or exports. Additional languages such as

French, Spanish, or German

(beneficial but not essential). Experience supporting directors or senior stakeholders.
This role offers the opportunity to take genuine ownership of client relationships within a respected British manufacturing business, where care, precision, and trust are taken seriously. You will play a visible role in how Fleming Howland is experienced by its clients, with the autonomy to manage accounts properly, influence internal processes, and build long-term relationships with discerning customers around the world. For someone who values structure, professionalism, and doing things properly, this is a rare opportunity to contribute meaningfully to a growing business while being trusted to operate with judgement, discretion, and authority.

Job Types: Full-time, Permanent

Pay: Up to 38,484.00 per year

Benefits:

On-site parking Profit sharing
Application question(s):

We are a small team and handle many similar customer enquiries repeatedly. Describe one internal workflow or knowledge-base improvement you have personally created or would create to reduce errors, save time, or improve consistency in customer communication. Explain the problem, your solution, and the outcome. A long-standing private client has spent over 50,000 with the business over several years. Their most recent order has been delayed due to a supplier issue outside our control. Write the opening paragraph of the email you would send to this client. Do not explain the delay in detail -- focus only on tone and reassurance. Please read the scenario carefully, then answer the question below.
A client based in Madrid orders a bespoke two-seater sofa in hand-coloured leather, plus a matching footstool. The order is confirmed on 14 March. The estimated lead time is 14-16 weeks. The client will be unavailable between 1-15 July and has requested delivery with unpacking and removal of packaging.

Question:
List the five most important details you would need to track internally to ensure this order is delivered correctly and without causing client frustration.

Work Location: In person