Job Description

Job Title:

Customer Export Lead

Reporting to:

Chief Operations Officer

Department/Business Unit:

Customer Services, Legrand Electric Ltd

Base/Location:

UK Head Office, Birmingham

Role Purpose:

We are seeking a strategic and hands-on

Customer Experience Lead

to champion customer satisfaction by aligning operations with customer needs. This role will coordinate across

planning, logistics, and quality teams

to ensure the delivery of a seamless and high-quality customer journey. The ideal candidate will be an excellent communicator, strong in

problem solving and project management

, and open to

digital transformation

as a tool for continuous improvement.

Key Duties:

-

Customer-Centric Strategy:

Act as the voice of the customer across the organization. Use insights from feedback, data, and frontline teams to shape service strategies that improve satisfaction and retention.

-

Cross-Functional Coordination:

Work closely with planning, logistics, quality, and production teams to ensure customer requirements are understood, prioritized, and met.

-

Issue Resolution & Escalation:

Lead root cause analysis and resolution of customer complaints, delays, or quality issues. Implement corrective actions and communicate outcomes to stakeholders.

-

Continuous Improvement:

Identify pain points in the customer journey and lead initiatives to streamline processes, eliminate inefficiencies, and improve overall experience.

-

Project Management:

Drive customer-related improvement projects from concept to execution, ensuring clear milestones, stakeholder engagement, and measurable outcomes.

-

Communication & Reporting:

Communicate effectively with internal teams and external customers. Prepare reports on CX performance, trends, and initiatives for senior management.

-

Digital Transformation Support:

Embrace and advocate for digital tools (CRM, self-service platforms, analytics) to improve customer interaction, visibility, and data-driven decision-making.

-

Legrand Values:

Foster a culture that embodies the Legrand core values and code of Ethics.

Job Competences/Key skills:

Proven experience in a customer-facing, operations, or cross-functional role (e.g., CX, logistics, planning, quality). Strong understanding of end-to-end supply chain/customer fulfilment processes. Excellent communication skills with the ability to influence and align diverse teams. Demonstrated problem-solving and root cause analysis capabilities. Project management experience, with the ability to manage multiple priorities. Proficient in using data and systems (e.g., CRM, ERP, analytics dashboards) to support decisions.

Working Hours:

Monday - Friday from 08:30 to 16:30 (37.5hrs per week)

Salary and Benefits:

Salary 45,000 25 days holiday per annum, plus Public Bank Holidays Group Personal Pension plan up to 5% of the pension contributions available from the start day Employee Assistance Programme through EIC Life Assurance Cover Bike to Work loan, up to 1,200 loan Specsavers eyecare vouchers Flu Vaccination (available in the flu season) Healthcare cash plan Hotel and car hiring discounts Holiday purchase, up to 3 days Enhanced Maternity and Paternity Scheme
Job Type: Full-time

Pay: 42,000.00-45,000.00 per year

Work authorisation:

United Kingdom (required)
Willingness to travel:

25% (preferred)
Work Location: In person