Caudwell Marine (CM) is a start-up business backed by the billionaire and philanthropist John Caudwell and is developing an innovative, patented outboard motor. The CM organisation is a small, experienced team of people who are passionate about successfully bringing this technologically leading outboard motor to market. Each team member has a ‘hands on’ approach and supports each other for the benefit of the programme. Reporting to the Caudwell Marine Commercial Director, you will define & execute the Customer Support strategy to support our business objectives to maximise market share and deliver an industry leading experience with Caudwell Marine for our premium level product. Main Responsibilities: Create and lead Customer Support operation to include all customer communication relating to order management, internal sales, warranty process, general queries or other commercial activity, ensuring Caudwell Marine customers are always fully informed concerning their orders and our commercial activity. Ensure Customer Support systems and operation are ready to always deliver an industry leading and premium customer experience and in line with Caudwell Marine brand values. Drive customer focused philosophy & culture in the Customer Support team and across the entire business. Create, lead and manage global Customer Support organisation, providing primary contact with direct customers for all operational activity. Define, create and run customer support operation, including systems and processes for order management, account management and warranty in line with business objectives. Provide support and back-up for the administration of Product Support issues as required, to include management of technical incidents, training and installation systems, ensuring Caudwell Marine customers are always fully informed of their activity with our business. Present Customer Support requirements to senior team/other business functions to ensure direct & supporting resources are in place. Act as senior customer escalation point for all customer order related issues, ensuring seamless interaction for our customer across all business functions and rapid resolution of all customer issues. Define and integrate systems and processes to ensure an industry leading Customer Support experience, which is both effective and efficient. Review organisation structure on a regular basis to ensure a capable, competent and committed team is in place to deliver business objectives. Continually assess business operation to implement industry leading practice, which delivers lean but effective operating and can meet and exceed customer expectations. Critical Requirements: Must be focused on customer experience and possess highly structured and organised approach Must have experience of creating, managing and leading a team. Strong and emotionally intelligent team leader & team manager with experience in Customer Support role for premium, high value and highly complex product. Customer Support and/or Customer facing experience for premium, high value and highly complex product. Must be a proven self-starter who welcomes a challenge. Mature and professional approach to problem solving and overcoming obstacles to achieve success, both internally and externally. Direct experience of using and implementing Customer Support / CRM operations & systems which deliver premium customer experience. Highest level of communication skills to ensure customer expectations are fully understood internally and externally, our customers have full understanding of Caudwell Marine customer support activity. Highest level of relationship building and influencing skills to ensure Customer experience has the required support & resources across all business functions. Ability to integrate across all business functions on support of delivering a premium customer experience, specifically Engineering, Manufacturing, Logistics and Marketing. Process driven with structured approach. Possess commercial acumen to understand customer drivers and their needs. Additional Information: Location: Coventry Working Hours & Hybrid Policy: The standard working hours for this role are Monday to Friday, 9:00 AM to 5:00 PM. We offer a hybrid working arrangement, requiring three days in the office, including a mandatory in-office day on Wednesdays, and two days working from home. Flexibility may be required based on business needs. Salary range: £45,000 - £60,000/annum Job Types: Full-time, Permanent Pay: £45,000.00-£60,000.00 per year Benefits: Company pension On-site parking Schedule: Day shift Monday to Friday Application question(s): Are you able to commute to Coventry or open to relocating? Work authorisation: United Kingdom (required) Work Location: Hybrid remote in Coventry CV6 4BL