Customer Experience Manager - EMEA

Customer Experience Manager – EMEA

Location: Leeds (Hybrid)
Department: Customer Experience
Company: Farnell, an Avnet Company
Type: Permanent

Job Summary

Farnell, an Avnet Company is looking for a Customer Experience Manager – EMEA. The primary responsibilities are to represent the voice of the customer across the regions, ensuring that customer insights, feedback and trends are translated into actionable improvements. The role works cross‑functionally and as part of the global Customer Experience (CX) organisation, collaborating with teams in EMEA, APAC and North America to promote a consistent, high‑service culture and support continuous improvement across the end‑to‑end customer journey.

This role is based in Leeds, and you will be expected to work a minimum of 3 days per week in the office.

What's in it for you?

We will also be offering a competitive salary package, and the following benefits:

• A supportive team environment where everyone really is working toward the same goal.
• A strong open-door policy within management
• An environment where you will be given the tools and opportunities to further your career
• Pension scheme (matched up to 8%)
• Company car salary sacrifice scheme
• Simply Health Medical Scheme
• 25 days holiday plus bank holidays with option to buy additional holiday
• Free Onsite Parking and free onsite gym
• Flexible hybrid working
• Cycle to work Scheme
• Reward schemes

What Will You Be Doing?

Customer Insights & Analysis

• Acting as the customer advocate for the EMEA region.
• Analysing customer data, trends and feedback to highlight improvement opportunities.
• Creating clear and insightful reports for leadership and key partners.

Customer Feedback Management

• Owning and optimising customer feedback programmes across EMEA.
• Ensuring insights are consistently captured and effectively used.
• Collaborating with global CX teams to align methodology and reporting.

Continuous Improvement

• Mapping and reviewing customer journeys to identify pain points.
• Recommending and supporting changes to processes, policies and propositions.
• Working with operational, commercial and digital teams to embed improvements.

Cross‑Functional Collaboration

• Building strong relationships across EMEA and global stakeholder groups.
• Helping teams understand customer metrics, themes and priorities.
• Sharing best practices and contributing to global CX projects.

Customer Culture & Engagement

• Promoting a customer‑centric mindset across Farnell.
• Celebrating customer excellence and highlighting development areas.
• Supporting training, communication and workshops that build CX capability.

Decision Making Authority

Make

Improvements to process or practice that drive an enhanced customer experience based on our existing proposition.

Recommend

Ways in which the organisation can respond to the changing needs of our customers – process or proposition. Improvements for collecting and then enacting upon customer feedback. Investment to drive improvements to the customer experience.

What About You?

You’ll bring:

• Experience in customer experience, service, operations or continuous improvement.
• Strong analytical skills with the ability to interpret customer and performance data.
• Confident communication and influencing skills, including working with senior stakeholders.
• A collaborative approach and experience working across functions and regions.
• A passion for advocating on behalf of customers and driving improvement.

It would be great if you also have:

• Experience in B2B, distribution, e‑commerce or service environments.
• Experience working within global or multi‑region teams.
• A commercial understanding of customer value and business drivers.

Ready to Make an Impact?

If you’re passionate about championing the customer and want to shape the future of customer experience at Farnell, we’d love to hear from you.
Apply today and help us deliver a service our customers truly value.

#LI-FARNELL

#LI-EMEA

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.

Avnet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center in your region: Americas applicants – hrnow@avnet.com, Asia applicants - hrnow.asia@avnet.com, EMEA applicants - hrnow.EMEA@avnet.eu. 

Job Applicant EMEA Imprints