Digital and Customer Services Manager

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and specialty threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world.

For more info, visit our website: www.coats.com

Role Purpose:

The Digital and Customer Services Manager will lead the delivery of exceptional customer service and drive the adoption of digital tools and platforms to enhance the customer experience across our B2B manufacturing operations.

Key Responsibilities:

Service & Operational Management

• Ensure that the company's guidelines & SOPs are followed in customer service management.
• Prompt & effective communication and coordination with the customers to ensure a superior customer service experience.
• Deliver Customer Services related KPIs.
• Work closely with the Sales team to deliver customers' orders on time and as per the defined priorities.
• Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers.
• Taking customers' queries on Company products, services, tools and serving them appropriately.
• Complaint Handling.
• Deal with the complaints quickly and solve them within the defined timelines to achieve Customer satisfaction.
• Investigate customers' complaints/concerns, find out the root causes and apply permanent solutions.
• Close coordination with QA and Operations teams to address customer complaints promptly.
• Escalating the cases to the senior management and cross-functional teams when necessary to avoid potential risk.
• People Management.
• Training & development of the team.
• Coaching of under performers to lift them to the required levels.
• Ensure team alignment to deliver the function KPIs.

Digital Services

• Facilitate the development of key Digital Services and e-Commerce activities and provide guidance, training, and support to the internal customers for effective implementation.
• Conduct customer surveys on Customer Services & Digital tools adoption, etc and prepare feedback/ reports for the management.
• Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines.
• Development & implementation of processes & tools, after necessary approvals, to improve the customer service standards.
• Reports/Administration.
• Daily, weekly and monthly reporting.
• Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team.
• NPI launches.
• Coordination with the import team to ensure Finished Goods' import orders are processed & delivered on time.
• Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks, etc.

Qualifications and Experience:

• Bachelor's or Master's degree in Marketing (BBA/MBA).
• 5–7 years of progressive experience in customer service, preferably within the B2B manufacturing sector.
• Proven track record of leading and developing high-performing customer service teams.
• Strong understanding of manufacturing operations and cross-functional coordination.

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.