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:

Role Purpose:

The role is responsible for leading and managing all aspects of Customer Service operations to ensure seamless order fulfilment, exceptional service delivery, and a superior customer experience. This includes driving service excellence through cross-functional coordination with Sales, Supply Chain, Planning, Production, and Quality teams, ensuring timely order processing, complaint resolution, and digital service adoption. The position also focuses on team leadership, continuous improvement, and leveraging digital tools to enhance customer engagement and operational efficiency.

Key Responsibilities:

• Ensure adherence to company guidelines, policies, and SOPs in all customer service operations.
• Maintain proactive and effective communication with customers to ensure a superior service experience.
• Work with Sales, Supply Chain, Planning, Production, and Distribution teams to ensure on-time order delivery.
• Monitor, track, and deliver Customer Service KPIs as per business objectives.
• Handle customer inquiries regarding products, services, and digital tools promptly and effectively.
• Address and resolve customer complaints within the defined timelines to ensure satisfaction.
• Conduct root cause analysis for recurring issues and implement permanent corrective actions.
• Coordinate with QA and Operations teams to ensure prompt resolution of customer concerns.
• Escalate complex or high-risk cases to senior management and cross-functional teams when necessary.
• Lead and motivate the Customer Service team to deliver high performance and achieve functional KPIs.
• Provide training, coaching, and development opportunities for team members.
• Identify and support underperformers through targeted performance improvement plans.
• Foster teamwork, collaboration, and a customer-centric culture within the department.
• Support the development and implementation of digital service and e-commerce initiatives.
• Provide training and guidance to internal stakeholders for effective use of digital tools.
• Conduct customer surveys to gather feedback on service quality and digital adoption.
• Collaborate with Planning, Manufacturing, and Distribution teams to enhance sampling and service efficiency.
• Propose and implement new processes or tools to continuously improve customer service standards.

Qualifications and Experience:

• Bachelor's or Master's degree in Business Administration (BBA/MBA), preferably in Marketing.
• 5–7 years of proven experience in Customer Service within a B2B manufacturing environment.
• Strong background in managing customer relationships, order fulfilment, and complaint resolution.
• Demonstrated experience in leading and developing a team.
• Solid understanding of supply chain and operations processes in a manufacturing setup.
• Excellent communication, coordination, and problem-solving skills.
• Proficiency in using digital tools, ERP systems, and data reporting for customer service management.

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.