Customer Service Manager | Premium Beverage Brand | London

The Client

Our client is an ambitious premium beverage brand on a mission to change the way people think about and experience its category. With a focus on exceptional products, considered sourcing and a belief that everyday rituals can be transformed into something more memorable, the business is challenging conventions and building a distinctive position in the market.

Working closely with producers around the world, the brand champions quality, craftsmanship and the stories behind its products, bringing a more elevated experience to both trade and consumer audiences. As it continues to grow, the business is focused on building a strong foundation for its next stage, with customer experience and operational excellence playing a central role in its success.

This is an opportunity to join a purpose-driven, growing business where the quality of the product is matched by the ambition behind it. For someone who enjoys working in a premium consumer environment, there's real scope to make an impact, help shape how the business operates and contribute to the experience that sets the brand apart.

The Role

This is an opportunity for an experienced Customer Service Manager to take the lead on a key function within a growing consumer brand. You'll manage and develop the Customer Service team, bringing together people, processes and systems to deliver a seamless experience from the moment an order is placed through to delivery.

You'll have the scope to improve how the function operates, strengthen relationships across the business and make sure customer service keeps pace with growth. Combining hands-on operational ownership with team leadership and continuous improvement, this role would suit someone who enjoys making things work better and building a function that can scale.

Key Responsibilities

• Lead and develop the Customer Services team, building a culture of accountability, collaboration and consistently high standards.
• Oversee customer service across trade and consumer channels, ensuring orders are processed accurately and delivered on time.
• Own the day-to-day order management process, from order placement and invoicing through to delivery and query resolution.
• Identify opportunities to streamline workflows, improve systems and make the customer journey as smooth as possible.
• Use service metrics and customer feedback to understand performance, identify issues and drive meaningful improvements.
• Work closely with Sales, Finance and Supply Chain to resolve challenges and deliver a joined-up customer experience.
• Build strong relationships with commercial teams and customers across the UK and international markets.
• Ensure the team has the training, systems and processes in place to maintain service levels as the business grows.

What the Client Would Like to See

• Experience leading a customer service or customer operations team within a product-led business.
• A strong understanding of B2B and B2C customer service, including order management and the order-to-cash process.
• A track record of improving processes, systems and service performance rather than simply maintaining the status quo.
• Confidence working with order management systems, CRM platforms and Excel, with a natural aptitude for technology.
• Strong organisational skills and the ability to balance hands-on problem-solving with team leadership.
• A collaborative approach and the confidence to build relationships across commercial and operational teams.

What We Would Like to See

• Experience in FMCG, food and beverage, consumer goods or another fast-moving product environment.
• Exposure to international orders, export documentation or trade compliance.
• Experience implementing or improving customer service systems and reporting.
• A proactive, commercially minded approach, with an interest in building better ways of working.
• A genuine enthusiasm for great products and the customer experience that surrounds them.

Location: London

Start-date: ASAP

Salary: £40,000 - £43,000 per annum + bonus

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.