Overview

Join to apply for the Head of Customer Services role at Fox's Burton's Companies (FBC) UK.

We are FBC UK, Fox's Burton's Companies—home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky. We bake the UK's biscuit brands across eight UK bakeries and employ around 4,000 colleagues. We are committed to an inclusive culture and to supporting people to learn and grow.

Date: Sep 18, 2025

Location: London, GB
Place of Work: Hybrid

About The Role

We have an amazing opportunity to join FBC as Head of Customer Services. This role leads the Customer Service function across FBC UK, shaping a world-class strategy with a three-year outlook. Acting as the voice of the customer, you’ll ensure service excellence through close collaboration with Logistics, Planning, and Commercial teams.

You’ll manage a multi-site team, drive senior-level engagement to resolve service issues proactively, and implement sustainable improvements. With a focus on efficiency, you’ll regularly assess systems, processes, and team capabilities to deliver outstanding service at optimal cost—both in the UK and internationally.

Main Responsibilities

• Customer Service Strategy: Develop and communicate a customer service strategy aligned with commercial priorities, covering UK & International markets, and integrating people, processes, and technology.
• Relationship Management: Build strong, proactive relationships with internal teams (Commercial, Planning) and external partners (customers, distributors, 3PLs).
• Order to Cash Oversight: Ensure timely and accurate order processing, proactively managing shortages and communicating resolutions.
• Leadership & Team Development: Inspire and guide the team, aligning actions with FBC’s mission, vision, and values.
• Compliance & Customs: Ensure adherence to legislation and customs requirements, advising on tariffs and supporting cross-functional compliance.
• Performance & Reporting: Monitor KPIs, produce service level reports, and compile period-end summaries for senior leadership.
• Continuous Improvement & Projects: Drive a CI culture and lead initiatives to improve service and reduce costs.
• Master Data & Order Fulfillment: Oversee customer/product master data accuracy and optimize order management for cost-effective delivery.
• Logistics Collaboration: Work with Planning, Warehousing, and Sales to ensure delivery feasibility, resolve transport issues, and improve logistics performance.
• Customer Experience & Growth: Strengthen customer relationships, support joint business planning, and identify opportunities for service and efficiency improvements.
• Performance Monitoring: Track case fill rate, on-time delivery, shelf availability, and cost-to-serve to optimize customer outcomes.

Who We Are Looking For

• Demonstrated depth of leadership experience in customer service
• A relevant degree or equivalent experience, with strong operational and strategic capabilities
• Excellent analytical skills, with the ability to extract insights from data and identify opportunities
• A background in Supply Chain or FMCG is highly desirable
• Proven ability to build strong partnerships across all levels, with the confidence to coach, challenge, and influence
• A strategic mindset and a track record of delivering impactful results
• Strong commercial awareness and the ability to translate data into actionable improvements for both internal teams and customers

Diversity Statement

FBC UK is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. We provide means to succeed personally and professionally, enabling them to craft their journey at FBC UK. The diversity of our talents makes our work environment multicultural, innovative, and rewarding.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Other

Industries

• Food and Beverage Manufacturing