SonicJobs Logo
Login
Left arrow iconBack to search
  1. Home
  2. Derby
  3. Digital marketing manager
  4. Head Of Customer Delivery

Head Of Customer Delivery

Cherry Professional - Relationship Led Recruitment
Posted 12 days ago, valid for 3 days
Location

Derby, Derbyshire DE21 4HS

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • The Head of Customer Delivery/Support position offers a salary range of £60,000 to £65,000 and is based in Derby DE21.
  • The role is permanent and full-time, with a fantastic work culture that includes 25 days of holiday plus 8 bank holidays and hybrid working options after probation.
  • Candidates should have proven leadership experience in customer delivery and support functions, ideally within SaaS or tech, along with a strong understanding of customer-centric strategies.
  • The position requires excellent interpersonal and communication skills, familiarity with CRM systems, and demonstrated success in improving operational efficiency and customer satisfaction.
  • The successful candidate will lead the delivery team, develop efficient processes, oversee customer support operations, and work cross-functionally to enhance the customer journey.
Head of Customer Delivery/Support | £60k to £65k | Derby DE21 Permanent | Full Time | Fantastic work culture and benefits that include:
  • 25 days holiday + 8 bank holidays
  • Hybrid working after probation
  • Free on-site parking
Cherry Professional are seeking to appoint an experienced and driven individual to join a thriving business as a Head Of Customer Delivery. You will be responsible for leading all aspects of customer delivery and support across the business. This includes overseeing onboarding and service delivery operations, managing international support teams, and ensuring a seamless and proactive customer journey. You'll be a strategic leader who can drive improvements across delivery and support functions while acting as a key advocate for customersWhat we're looking for:
  • Proven leadership experience in both customer delivery and support functions, ideally within SaaS or tech
  • Strong understanding of customer-centric strategies, onboarding, and support best practices
  • A strategic thinker with strong planning and analytical skills
  • Excellent interpersonal and communication abilities — both with teams and external stakeholders
  • Familiarity with CRM systems, ticketing platforms, and basic technical concepts (HTML/web development)
  • Demonstrated success in improving operational efficiency, customer satisfaction, and team performance
  • A passion for delivering seamless and exceptional customer experiences
The finer elements of the role include:Lead and manage the delivery team, including trainers, project managers, developers, and other stakeholdersDevelop and implement efficient, scalable delivery processes that ensure timely onboarding and product setupAlign delivery operations with company goals, ensuring a joined-up approach across productsMonitor key KPIs (delivery times, SLAs, satisfaction scores) and implement initiatives for continuous improvementWork cross-functionally with Sales, Marketing, Development, and Customer Success to streamline the customer journeyOversee CRM maintenance to ensure accurate data and smooth invoicing processesProvide strategic insights into product development through customer feedbackCustomer SupportOversee customer support operations across multiple products and regionsDevelop support strategies focused on pro activity — identifying and resolving issues before they ariseManage support managers, setting SLAs and KPIs to uphold excellent service standardsEstablish robust processes for ticketing, escalation, and knowledge managementLead the resolution of complex or escalated issues, ensuring swift and empathetic responsesAnalyse feedback and metrics to improve support performance and drive product enhancementsCherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Logo
SonicJobs
Your next career move. Sorted.
Search jobsbackground image

Contact us

© 2017 - 2025 SonicJobs App Ltd. All rights reserved

Terms & Conditions | Privacy Policy | Browse Jobs