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Head of Customer Success
??Location: Near Rogate??Hours: Full-time, 40 hours per week??Reporting to: DirectorAre you a transformational leader passionate about delivering exceptional customer experiences? We're recruiting for a dynamic Head of Customer Success to lead and inspire a team of 20.This is a pivotal role focused on driving excellence, embedding a customer-first culture, and delivering measurable improvements across service quality, responsiveness, and team performance.
Your new role:
- Lead, coach, and inspire a department of 20+.
- Directly manage the Customer Service leadership team.
- Define and execute the customer experience strategy in alignment with business goals.
- Champion a culture of ownership, collaboration, and continuous improvement.
- Drive employee engagement, retention, and development through structured plans.
- Own and optimise service KPIs, SLAs, and response time targets.
- Implement a robust performance framework using data to drive accountability.
- Deliver insightful reporting to senior leadership with clear action plans.
- Oversee end-to-end customer journey improvements and process optimisation.
- Lead strategic initiatives to streamline workflows and scale service delivery.
- Collaborate cross-functionally with Sales, Operations, Procurement, and IT.
- Resolve high-level customer escalations with speed and professionalism.
What you'll need to succeed:
- 5+ years in a senior customer service, support leadership role.
- Proven success in leading and motivating large, multi-function teams.
- Strong track record of delivering against KPIs and driving cultural change.
- Experience managing both reactive support and proactive care functions.
- Confident change agent with transformation program experience.
- Data-driven decision-maker with strong analytical and reporting skills.
- Excellent communication, interpersonal, and conflict resolution abilities.
- Proficient in ERP/CRM systems, Excel, and performance dashboard
About you:
- Passionate about creating outstanding customer experiences.
- Inspirational, hands-on leader with a collaborative style.
- Resilient under pressure with a solutions-focused mindset.
- Skilled at balancing strategic vision with operational execution.
- Embraces accountability, transparency, and team empowerment.
Success in This Role Will Look Like:
- A step-change in customer experience quality and responsiveness.
- A high-performing, motivated team with clear direction and purpose.
- Consistently green KPIs and measurable improvements in SLAs.
- A proactive, data-led culture of continuous improvement.
- Elevated customer satisfaction, retention, and brand reputation.
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