Head of Customer Service – MBM Executives LtdA fast-growing, purpose-led travel company on a mission to deliver unforgettable holidays across the globe. With over 30,000 customers a year and teams in the UK, US, and Germany, our client recently became a

certified B Corp —a major step in their journey toward sustainable, values-driven growth.

They are now hiring a

Head of Customer Service

to lead a global team (20+), shape a future-ready, insight-driven service function, and scale a world-class customer experience.

Responsibilities

Define and deliver the global Customer Service strategy

Lead transformation across UK, US and Germany

Drive customer retention, satisfaction, and review scores

Implement CRM, AI and automation tools to improve efficiency

Build and support a scalable, high-performing team

Launch a “follow-the-sun” global service model

Embed data, KPIs, and continuous improvement

Qualifications

Experience leading large, multilingual service teams

Proven success scaling in fast-growth, digital or travel businesses

Hands-on with CRM platforms (Zendesk, HubSpot) and automation

Strategic thinker with strong analytical skills

Empathetic, action-oriented, and comfortable with change

Bonus if you have

Travel or adventure sector experience preferred, but open to leisure or ecommerce sector

Worked across UK, US and EU markets

Job details

Location: Glasgow, Scotland, United Kingdom

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Leisure, Travel and Tourism, Travel Arrangements, and Hospitality

Apply now or drop me a message to chat.

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