Are 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 or customer success 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 programme 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 dashboards.

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.

#J-18808-Ljbffr