Head of Retail Location: Carlisle Type: Permanent, Full-Time Salary: up to £60,000, depending on experience We are working with a growing and forward-thinking organisation to recruit a Head of Retail. As the business continues to expand its customer base, this role will lead and develop a high-performing retail and customer operations function. This is a senior leadership role responsible for overseeing the full customer journey, ensuring a consistent, efficient, and high-quality service across billing, customer support, and account management. You will play a key role in shaping systems, processes, and operational delivery within a business that is continuing to scale. The role would suit someone who enjoys solving operational challenges, improving customer outcomes, and building effective teams within a developing environment. Key responsibilities • Lead the day-to-day operation of the retail function supporting a growing customer base • Hold responsibility for the performance and financial management of the retail business line • Oversee billing, customer account management and administration processes • Manage customer contact channels, including phone, email and digital platforms • Deliver effective revenue management including account monitoring and collections processes • Monitor KPIs across the customer lifecycle and implement improvement plans • Ensure customer issues and complaints are handled effectively and consistently • Drive improvements in customer satisfaction and service performance • Ensure compliance with relevant regulatory and industry requirements • Oversee reporting, audits and engagement with external bodies where required • Manage external service providers and ensure service standards are met • Review supplier performance and drive continuous improvement initiatives • Oversee CRM and customer management systems, identifying opportunities to improve efficiency • Build and lead a high-performing team with clear accountability and development pathways • Promote a strong customer-focused culture across the organisation About you • Experience working within customer or retail operations, ideally in a regulated environment • Strong understanding of billing, customer account management and revenue processes • Proven experience leading teams and driving operational performance • Ability to interpret regulatory or compliance requirements and apply them in practice • Experience improving systems, processes or customer journeys • Comfortable working with CRM or customer management platforms • Strong analytical skills with the ability to use data and KPIs to inform decisions • Excellent communication skills with the ability to engage across teams and stakeholders • A proactive, hands-on approach with a focus on delivering practical solutions Why apply? • Salary up to £60,000 depending on experience • Discretionary bonus based on individual and business performance • 25 days holiday plus bank holidays, with option to buy or sell additional days • Pension scheme • Private healthcare • Additional benefits, including well-being support and development opportunities • Opportunity to shape and lead a growing function within an expanding business If this sounds like the right opportunity for you, apply today or contact NXT Recruitment for a confidential discussion. NXT Recruitment Limited acts as an employment agency for permanent recruitment. By applying for this role your details will be submitted to NXT Recruitment. Our Privacy Policy can be viewed on our website.