Head of Customer Accounts
Company: Trade Mastermind
Location: Orton Southgate, Peterborough
Job Type: Full-time | Permanent
Work Location: In Person
About Trade Mastermind
Trade Mastermind is the UK’s leading business education and coaching organisation for the construction and trade industry. Founded by BBC Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average of 370–400% growth.
We are proud to have opened our 20,000 sq. ft. Trade Mastermind University Headquarters, the world’s first dedicated university for trades. The state-of-the-art facility includes a 300‑person event arena, professional podcast studios, and Cambridgeshire’s first rooftop business venue.
We specialise in helping tradespeople become successful business owners through structured training programmes, mastermind groups, academies and business retreats.
If you are looking for a company where you can grow, thrive and make a real impact, Trade Mastermind offers an exciting and supportive environment.
Relight your passion for wanting to get up every day and make a difference.
Join a team that is shaping the future of the trade and construction industry.
Why Join Trade Mastermind?
Collaborative and supportive team culture
Strong opportunities for career growth
Forward-thinking and innovative company
Ongoing training and development
Competitive benefits package
Commitment to diversity and inclusion
Modern working environment
Meaningful and impactful work
The Role – Head of Customer Accounts
Reporting to: Chief Executive Officer (CEO)
The Head of Customer Accounts is responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth.
This senior leadership role focuses on customer satisfaction, account performance, and long-term client relationships. The successful candidate will lead the customer account management and support teams while ensuring a seamless and high-quality experience for all clients.
Key Responsibilities Customer Journey Management
* Oversee the full customer lifecycle from onboarding through to ongoing support
* Ensure a seamless and high-quality customer experience
* Identify opportunities to improve customer touchpoints and engagement
* Monitor customer interactions and satisfaction levels
Customer Account Management
* Lead the management of all customer accounts
* Ensure key clients receive proactive and personalised service
* Act as the escalation point for complex customer issues
* Resolve customer concerns quickly and professionally
Retention and Growth
* Develop and implement customer retention strategies
* Identify opportunities for account growth and expansion
* Analyse customer data to identify trends and potential churn risks
* Support upselling and cross-selling opportunities
Team Leadership
* Lead and manage the customer account management team
* Set clear goals and performance targets
* Conduct regular performance reviews and coaching sessions
* Improve service delivery and team performance
Cross-Department Collaboration
* Work closely with Sales, Marketing and Product teams
* Ensure the customer experience is consistent across departments
* Collaborate with Finance and Legal teams to ensure compliance and accurate billing
KPIs and Reporting
Define and track customer performance metrics
Monitor retention, satisfaction and account growth
Provide regular reports to senior leadership
Identify operational improvements
Continuous Improvement
Implement best practices in customer account management
Improve customer engagement and service processes
Stay up to date with industry trends and innovations
Requirements
Minimum 5 years experience in Customer Account Management or Operations leadership
Minimum 5 years management experience
Minimum 3 years supervisory experience
Strong leadership and team management skills
Excellent problem-solving abilities
Data-driven decision making skills
Strong organisational and communication skills
Experience managing customer accounts and retention strategies
Ability to lead and motivate teams
Benefits
Competitive salary £75,000 + commission structure
Company pension
Sponsored training and development
Modern office environment
Company equipment provided
Free on-site parking
Health and wellbeing programme
Company events
Apply Now
If you are an experienced leader with a passion for customer excellence and account management, we would love to hear from you.
Apply today and become part of Trade Mastermind’s mission to transform the trade industry