Head of Customer Service
Have I successfully led a customer service function in FMCG or wholesale, delivering results in a demanding, fast-paced environment?
Can I demonstrate at least two years of senior-level experience as a Head of Customer Service (or equivalent), with proven impact on both strategy and day-to-day operations?
Am I confident operating in a changing, sometimes turbulent environment, where adaptability and resilience are critical to success?
MacGregor Black are partnering with a
Leading FMCG Manufacturing Business
in their search for a Head of Customer Service on a
6-month fixed-term contract,
based in
Greater London
.
This is a fantastic opportunity to join a dynamic and fast-paced organisation in the FMCG space, during a period of change and transformation.
As
Head of Customer Service,
you will take full ownership of the customer service function, ensuring the delivery of an exceptional customer experience across wholesale, retail, and e-commerce channels. You will lead and develop the customer service team, build scalable processes, and act as a key link between customers and internal departments.
This role requires a proven leader who thrives in a changing and fast-moving environment, with the ability to balance strategy and hands-on leadership.
Key Responsibilities
* Lead, manage, and develop the customer service team to deliver outstanding service across all customer touchpoints.
* Implement and optimise customer service processes, ensuring efficiency, responsiveness, and scalability.
* Act as the voice of the customer across the business, working closely with commercial, supply chain, operations, and marketing teams.
* Oversee customer relationships across wholesale and key accounts, ensuring service excellence and commercial alignment.
* Use data and reporting to track performance (CSAT, response times, order accuracy, complaints) and drive continuous improvement.
* Manage escalations effectively, safeguarding customer relationships and brand reputation.
* Champion a customer-first culture during a period of organisational change and transformation.
* Identify opportunities for process automation, technology improvements, and service innovation.
What are we looking for?
* Minimum 2 years' experience as Head of Customer Service (or equivalent senior leadership role).
* Strong background in FMCG and wholesale environments.
* Proven track record of leading customer service teams in fast-paced, changing, or turbulent environments.
* Commercially astute with experience in balancing service delivery with business objectives.
* Excellent communication and stakeholder management skills, able to influence at all levels.
* Data-driven with the ability to analyse performance metrics and translate into actionable improvements.
* Hands-on, pragmatic, and adaptable — comfortable operating both strategically and operationally.
What's on Offer
* 6-month fixed-term contract.
* Opportunity to join a well-known FMCG business during a period of transformation.
* Exposure to a dynamic environment with the chance to make a significant impact.
Please contact
Alice Redmond
for more information today.