As Head of Customer Care, you will lead the development and delivery of Movianto's Customer Care strategy, playing a key role in driving sustainable commercial growth, customer retention, and service excellence. You will combine strategic vision with hands-on leadership, inspiring a high-performing Customer Care function. This is a full-time, Monday to Friday role (37.5 hours per week), offering a competitive salary of up to £75,000 per annum, dependent on experience. Be nefits Discounted gym memberships/onsite gym membership 33 days annual leave (including bank holidays) Holiday Purchase scheme Eligibillity for Bonus Scheme Flexible pay through Wagestream Life Assurance 5% Employer Pension Contribution Access to Simply Health 24/7 GP, physiotherapy and counselling through our EAP service Cycle to Work scheme Access to MyRewards, a benefits platform Who we are Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries. Purpose of the role As a senior manager within the Commercial function, the Head of Customer Care acts as a senior escalation point for client queries, provides actionable customer insight to executive leadership, and champions a client-first culture across the organisation. How you'll make an impact as Head of Customer Care at Movianto: Strategic Leadership and Governance Own and evolve Movianto's Customer Care strategy, operating model, and performance framework aligned to commercial objectives. Act as the senior escalation point for complex or high-impact customer issues. Partner with Commercial leadership to drive customer retention, renewals, and account growth through proactive, insight-led service management. Translate customer feedback, complaints, and service performance data into actionable commercial insight. Define, track, and improve key service metrics including CSAT, NPS, SLAs, response and resolution times. Technology and Capability Enablement Own and optimise the Customer Care technology landscape, including Salesforce Service Cloud, contact centre/VOIP solutions, omnichannel platforms, and analytics tools such as Power BI. Contribute to the Customer Care technology roadmap, ensuring systems are effectively leveraged to improve customer experience, productivity, and insight. Drive process automation, digital transformation, and continuous improvement initiatives. People Leadership and Development Lead and develop high-performing Customer Care teams, building leadership capability through coaching, succession planning, and targeted development. Collaborate cross-functionally with Sales, Operations, IT, Quality, and other stakeholders to align Customer Care delivery with business objectives. Ensure compliance with contractual SLAs, regulatory requirements, internal policies, and quality standards. Oversee effective onboarding and training. What it will take to thrive as Head of Customer Care at Movianto: Strong track record of delivering measurable improvements in customer satisfaction, loyalty, and service performance using data and insight. Experience owning and optimising Customer Care technologies, service metrics (CSAT, NPS, KPIs), and executive-level reporting. Commercially astute, with the ability to link customer experience to retention, growth, and financial outcomes. Excellent communicator and influencer, with experience driving process improvement, automation.