Head of Customer Response ( Digital Transformation)
OnBuy Bournemouth, England, United Kingdom
OnBuy are an online marketplace on a mission of being the best choice for every customer, everywhere.
We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.
Working at OnBuy: We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.
About the Role: Head of Customer Response ( Digital Transformation) is responsible for leading a world‑class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence.
Key Responsibilities
* Own customer support strategy across buyers and sellers
* Lead multi‑disciplinary teams across buyer escalations, seller support queries and implementation of our Risk Management governance framework
* Ensure consistent resolution quality, tone of voice and policy adherence
* Lead the evolution of customer support into a proactive, AI‑augmented function
* Architect scalable support systems that reduce manual intervention and improve resolution speed
* Embed automation and predictive analytics into support workflows to eliminate recurring issues
* Deliver performance to SLA and quality standards
* Build and mature operational frameworks, playbooks and escalation pathways
* Partner with Technology to identify and fix systemic root causes
* Act as a champion of the buyer and the seller internally, surfacing trends and insights
* Work with Product Owners to feed prioritised improvements into our longer‑term roadmap, including AI tools and self‑serve capabilities
* Build quarterly insights and feedback loops across business anchored in customer feedback
* Coach, empower and develop leaders and teams
* Set clear goals, rhythms and operational reporting
* Foster a culture of accountability, learning and high performance
* Ensure compliance with platform policies and regulatory obligations
* Manage complex and high‑risk escalations
* Work closely with Risk team to protect customers and brand
Requirements
* Proven leadership in scaling customer operations through digital transformation, preferably eCommerce or marketplace
* Track record scaling support teams in high‑growth or complex environments
* Experience implementing support tech including CRM systems, automation and AI tooling
* Strong cross‑functional leadership with Product, Tech, Risk and Legal
* Customer obsessed with strong problem solving and operational rigour
* Data‑driven decision making and reporting capability
* Excellent communication, stakeholder influence and crisis management
* Ability to inspire, coach and develop customer‑focused teams
Benefits: The salary on offer for this role is up to £80,000 depending on experience. We also offer company equity, 25 days annual leave + Bank Holidays, 1 extra day off for your Birthday, Employee Assistance Programme, perks at Work benefit platform, opportunities for career development and progression.
Our Commitment: OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
This role will be Hybrid working from either our Bournemouth or Manchester Offices.
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