Head of Customer Service – MBM Executives Ltd
A fast-growing, purpose-led travel company on a mission to deliver unforgettable holidays across the globe. With over 30,000 customers a year and teams in the UK, US, and Germany, our client recently became a certified B Corp—a major step in their journey toward sustainable, values-driven growth.
They are now hiring a Head of Customer Service to lead a global team (20+), shape a future-ready, insight-driven service function, and scale a world-class customer experience.
Responsibilities
* Define and deliver the global Customer Service strategy
* Lead transformation across UK, US & Germany
* Drive customer retention, satisfaction, and review scores
* Implement CRM, AI and automation tools to improve efficiency
* Build and support a scalable, high-performing team
* Launch a “follow-the-sun” global service model
* Embed data, KPIs, and continuous improvement
Qualifications
* Experience leading large, multilingual service teams
* Proven success scaling in fast-growth, digital or travel businesses
* Hands-on with CRM platforms (Zendesk, HubSpot) and automation
* Strategic thinker with strong analytical skills
* Empathetic, action-oriented, and comfortable with change
Bonus if you have
* Travel or adventure sector experience preferred, but open to leisure or ecommerce sector
* Worked across UK, US and EU markets
Job details
* Location: Glasgow, Scotland, United Kingdom
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Leisure, Travel & Tourism, Travel Arrangements, and Hospitality
Apply now or drop me a message to chat.
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