Head of Customer Experience
Location: Peterborough (Full-Time, Office-Based)
Salary: £100,000+ package (six-figure role, dependent on experience)
About Us:
Trade Mastermind is the UK’s fastest-growing education and coaching business for trades and construction entrepreneurs. With 1,000+ active customers enrolled across our 12-month and multi-year academy programs, and hundreds of business owners attending monthly training events, our mission is simple:
To transform trades business owners into world-class entrepreneurs.
continue scaling towards our next stage of growth, we are hiring a senior leader to own the entire customer journey from first onboarding call to contract renewal.
The Role:
We are looking for a Head of / VP of Customer Experience to sit across all customer-facing functions and take full ownership of retention, customer success, and lifetime value.
This is a senior leadership position that will shape the way thousands of trades entrepreneurs experience our academies, training programs, and community.
You will be responsible for designing and driving a seamless customer journey, ensuring that every customer has the support, service, and outcomes they need to stay, succeed, and grow with us.
Key Responsibilities:
* Onboarding: Build and oversee a world-class onboarding process that sets customers up for success from day one.
* Customer Service: Lead and develop a responsive, solutions-driven support function.
* Customer Account Management (CAM): Ensure every account has proactive touchpoints, coaching, and performance tracking.
* Retention & Renewals: Design and execute retention strategies to reduce churn and maximise contract renewals.
* Upsell Pathways: Work with sales and product teams to create smooth upgrade pathways into Year 2, Year 3, and Alumni programs.
* Customer Metrics: Own customer NPS, retention %, renewal %, upsell %, and overall lifetime value (LTV).
* Cross-Functional Leadership: Partner with Marketing, Sales, Finance, and Operations to align the customer experience with business growth.
About You:
* Senior leadership experience in Customer Experience, Customer Success, or Operations within a high-growth education, training, SaaS, or subscription business.
* Proven track record of driving retention, renewals, and upsells at scale.
* Strong commercial acumen with a clear understanding of LTV, churn, and CAC dynamics.
* Exceptional people leadership skills able to inspire and direct managers across onboarding, service, and account management.
* Comfortable operating in a fast-paced entrepreneurial environment.
What We Offer
* Competitive salary: £100,000+ package (six-figure role, dependent on experience)
* Continuous professional development with a clear pathway for progression.
* A fast-paced, entrepreneurial environment with a high-performance culture.
* Opportunity to work with a nationally recognised brand that delivers tangible business results.
* Company Equipment Provided – Everything you need to succeed
* Tailored Training & Development – Aligned with your personal career goals
* Vibrant Company Culture – Join a motivated, passionate and supportive team
* Company Events – Regular team-building and social occasions
* Health & Wellbeing Programme – Designed to support your physical and mental wellbeing
* Modern Office Environment – High-spec facilities designed to foster productivity
* Free On-Site Parking – Convenience for all staff
* Sponsored Development Opportunities – Courses and qualifications funded for your progression
* On-Site Gym Access – Stay active at work
* Canteen with Subsidised Food Options – Fresh, affordable meals and snacks
* Company Pension Scheme – Secure your long-term financial wellbeing
This is a six-figure role at the heart of a business scaling from £10M revenue towards £25M+.
You will play a pivotal part in shaping how thousands of trade entrepreneurs experience our academies and directly impact the growth and valuation of Trade Mastermind