Head of Customer Success
Location: Near Rogate
Hours: Full-time, 40 hours per week
Reporting to: Director
Are you a transformational leader passionate about delivering exceptional customer experiences? We're recruiting for a dynamic Head of Customer Success to lead and inspire a team of 20.This is a pivotal role focused on driving excellence, embedding a customer-first culture, and delivering measurable improvements across service quality, responsiveness, and team performance.
Your new role:
* Lead, coach, and inspire a department of 20+.
* Directly manage the Customer Service leadership team.
* Define and execute the customer experience strategy in alignment with business goals.
* Champion a culture of ownership, collaboration, and continuous improvement.
* Drive employee engagement, retention, and development through structured plans.
* Own and optimise service KPIs, SLAs, and response time targets.
* Implement a robust performance framework using data to drive accountability.
* Deliver insightful reporting to senior leadership with clear action plans.
* Oversee end-to-end customer journey improvements and process optimisation.
* Lead strategic initiatives to streamline workflows and scale service delivery.
* Collaborate cross-functionally with Sales, Operations, Procurement, and IT.
* Resolve high-level customer escalations with speed and professionalism.
What you'll need to succeed:
* 5+ years in a senior customer service, support leadership role.
* Proven success in leading and motivating large, multi-function teams.
* Strong track record of delivering against KPIs and driving cultural change.
* Experience managing both reactive support and proactive care functions.
* Confident change agent with transformation program experience.
* Data-driven decision-maker with strong analytical and reporting skills.
* Excellent communication, interpersonal, and conflict resolution abilities.
* Proficient in ERP/CRM systems, Excel, and performance dashboard
About you:
* Passionate about creating outstanding customer experiences.
* Inspirational, hands-on leader with a collaborative style.
* Resilient under pressure with a solutions-focused mindset.
* Skilled at balancing strategic vision with operational execution.
* Embraces accountability, transparency, and team empowerment.
Success in This Role Will Look Like:
* A step-change in customer experience quality and responsiveness.
* A high-performing, motivated team with clear direction and purpose.
* Consistently green KPIs and measurable improvements in SLAs.
* A proactive, data-led culture of continuous improvement.
* Elevated customer satisfaction, retention, and brand reputation.
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