Our client is seeking a strategic, operational and customer-centric leader to join their senior management team as Head of Customer Success.
Key Details
- Leeds - Office Based
- £50,000 - £60,000 per annum, dependent on experience
- 30 days holiday (increasing by one day per year of service, up to 35 days) + Bank Holidays + Work Anniversary Day Off
- Share Options
- Additional Benefits as the business starts to scale
The Role
The successful candidate will be responsible for overseeing and optimising the day-to-day aspects of the customer success team, ensuring that all customers receive top-tier, value-based service and support. Reporting to the board and taking a strategic approach to developing and implementing customer success strategies, you will lead, manage and mentor a team of customer success professionals whilst ensuring customer satisfaction, retention and growth.
This is a unique opportunity to play a key role in a growing start-up organisation, led by a passionate entrepreneur who has successfully founded and scaled two very successful tech businesses in Leeds. Grasping this rare opportunity at such an early stage will be best suited to a dynamic individual with vision and determination to succeed.
Your key responsibilities will include:
- Managing resources effectively, including staffing levels, training and technology tools to optimise operational performance and to ensure the team are fully equipped with the skills to provide exceptional customer service.
- Monitoring performance and providing regular feedback and coaching to ensure continuous improvement.
- Develop and implement efficient operational and customer success processes to maximise productivity and achieve business targets.
- Analysing customer feedback and data to identify opportunities for improvements to make recommendations to the Senior Leadership Team.
- Developing and implementing customer retention strategies with the aim of building long-term value-based relationships.
- Collaborating with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers.
- Continuously developing your professional knowledge and keeping up to date with industry trends, thereafter, implementing new ideas to improve the customer journey.
Key Skills & Experience
- Customer Success experience within a B2C contact centre environment, preferably within the home services sector.
- Exceptional leadership skills, with a track record of developing high-performing teams.
- Excellent communication and interpersonal skills with an ability to influence and guide a range of internal and external stakeholders.
- Demonstrable experience of process improvement and performance management.
- A strategic thinker with a hands-on approach to developing and implementing new strategies.
- Strong analytical and problem-solving skills, with an ability to interpret data and develop actionable insights into the customer experience journey.
- Highly IT literate, with strong knowledge of CRM software and customer service tools.
- Sound commercial awareness.
- A proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty.
- Committed to continuous professional and self-development.
- UK resident with an unrestricted right to work in the UK.
Our Client
Our client is a dynamic start-up with the aim of revolutionising home services through its 24/7 app, designed to cater to all home-related needs. Whether it's emergency repairs, expert advice on home improvements, or routine maintenance, they are dedicated to ensuring that homeowners receive professional and reliable services at any time of the day or night. Their vision is to become the go-to home service provider, where every homeowner not only loves their service but also recommends it to friends and family, establishing the company as the top choice for home concierge services.
Led by a successful Leeds-based entrepreneur, this is a very exciting opportunity to join the business at the start of its journey and to play an important role in its growth to success.
If you are a strategic and results-oriented leader with a proven track record, please submit your CV. To discuss the opportunity further, please contact Matt Pallister using the details on our website: wearemarmion.com
Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.