Job Description

As the Head of Customer Delivery & Support, you will play a critical leadership role in overseeing and optimising the full customer experiencefrom the seamless delivery of our products and services to the ongoing support that ensures long-term customer success.


This role combines strategic oversight and hands-on leadership to deliver exceptional service at every touchpoint of the customer journey. You will lead a diverse and international team of delivery and support professionals, ensuring our operations align with the companys vision and uphold the highest standards of quality and responsiveness.


You will be both a strategic planner and a strong leader, deeply attuned to the needs and expectations of our customers. From order placement and onboarding to issue resolution and process improvement, you will be responsible for the end-to-end customer lifecycle, driving operational excellence and championing a customer-first mindset across all departments.


As a key advocate for our customers, you will ensure their voices are heard, their needs met, and their experiences consistently enhanced.

Responsibilities and Duties:

Lead and manage the customer delivery and support teams, including trainers, project managers, product support managers, web developers, and other relevant stakeholders. Provide coaching, training, and performance management to ensure team growth and alignment with business goals. Coordinate continual improvement initiatives, including train the trainer sessions to share best practices across teams. Develop and implement holistic customer delivery and support strategies to ensure the timely, efficient, and high-quality delivery of products and services. Drive a proactive support culture that anticipates and resolves issues before they impact customers. Align customer delivery and support initiatives with company objectives and evolving market needs. Define, implement, and maintain standardized customer delivery and support processes, including onboarding workflows, SLAs, ticket management, escalation protocols, and knowledge management systems. Monitor and analyse key performance indicators (KPIs), such as delivery timelines, resolution rates, customer satisfaction, and SLA compliance, to drive continuous improvement. Identify and resolve process bottlenecks and pain points to enhance the overall customer experience. Build and maintain strong relationships with key customers, partners, and vendors, acting as a trusted advisor and advocate for their needs. Act as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution. Collaborate with Sales, Marketing, Customer Success, Product, and Development teams to prioritize feature requests, align customer strategies, and improve product offerings based on customer feedback. Ensure a joined-up approach to customer experience across delivery and support touchpoints. Manage and maintain the customer CRM platform to ensure data accuracy, support operational needs, and enable efficient invoicing. Stay informed of industry trends and emerging technologies to enhance customer delivery and support processes. Provide regular updates to senior leadership on customer delivery and support performance, including key metrics, achievements, and strategic initiatives.

Qualifications:

Proven experience in a leadership role overseeing customer delivery and/or support functions, preferably within marketing, technology, property, or SaaS industries. Strong understanding of delivery logistics, support operations, customer service principles, and process optimization. Demonstrated ability to lead technical teams and understand constraints and solutions related to web development and other technical aspects. Excellent leadership, communication, and interpersonal skills, with a track record of building and motivating high-performing teams. Proficiency in analysing data, identifying trends, and making data-driven decisions to improve operational performance. Experience with CRM systems, ticketing platforms, and support tools. A passion for delivering exceptional customer experiences in a fast-paced and dynamic environment.

The successful applicant will receive and have access too:

Hybrid working post probation 60/40 split 25 days holiday plus the 8 bank holidays Perk box Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc. Death in Service Cover Company Sick Pay Bike to Work scheme.

Please note, unfortunately this role does not provide visa sponsorship opportunities.