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Head of Customer Experience
Job Posted: 14 hours ago
Salary: £ 100,000 - 100,000 / Annum
Job Type: Permanent
Location: Peterborough, Cambridgeshire
Expire in: a month
Job Description
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 MastermindBefore You Apply
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Looking for your next career move? Join a top company hiring Head of Customer Experience job near me in Peterborough, Cambridgeshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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