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Head of Customer Success
Job Posted: 3 days ago
Salary: £ 70,000 - 80,000 / Annum
Job Type: Permanent
Location: Hampshire
Expire in: 25 days
Job Description
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 dashboardAbout 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.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)Before You Apply
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