Head of Customer Delivery and Support

As the Head of Customer Delivery & Support, you will play a critical leadership role in overseeing and optimising the full customer experience from 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 company's 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 to:

• 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.