This is an exciting opportunity to join a successful, people-focused organisation with a strong reputation for quality and service.

  • Established, multi-brand business with excellent reputation and values-led culture
  • Based West of the M5. Visibility in the office essential
  • Newly created leadership role shaping service and customer excellence strategy
  • Key focus on operational performance, customer insight, and digital innovation
  • Opportunity to make a real impact in a growing, ambitious organisation

The business has ambitious growth plans and continues to evolve its customer operations to deliver best-in-class service across multiple brands and routes to market.

As Head of Customer Success, you will take ownership of the end-to-end service strategy, ensuring that every customer interaction is seamless, data-led, and aligned with the organisation’s values of Customer First, Care, Accountability, Teamwork, and Positivity.

You will lead the customer success and service teams to deliver operational excellence, proactive issue resolution, and digital transformation. Using data and insight, you will identify opportunities for improvement, efficiency, and customer loyalty — helping position customer success as a key driver of business growth.

Working cross-functionally, you will ensure customer feedback informs decision-making across all departments. You will also play a key role in adopting new technologies, automation, and AI to enhance scalability and service delivery.

Suitable candidates will have proven success in customer experience leadership, service strategy, and digital transformation, ideally within a multi-brand or multi-channel business. Strong analytical, communication, and people leadership skills are essential, along with a passion for driving continuous improvement and building high-performing teams.

 

To apply send your CV to ethan@wilsonbrook.com