Head of Customer Success

2 weeks ago

Leeds, Leeds, United Kingdom Marmion Full time £50,000 - £60,000
About Marmion

Marmion is a dynamic and innovative company that is revolutionizing the home services industry through its cutting-edge 24/7 app. Our mission is to provide homeowners with professional and reliable services at any time of the day or night, making us the go-to home service provider.

Job Summary

We are seeking a strategic and results-oriented leader to join our team as Head of Customer Success. As a key member of our senior management team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success team, ensuring that all customers receive top-tier, value-based service and support.

Key Responsibilities
  • Manage Resources Effectively
    • Staffing levels, training, and technology tools to optimize operational performance and ensure the team is fully equipped to provide exceptional customer service.
  • Monitor Performance and Provide Feedback
    • Regular feedback and coaching to ensure continuous improvement.
  • Develop and Implement Operational and Customer Success Processes
    • Analyze customer feedback and data to identify opportunities for improvement and make recommendations to the Senior Leadership Team.
    • Develop and implement customer retention strategies to build long-term value-based relationships.
    • Collaborate with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers.
  • Develop Professional Knowledge and Stay Up-to-Date with Industry Trends
    • Implement new ideas to improve the customer journey.
Requirements
  • Customer Success Experience
    • Within a B2C contact center environment, preferably within the home services sector.
  • Exceptional Leadership Skills
    • A track record of developing high-performing teams.
  • Excellent Communication and Interpersonal Skills
    • An ability to influence and guide a range of internal and external stakeholders.
  • Process Improvement and Performance Management
    • Demonstrable experience of process improvement and performance management.
  • Strategic Thinking and Hands-On Approach
    • A strategic thinker with a hands-on approach to developing and implementing new strategies.
  • Strong Analytical and Problem-Solving Skills
    • An ability to interpret data and develop actionable insights into the customer experience journey.
  • Highly IT Literate
    • Strong knowledge of CRM software and customer service tools.
  • Sound Commercial Awareness
    • A proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty.
  • Continuous Professional and Self-Development
    • Committed to continuous professional and self-development.
  • UK Resident with Unrestricted Right to Work in the UK

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