Head of Customer

**HEAD OF CUSTOMER**

**Hours**: Full time 37.5 hours per week
**Contract**:Permanent
**Salary bracket**: £50,000-£60,000
**Annual Leave**: 25 days per annum + bank holidays + time off in lieu for weekend work
**Location**:Office located in SE1, Central London close to Waterloo and Blackfriars

**Benefits**:

- Private Health Care with Vitality
- 8% total pension contribution
- Access to a Wellbeing programme that includes mental health support
- Free LimeLight Sports Club membership
- Two free spaces a year in our LimeLight Sports Club Events
- Access to cycle to work scheme
- Flexi-Friday (lunch time finish) to support employees’ wellbeing
- Hybrid working policy that combines office and remote working.

**Who we are**:

- Join one of the UK’s leading sports marketing agencies
- Work with a team who are passionate about sport and the active world
- Opportunity to manage relationships and experiences for some high-profile brands and partners
- Great learning and development opportunities

We are LimeLight - the sports marketing agency that unlocks the power of participation. We deliver high-energy campaigns and memorable experiences, with measurable results. Helping our clients draw in new audiences and build a deeper sense of trust, confidence and connection.

LimeLight has been a pioneer in participation sport for more than 30 years. Together, we have created some of the world’s biggest and most iconic participation sport experiences. We work with many different partners, brands and audiences on a diverse range of campaigns and projects. We are the leaders in high-energy and unforgettable campaigns with the results to prove it.

In the last 12 months, we have launched a ground-breaking new subscription-based membership programme for the active world - LimeLight Sports Club. It is the first of its kind in the UK and truly puts the Customer at the heart of its proposition through great CX and engagement.

We are excited to be recruiting for a Head of Customer to join our team and oversee the strategy, planning and execution of LimeLight Sports Technologies & Club’s (LST & LSC’s) overall goals for customer growth, retention, and advocacy.

**What you’ll be doing**:
The Head of Customer is leadership role and will be responsible for creating, managing, and executing the customer strategy of the organisation; through their Customer Team and deep understanding of customer analytics they will work collaboratively across the LimeLight
Sports Group (LSG) to create a seamless customer experience across all touchpoints - both digital and In Real Life (IRL)

The Head of Customer continually achieves greater customer satisfaction, enhanced customer experience and engagement - from onboarding customers to driving maximisation of their Lifetime Value to the business. Working with the Marketing Director they will align the
Marketing Team and Customer Teams to outline and execute customer-first philosophies that drive higher customer satisfaction, NPS, customer retention, client KPIs and profitability.

**Primary responsibilities will include**:

- Building, developing, and overseeing a Customer Team that includes Customer

Experience, UX and Customer Engagement to ensure deep domain expertise in customer experience journeys
- Create and drive the customer plan across all touchpoints (digital and IRL) including the LSC membership and subscription platform
- Ensure that the Customer Team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
- Encourage creativity, analytics and innovation in problem-solving, strategic thinking and customer-orientation amongst the team
- Enabling a two-way stream with customer facing teams through - collecting feedback to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger Customer strategy.
- Advocate changes in other departments’ ways of working and collaborate cross functionally with teams to drive change, if required for the improvement of all aspects of the Customer’s interaction with LimeLight’s B2C brands
- Measure and track delivery ROI on identified opportunities to enhance customer experience and ensure retention
- Working with the Head of Data & Information Security, drive a continuous improvement culture across the Customer Team and the wider LSG
- Liaise with directors or heads across LSG to ensure customer-centricity in their respective divisional work and help them deliver in accordance with the overall customer experience strategy.
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
- Working with Head of Data & Information Security, create and implement