Head of Operations

Company: Trade Mastermind

Location: Orton Southgate, Peterborough

About Us: The Trade mastermind is the UK’s No 1 training business for trade and construction business owners.

We teach Trades people how to become business people offering a range of training solutions, from our 12 months business academies to our mastermind and retreats.

On average we help businesses grow their sales by 400%.

Why join Trade Mastermind.
Here’s why

Culture of collaboration
Opportunities for growth
Forward thinking company
Employee support
Competitive benefits package
Commitment to Diversity and Inclusion
Impact work

If you’re looking for a company where you can grow, thrive and make a difference, Trade Mastermind is the place for you.

Re light your passion for wanting to get up every day.

Join us and become part of a team that’s shaping the future of our industry and driving success at every turn

Head of Operations

Reports to: Chief Operating Officer (COO) / Managing Director

Job Summary:
The **Head of Operations - Customer Account Management** is responsible for overseeing and enhancing the customer journey from onboarding through to retention, ensuring that existing customer accounts are managed efficiently and effectively. The role focuses on driving operational excellence across the customer lifecycle, improving customer satisfaction, and maximizing client retention. This position requires strong leadership, exceptional problem-solving skills, and the ability to collaborate cross-functionally to ensure that customer needs are met at every stage.

Key Responsibilities:
Customer Journey Oversight:

- Lead and oversee the entire customer journey, from onboarding to post-sales service, ensuring a seamless and high-quality experience.
- Monitor customer touchpoints, identifying opportunities to optimize interactions and improve satisfaction.

Customer Account Management:

- Oversee the management of all customer accounts, ensuring that key clients receive proactive, personalized service.
- Act as a point of escalation for any complex customer issues, resolving conflicts quickly and ensuring customer concerns are addressed.

Retention and Growth Strategies:

- Develop and implement strategies for customer retention and expansion, with a focus on enhancing value for existing clients.
- Analyse customer data to identify trends, potential churn risks, and opportunities for upselling or cross-selling.
- Operations Leadership:

- Lead and manage the operations team responsible for customer support, account management, and service delivery.
- Ensure that team members have clear goals, regular performance reviews, and development opportunities.
- Develop, implement, and refine processes to improve operational efficiency, reduce response times, and ensure consistent service quality.
- Cross-Department Collaboration:

- Work closely with sales, product development, and marketing teams to ensure the customer experience is consistent and aligned with company objectives.
- Collaborate with finance and legal teams to ensure all customer agreements are in compliance and billing is accurate.

KPIs and Reporting:

- Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and account growth.
- Prepare regular reports for senior leadership on customer performance, operational efficiency, and areas for improvement.

Continuous Improvement:

- Stay up to date with industry trends and implement best practices to improve the overall customer experience.
- Lead initiatives to enhance customer engagement and streamline processes.

**Benefits**:
Company equipment

Training Development

Company events

Health and Wellbeing programme

Modern working environment

Free parking

Sponsored further development

On-site gym

Canteen

Company events

Company pension

**Job Types**: Full-time, Permanent

Pay: £75,000.00 per year

Additional pay:

- Commission pay

**Benefits**:

- Canteen
- Company events
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking

Schedule:

- Day shift
- Every weekend
- Monday to Friday

**Experience**:

- Operations management: 5 years (required)
- Leadership: 5 years (required)
- Management: 5 years (required)

Work Location: In person