Head of Customer Services, ICIS (Hybrid)

About the Business

At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data.

About the Role

We are seeking a dynamic, strategic, and customer focused Head of Customer Service to lead and elevate our global customer-facing teams including Customer Success, Training, and Customer Support. The role is critical to delivering a consistent, high-quality customer experience while fostering a high-performance culture that is agile, proactive, and aligned with evolving customer expectations. We’re looking for a results-driven leader who combines operational expertise with strategic vision, capable of driving innovation and continuous improvement across all customer touchpoints.

Responsibilities

• Strategic Leadership & High-Performance Team Management
  • Develop, adapt, and continuously improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals.
  • Inspire and lead high-performing teams by setting clear objectives, measuring performance through meaningful KPIs, and fostering a culture of accountability, excellence, and continuous learning.
  • Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support)—ensuring alignment and collaboration across functions.
  • Design and execute tailored customer engagement strategies to serve our diverse, international customer base, ensuring scalable solutions that deliver value at every stage of the customer lifecycle.
  • Drive a training strategy that supports customer engagement while also acting as a growth lever for engaging new prospects and markets.
• Operational Excellence & Innovation
  • Champion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, particularly in self-service capabilities.
  • Maintain a robust Customer Success framework that enhances retention, loyalty, and growth, ensuring standardised processes and best practices that deliver measurable impact.
  • Deliver against performance targets and operational metrics while maintaining a laser focus on improving customer satisfaction and team productivity.
  • Proactively identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.
• Cross-Functional Collaboration & Strategic Influence
  • Serve as a powerful advocate for the customer across the organisation—working closely with Product, Sales, Marketing, and Technology to ensure the customer voice informs key decisions and strategic priorities.
  • Influence and participate in strategic business planning, ensuring customer service goals are fully aligned with broader organisational objectives.
  • Promote and embed a customer-first mindset across all levels of the business, contributing to ICIS’s positioning as a trusted, customer-led organisation.

Requirements

• Considerable experience in Customer Success, Customer Service, or related roles, with some experience at a senior or head-of-function level, ideally within SaaS or technology.
• Demonstrated success in scaling and transforming customer-facing operations for a global customer base.
• Proven ability to build and lead diverse, distributed teams across multiple customer service disciplines.
• A data-driven mindset with strong analytical and decision-making skills, including experience with CRM systems, support platforms, and performance management tools.
• A track record of fostering high-performing cultures, with a passion for mentoring, coaching, and empowering teams to excel.
• Ability to operate with agility, resilience, and clarity under pressure—thriving in a constantly evolving, high-growth environment.

We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form.