Head of Customer Success in Gloucester

ADEY, the market leader in the provision of residential water treatment products for closed loop heating and cooling systems in the UK, is looking for a Head of Customer Success to join the team. Part of the Genuit Groups’ Climate Management Solutions (CMS) business unit, ADEY has ambitious growth plans to continue protecting the world's heating and cooling systems, to have a positive impact on the environment and people's lives.

The Head of Customer Success will lead and develop customer-facing operations across Adey and Surestop, including Customer Services Teams and Order Fulfilment Teams. This role is responsible for creating and executing a unified strategy that ensures outstanding customer service for installers and a seamless customer journey for merchants across all trading markets. The successful candidate will champion a customer-first culture, drive operational excellence, and deliver measurable improvements in customer satisfaction and loyalty.

We’d love someone who thrives in an office environment and enjoys being part of the day‑to‑day energy of the team. While there is flexibility when needed, this role is at its best when you’re on site, fully involved in the work and collaborating closely with colleagues. Being in the office means you’ll have immediate access to support, faster decision‑making, and plenty of opportunities to learn, grow, and make an impact.

• Leadership & Team Management: Lead, coach, and develop Customer Services and Order Fulfilment teams across both brands. Foster a high-performance culture focused on collaboration, accountability, and continuous improvement.
• Customer Experience Strategy: Design and implement a comprehensive customer success strategy for Adey and Surestop, aligned with business objectives. Define and optimise the customer journey for installers and merchants across all trading markets.
• Operational Excellence: Oversee order fulfilment processes to ensure accuracy, efficiency, and timely delivery across both brands. Implement best practices and technology solutions to streamline operations and enhance service quality.
• Stakeholder Engagement: Collaborate with Sales, Marketing, and Product teams to ensure a consistent and positive customer experience. Act as the voice of the customer within the organisation, influencing product development and service improvements.
• Performance & Reporting: Establish KPIs for customer service and fulfilment teams, including response times, order accuracy, and satisfaction scores. Monitor performance metrics and provide regular reports to senior leadership. Drive initiatives to improve processes, reduce friction, and enhance customer loyalty. Stay informed on industry trends and emerging technologies to maintain a competitive edge.

Proven experience in a senior customer success or customer service leadership role, ideally within B2B or trade environments. Strong understanding of customer journey mapping and service design. Competent in all Microsoft Office programs; Word, Excel/Outlook. Experience with CRM systems and order management platforms. Excellent leadership, communication, and stakeholder management skills. Commercial awareness and ability to align customer success strategy with business goals. Able to listen carefully and assimilate information quickly. Able to ask clarifying questions and provide accurate information. Able to remain calm in pressurised circumstances and able to deal with difficult situations. Analytical mindset with ability to interpret data and drive decisions. Excellent communication/ negotiation skills (face to face, telephone, written). Ability to prioritise work under pressure.