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For Companies At a Glance
- Tasks: Lead and inspire a team to enhance customer experience and marketing strategies.
- Company: Dynamic company focused on customer-first values and innovation.
- Benefits: Company car, bi-annual retention bonus, and generous annual leave.
- Why this job: Make a real impact by shaping strategy and driving excellence in customer support.
- Qualifications: Proven leadership in customer support and marketing with strong commercial acumen.
- Other info: Join a collaborative environment that values teamwork and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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Head of Customer Support & Marketing
Full Time, Monday to Friday (On-Site only)
Based at Head Office, Wigan
We\’re seeking an inspiring and people-focused leader to shape the future of our customer experience, marketing, and commercial support functions. Leading a dedicated and talented team within our centralised Customer Support Centre, you\’ll play a key role in driving service excellence, customer satisfaction, and sustainable commercial growth. You\’ll set the strategic direction for customer service and marketing across the business, ensuring our support, internal sales, and marketing teams work together seamlessly to deliver an outstanding experience for our customers. This is a fantastic opportunity to make a real difference – championing collaboration, developing people, and helping us continue to grow as a customer-first organisation.
Benefits
- Bi-Annual retention bonus
- Company Car / Car Allowance
- 24 days annual leave plus an additional day at 2 years service, 5 years service and 10 years service
- Health & Travel Insurance Cover
- Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
- Group life assurance 3 x basic salary
- Company Pension
- Access to the Ainscough Advantage (People Value) benefits platform
Key Responsibilities
- Provide leadership and strategic direction for the Customer Support Centre, Internal sales, Marketing, and Commercial Support functions (c.24 FTEs). Reviewing and implementing customer support centre & marketing strategies, plans and processes.
- Carryout 1-2-1 performance & development reviews with direct reports and ensuring objectives are set and achieved. Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate
- Lead customer experience initiatives, embedding customer journey mapping, complaint handling, and satisfaction measurement (NPS, CSAT, CX, CES).
- Formalise, embed and audit agreed performance SLA\’s for response times, efficiency, accuracy and quality. (core KPI\’s), ensuring all relevant communications, records and data are updated and recorded in line with agreed processes. Recording statistics and performance levels of the Customer Support Team and preparing reports for Sales Director.
- Create, support and deliver continuous improvement initiatives within the team.
- Liaising with Area Operations/Planning Managers/Depot managers and hire desk controllers to gather information and resolve issues.
- Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.
- Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.
- To contribute to the recruitment, induction and training of customer Support team members based on the criteria agreed by senior management.
- Support Regional Sales Managers with the induction of new Area Sales Managers
- Support CS technology programmes as required, including roll and training needs
- Act as a member of the Senior Leadership Team, working in partnership with Executive colleagues to deliver business objectives.
- Oversee the Commercial Support function, ensuring accurate pricing for large crane projects and effective management of agreed pricing structures within the ERP system (MSD365 Finance & Operations).
- Oversee all marketing activities including content creation and approval. Working with stakeholders to develop and deliver strategic marketing plans, ensuring campaigns align with wider sales and business objectives.
- Ensure the marketing plan is updated, carrying out twice monthly reviews with the marketing team & a monthly review with the sales directors.
- Manage departmental budgets, forecasting, and KPI delivery across support, internal sales, and marketing functions.
Person Specification
- Proven leadership of multi-functional teams within customer support, inbound sales, telemarketing, and marketing.
- Strong track record of delivering customer satisfaction improvements and embedding customer-first culture.
- Commercial experience in pricing strategy, sales planning, and marketing campaign alignment.
- Strategic marketing experience, including digital, communications, and ROI analysis.
- Budget management
- Strong commercial acumen with ability to influence at executive level.
- Excellent leadership, coaching, and team development skills.
- Advanced analytical and reporting capability with CRM and ERP systems.
- Highly organised and able to manage multiple projects simultaneously.
- Strong communication, presentation, and relationship-building skills.
- Ability to lead change and embed cultural and operational improvements.
- Excellent problem-solving skills
Performance Measurement
- Achievement of departmental KPIs across service, sales, and marketing.
- Customer satisfaction and complaint resolution performance.
- Marketing campaign effectiveness and lead generation ROI.
- Employee engagement, retention, and team development.
If you\’re a collaborative leader with a passion for people, customers, and continuous improvement, we\’d love to hear from you. This role offers the opportunity to make a genuine impact – shaping strategy, developing teams, and driving excellence across our customer and marketing functions. Join us and be part of a business that values innovation, teamwork, and delivering exceptional service every time.
Benefits: Company Car / Allowance & Retention Bonus
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Head of Customer Support & Marketing employer: Ainscough Crane Hire
Contact Detail:
Ainscough Crane Hire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support & Marketing
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values, especially around customer support and marketing strategies.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will help you articulate your thoughts clearly and confidently when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Support & Marketing
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Support & Marketing role. Highlight your leadership experience and how you've driven customer satisfaction in previous roles. We want to see how you can bring your unique skills to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible, like improvements in customer satisfaction scores or successful marketing campaigns. This helps us see the value you can bring to StudySmarter.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who is not only qualified but also a great fit for our culture. Share your passion for customer service and marketing, and how you’ve fostered collaboration in your past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Ainscough Crane Hire
✨Know Your Stuff
Before the interview, dive deep into the company’s customer support and marketing strategies. Familiarise yourself with their current initiatives and think about how your experience aligns with their goals. This will show that you’re genuinely interested and ready to contribute.
✨Showcase Your Leadership Skills
As a Head of Customer Support & Marketing, your leadership style is crucial. Prepare examples of how you've successfully led teams, driven customer satisfaction, and implemented strategic changes. Be ready to discuss specific challenges you faced and how you overcame them.
✨Emphasise Collaboration
This role requires seamless teamwork across various functions. Highlight your experience in fostering collaboration between departments. Share stories that demonstrate your ability to work with sales, marketing, and support teams to achieve common objectives.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think of situations where you had to handle customer complaints or lead a marketing campaign. Outline your thought process and the outcomes to illustrate your capabilities.