At a Glance
- Tasks: Lead and develop customer strategies to enhance satisfaction and retention.
- Company: Ambitious tech business focused on customer experience.
- Benefits: Salary up to £55,000 plus benefits and growth opportunities.
- Other info: Collaborative role with excellent career advancement potential.
- Why this job: Make a real impact in shaping customer experiences and driving business growth.
- Qualifications: Proven leadership in Customer Success or Experience, ideally in tech.
The predicted salary is between 55000 - 55000 £ per year.
We are recruiting on behalf of an ambitious and growing technology business for an experienced Head of Customer to lead and develop their customer function. This is an excellent opportunity for a customer‑focused leader to shape the overall customer strategy, improve customer retention and satisfaction, and create a best‑in‑class customer experience across the entire customer lifecycle.
Reporting into the senior leadership team and managing a team of five, you will take ownership of the Customer Success, Customer Support and Onboarding functions. You'll play a pivotal role in ensuring customers achieve maximum value from the company's solutions, whilst identifying opportunities to strengthen relationships, improve engagement and support long‑term business growth.
The Role
As Head of Customer, you'll be responsible for developing and delivering the overall customer strategy, ensuring every stage of the customer journey is seamless—from implementation and onboarding through to renewal, retention and account growth. You’ll lead the Customer Success and Support teams, creating a high‑performing, customer‑centric culture through coaching, development and clear performance objectives. You'll introduce best practice processes, customer success frameworks and performance metrics that enable the team to deliver consistently excellent service.
A key focus of the role will be improving customer retention and engagement. You'll proactively monitor customer health, identify risks, manage escalations and implement strategies that increase adoption, satisfaction and long‑term loyalty. Working closely with customers, you'll ensure they realise value quickly and continue to maximise the benefits of the company's products and services.
You’ll also oversee the onboarding experience, ensuring new customers and partners receive a structured, efficient implementation that delivers a smooth transition from sales through to successful adoption. By collaborating with internal teams, you'll help reduce friction and improve time‑to‑value for every customer.
Working alongside the Sales team, you'll identify opportunities to expand existing customer relationships through upselling and cross‑selling, whilst supporting customer advocacy initiatives, case studies and reference programmes that strengthen the company's reputation.
This is a highly collaborative leadership role where you'll work closely with Product, Marketing, Operations and Sales, providing valuable customer insight that influences future product development, service improvements and wider business strategy.
Alongside the strategic aspects of the role, you'll drive operational excellence by implementing reporting dashboards, customer health scoring, KPIs and continuous improvement initiatives that enable data‑driven decision making and scalable growth.
About You
We're looking for an experienced customer leader with a proven track record of leading Customer Success, Customer Experience or Customer Operations teams, ideally within a SaaS, technology or subscription‑based environment.
You Will Have
- Experience developing customer strategies that improve retention, engagement and customer satisfaction.
- Strong leadership skills with the ability to coach, motivate and develop high‑performing teams.
- A commercial mindset with experience supporting customer growth through account expansion and long‑term relationship management.
- Excellent stakeholder management and communication skills, with the ability to build strong relationships across all levels of the business.
- A data‑driven approach, using customer insights, KPIs and reporting to inform decisions and drive continuous improvement.
- A passion for delivering exceptional customer experiences within a fast‑paced, growing organisation.
If you're an experienced customer leader looking to make a real impact within an innovative and expanding business, we'd love to hear from you.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cento. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cento before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cento:Your cover letter is your chance to shine! Tell us why you want to work at Cento specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cento!
How to prepare for a job interview at Cento
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
