At a Glance
- Tasks: Lead the project delivery team and ensure client projects are delivered successfully.
- Company: Innovative design consultancy known for high-quality project delivery.
- Benefits: Competitive salary, bonus opportunities, and a chance to shape company processes.
- Other info: Join a dynamic team focused on continuous improvement and exceptional service.
- Why this job: Make a real impact in a growing company while enhancing customer experience.
- Qualifications: Experience in project delivery leadership and strong stakeholder management skills.
The predicted salary is between 75000 - 85000 £ per year.
We're partnering with an innovative design and installation consultancy delivering complex, high-quality projects for a range of clients. The business sits at the intersection of design, project management and operational delivery, meaning every project requires close coordination across multiple teams to ensure the end result is delivered to the standard the client expects.
With an established reputation for the quality of its work and a growing pipeline of projects, the business is now looking to strengthen its operational infrastructure and build a delivery function that can scale alongside it. This is an exciting point in the company's growth, with the opportunity for someone to make a real impact on how the business delivers for its clients, while helping to shape the processes, team and standards that will support its next stage.
As Head of Customer Success, you'll take ownership of the end-to-end client delivery function, leading the project delivery team and acting as the senior escalation point for clients when issues arise. You'll be responsible for making sure projects are delivered safely, professionally and profitably, while balancing customer experience with operational efficiency.
Key Duties:
- Lead and develop the project delivery team, creating a high-performing, accountable and customer-focused function
- Take overall responsibility for the successful delivery of client projects, ensuring they are delivered on time, to budget and to the required standard
- Allocate projects and resources effectively to maximise efficiency and service levels
- Act as the senior escalation point for complex client issues, taking ownership through to resolution
- Build strong relationships with key clients and support strategic accounts where required
- Work cross-functionally with Sales, Warehouse Operations and Procurement to improve processes and reduce recurring issues
- Identify opportunities to improve efficiency, resource utilisation, communication and customer satisfaction
- Own the departmental performance scorecard and report regularly to the Leadership Team on delivery, financial and team performance
- Develop scalable systems and processes that strengthen the delivery function and support future growth
- Lead a culture of continuous improvement, operational discipline and exceptional customer service
What the Client Would Like to See:
- Significant experience in a senior client delivery, project delivery or operations leadership role
- Experience managing a multi-project or multi-site delivery function
- Proven experience leading, developing and holding teams accountable
- Strong commercial and financial acumen, including experience with budget ownership
- Excellent stakeholder management skills, with the confidence to work across Sales, Operations and directly with clients
- Someone who is calm and decisive under pressure and comfortable managing difficult client conversations
- A commercially minded approach, with the ability to balance profitability with service quality
What We Would Like to See:
- Experience within a design, installation, project-based or similarly operational environment
- A track record of building structure and process within a growing business
- Experience using performance data and reporting to identify issues and drive improvements
- Someone who is equally comfortable operating strategically and getting into the detail when needed
- Strong Microsoft Office and reporting skills
Start-date: ASAP
Location: London
Salary: £75,000-£85,000 + bonus
At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.
Head of Customer Success employer: Harmonic OperationsTM | Certified B Corp
As a PE-backed consumer SME based in London, our client is committed to investing in both its commercial growth and its people. The company fosters a dynamic work culture that prioritises employee engagement and development, offering exceptional opportunities for career progression and leadership influence. With a focus on building high-performing teams and a supportive environment, this role as Head of People is perfect for those looking to make a meaningful impact in a thriving organisation.
Contact Details:
Harmonic OperationsTM | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harmonic OperationsTM | Certified B Corp. 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 Harmonic OperationsTM | Certified B Corp 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 Success
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 Harmonic OperationsTM | Certified B Corp:Your cover letter is your chance to shine! Tell us why you want to work at Harmonic OperationsTM | Certified B Corp 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 Harmonic OperationsTM | Certified B Corp!
How to prepare for a job interview at Harmonic OperationsTM | Certified B Corp
✨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.
