At a Glance
- Tasks: Lead and elevate global customer-facing teams to enhance customer experience.
- Company: Join LNRS Data Services Ltd, a forward-thinking tech company in London.
- Benefits: Enjoy hybrid work options, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: Experience in Customer Success or Service at a senior level, ideally in SaaS.
- Other info: We promote a fair hiring process and welcome applicants with disabilities.
The predicted salary is between 43200 - 72000 £ per year.
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Head of Customer Services, ICIS (Hybrid), London
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Client:
LNRS Data Services Ltd Company
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
5cc70dcefeb7
Job Views:
4
Posted:
29.06.2025
Expiry Date:
13.08.2025
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Job Description:
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 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 or please contact 1-855-833-5120.
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Head of Customer Services, ICIS (Hybrid) employer: LNRS Data Services Ltd Company
Contact Detail:
LNRS Data Services Ltd Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services, ICIS (Hybrid)
✨Tip Number 1
Familiarise yourself with the latest trends in customer service, especially in SaaS and technology sectors. Understanding how AI and automation are shaping customer interactions can give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in customer service leadership roles. Engaging with industry peers can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven operational excellence in previous roles. Highlighting your experience with KPIs and performance metrics will demonstrate your data-driven mindset and strategic approach.
✨Tip Number 4
Showcase your ability to foster a high-performance culture by sharing stories of team development and success. Emphasising your mentoring and coaching experiences can set you apart as a candidate who values team growth.
We think you need these skills to ace Head of Customer Services, ICIS (Hybrid)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership roles. Use specific examples that demonstrate your ability to lead teams, drive innovation, and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strategic vision for customer service. Discuss how your past experiences align with the responsibilities of the Head of Customer Services role and how you can contribute to the company's goals.
Highlight Relevant Skills: Emphasise skills that are crucial for this position, such as operational excellence, team management, and data-driven decision-making. Mention any experience with CRM systems or AI-enabled tools that could enhance customer service.
Showcase Leadership Experience: Provide examples of how you've successfully led diverse teams and implemented customer engagement strategies. Highlight any achievements that demonstrate your ability to foster a high-performance culture and drive results.
How to prepare for a job interview at LNRS Data Services Ltd Company
✨Showcase Your Strategic Vision
As a Head of Customer Services, it's crucial to demonstrate your ability to develop and implement a forward-looking customer service strategy. Be prepared to discuss specific examples of how you've adapted strategies in response to changing customer needs and market trends.
✨Highlight Team Leadership Skills
This role requires inspiring and leading high-performing teams. Share your experiences in setting clear objectives, measuring performance through KPIs, and fostering a culture of accountability and continuous learning within your teams.
✨Emphasise Operational Excellence
Discuss your experience with streamlining processes and implementing automation in customer service. Be ready to provide examples of how you've used AI-enabled tools to enhance self-service capabilities and improve overall operational efficiency.
✨Demonstrate Cross-Functional Collaboration
The ability to advocate for the customer across various departments is key. Prepare to talk about how you've worked closely with Product, Sales, Marketing, and Technology teams to ensure that customer feedback informs strategic decisions and priorities.