At a Glance
- Tasks: Lead a world-class customer support team and drive digital transformation.
- Company: OnBuy, one of the UK's fastest-growing tech companies.
- Benefits: Up to £80,000 salary, company equity, 25 days leave, and career development.
- Other info: Hybrid role with opportunities for growth and a commitment to equality.
- Why this job: Shape meaningful change in a fast-paced, innovative environment.
- Qualifications: Proven leadership in scaling customer operations and strong problem-solving skills.
The predicted salary is between 48000 - 64000 £ per year.
OnBuy is an online marketplace on a mission to be the best choice for every customer, everywhere. We were recently named one of the UK's fastest‐growing tech companies on the Sunday Times 100 Tech list.
Working at OnBuy
We are a team of driven, motivated people who thrive in a fast‐paced environment. Success here means taking charge, owning your responsibilities, and staying focused and ruthless in prioritisation while thriving amid constant change. At OnBuy you are more than a number—your voice can shape meaningful change. You'll grow alongside the company as we evolve.
About the Role
The Head of Customer Response leads a world‐class customer support function that delivers fast, empathetic, and consistent outcomes. The role drives efficiency and continuous improvement through technology, data, and process excellence while protecting and elevating the buyer and seller experience at scale.
Key Responsibilities
- Own customer support strategy across buyers and sellers
- Lead multidisciplinary teams through buyer escalations, seller support queries, and implementation of the Risk Management governance framework
- Ensure consistent resolution quality, tone of voice, and policy adherence
- Operational Transformation
- Lead the evolution of customer support into a proactive, AI‐augmented function
- Architect scalable support systems that reduce manual intervention and improve resolution speed
- Embed automation and predictive analytics into support workflows to eliminate recurring issues
- Deliver performance to SLA and quality standards
- Build and mature operational frameworks, playbooks, and escalation pathways
- Partner with Technology to identify and fix systemic root causes
- Customer Advocacy & Insights
- Act as a champion of the buyer and seller internally, surfacing trends and insights
- Work with Product Owners to feed prioritised improvements into the long‐term roadmap, including AI tools and self‐serve capabilities
- Build quarterly insights and feedback loops across the business anchored in customer feedback
- Team & Culture Leadership
- Coach, empower, and develop leaders and teams
- Set clear goals, rhythms, and operational reporting
- Foster a culture of accountability, learning, and high performance
- Risk & Compliance
- Ensure compliance with platform policies and regulatory obligations
- Manage complex and high‐risk escalations
- Work closely with Risk team to protect customers and brand
Requirements
- Proven leadership in scaling customer operations through digital transformation, preferably in e‐commerce or marketplace environments
- Track record scaling support teams in high‐growth or complex settings
- Experience implementing support tech including CRM systems, automation, and AI tooling
- Strong cross‐functional leadership with Product, Tech, Risk, and Legal
- Customer‐obsessed with strong problem‐solving and operational rigour
- Data‐driven decision making and reporting capability
- Excellent communication, stakeholder influence, and crisis management skills
- Ability to inspire, coach, and develop customer‐focused teams
Benefits
The salary for this role is up to £80,000 depending on experience. We also offer the following benefits:
- Company equity – you own a piece of the business as we grow
- 25 days annual leave + Bank Holidays
- 1 extra day off for your birthday
- Employee Assistance Programme
- Perks at Work benefit platform
- Opportunities for career development and progression
Our Commitment
OnBuy is an equal‐opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.
This role will be hybrid, with working from either our Bournemouth or Manchester offices.
Head of Customer Response ( Digital Transformation) in Manchester employer: OnBuy
OnBuy is an exceptional employer that champions a culture of innovation and accountability, making it an ideal place for the Head of Customer Response to thrive. With a commitment to employee growth, competitive benefits including company equity and generous leave, and a dynamic work environment in Manchester, OnBuy empowers its team members to drive meaningful change while enjoying a fulfilling career in a rapidly evolving tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Response ( Digital Transformation) in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Head of Customer Response. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Customer Response ( Digital Transformation) in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Response role. Highlight your experience in digital transformation and customer operations, showing us how you can lead our support function to new heights.
Showcase Your Leadership Skills:We want to see your leadership style! Share examples of how you've successfully scaled teams and driven change in fast-paced environments. This is your chance to shine a light on your coaching and mentoring abilities.
Be Data-Driven:Since this role involves a lot of data analysis, don’t forget to mention your experience with data-driven decision making. Tell us about the tools you've used and how they’ve helped improve customer experiences in the past.
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’re considered for this exciting opportunity at OnBuy!
How to prepare for a job interview at OnBuy
✨Know Your Customer Response Strategy
Before the interview, dive deep into OnBuy's customer support strategy. Understand how they handle buyer and seller interactions, and think about how you can contribute to enhancing their approach. Be ready to discuss specific strategies you've implemented in the past that align with their goals.
✨Showcase Your Leadership Skills
As a Head of Customer Response, you'll need to demonstrate strong leadership. Prepare examples of how you've successfully led teams through challenges, especially in high-growth environments. Highlight your experience in coaching and developing team members to foster a culture of accountability and high performance.
✨Emphasise Data-Driven Decision Making
OnBuy values data-driven insights, so come prepared with examples of how you've used data to inform decisions in customer operations. Discuss any tools or systems you've implemented that improved efficiency or customer satisfaction, particularly in e-commerce settings.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and crisis management abilities. Think of specific instances where you've navigated complex escalations or implemented tech solutions to enhance customer support. Practising these scenarios will help you articulate your thought process clearly during the interview.
