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- Tasks: Lead customer account management and enhance the entire customer journey.
- Company: Join Trade Mastermind, the UK's top business education organisation for trades.
- Benefits: Competitive salary, pension, training, modern office, and health programmes.
- Why this job: Make a real impact in the trade industry while growing your career.
- Qualifications: 5+ years in customer account management and strong leadership skills.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 75000 - 75000 £ per year.
Location: Orton Southgate, Peterborough
Job Type: Full-time | Permanent
Work Location: In Person
About Trade Mastermind
Trade Mastermind is the UK's leading business education and coaching organisation for the construction and trade industry. Founded by BBC Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average of 370-400% growth. We are proud to have opened our 20,000 sq. ft. Trade Mastermind University Headquarters, the world's first dedicated university for trades. The state-of-the-art facility includes a 300-person event arena, professional podcast studios, and Cambridgeshire's first rooftop business venue. We specialise in helping tradespeople become successful business owners through structured training programmes, mastermind groups, academies and business retreats.
If you are looking for a company where you can grow, thrive and make a real impact, Trade Mastermind offers an exciting and supportive environment. Relight your passion for wanting to get up every day and make a difference. Join a team that is shaping the future of the trade and construction industry.
Why Join Trade Mastermind?
- Collaborative and supportive team culture
- Strong opportunities for career growth
- Forward-thinking and innovative company
- Ongoing training and development
- Competitive benefits package
- Commitment to diversity and inclusion
- Modern working environment
- Meaningful and impactful work
The Role
The Head of Customer Accounts is responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth. This senior leadership role focuses on customer satisfaction, account performance, and long-term client relationships. The successful candidate will lead the customer account management and support teams while ensuring a seamless and high-quality experience for all clients.
Key Responsibilities
- Customer Journey Management
- Oversee the full customer lifecycle from onboarding through to ongoing support
- Ensure a seamless and high-quality customer experience
- Identify opportunities to improve customer touchpoints and engagement
- Monitor customer interactions and satisfaction levels
- Customer Account Management
- Lead the management of all customer accounts
- Ensure key clients receive proactive and personalised service
- Act as the escalation point for complex customer issues
- Resolve customer concerns quickly and professionally
- Retention and Growth
- Develop and implement customer retention strategies
- Identify opportunities for account growth and expansion
- Analyse customer data to identify trends and potential churn risks
- Support upselling and cross-selling opportunities
- Team Leadership
- Lead and manage the customer account management team
- Set clear goals and performance targets
- Conduct regular performance reviews and coaching sessions
- Improve service delivery and team performance
- Cross-Department Collaboration
- Work closely with Sales, Marketing and Product teams
- Ensure the customer experience is consistent across departments
- Collaborate with Finance and Legal teams to ensure compliance and accurate billing
- KPIs and Reporting
- Define and track customer performance metrics
- Monitor retention, satisfaction and account growth
- Provide regular reports to senior leadership
- Identify operational improvements
- Continuous Improvement
- Implement best practices in customer account management
- Improve customer engagement and service processes
- Stay up to date with industry trends and innovations
Requirements
- Minimum 5 years experience in Customer Account Management or Operations leadership
- Minimum 5 years management experience
- Minimum 3 years supervisory experience
- Strong leadership and team management skills
- Excellent problem-solving abilities
- Data-driven decision making skills
- Strong organisational and communication skills
- Experience managing customer accounts and retention strategies
- Ability to lead and motivate teams
Benefits
- Competitive salary £75,000 + commission structure
- Company pension
- Sponsored training and development
- Modern office environment
- Company equipment provided
- Free on-site parking
- Health and wellbeing programme
- Company events
Apply Now
If you are an experienced leader with a passion for customer excellence and account management, we would love to hear from you. Apply today and become part of Trade Mastermind's mission to transform the trade industry.
Head of Customer Accout in Cambridge employer: The Trade Group Ltd
Contact Detail:
The Trade Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Accout in Cambridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the trade and construction industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to potential colleagues or mentors. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Trade Mastermind and understanding their mission. Think about how your experience aligns with their goals, especially in customer account management. Practice common interview questions and come armed with examples of how you've improved customer satisfaction in the past.
✨Tip Number 3
Follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from your conversation to remind them of your fit for the Head of Customer Accounts position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Trade Mastermind team. Let’s get you that dream job!
We think you need these skills to ace Head of Customer Accout in Cambridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Accounts role. Highlight your experience in customer account management and leadership, showing how you can enhance the customer journey at Trade Mastermind.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use data and examples to illustrate how you've improved customer satisfaction or driven account growth.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your qualifications. Share your passion for customer excellence and how you align with our mission at Trade Mastermind.
Apply Through Our Website: For the best chance of success, apply directly through our website. This ensures your application gets to the right people and shows your enthusiasm for joining our team at Trade Mastermind.
How to prepare for a job interview at The Trade Group Ltd
✨Know the Company Inside Out
Before your interview, make sure you research Trade Mastermind thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer-Centric Questions
As the Head of Customer Accounts, you'll need to demonstrate your expertise in customer journey management. Prepare specific examples from your past experiences where you've successfully improved customer satisfaction or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities, so be ready to discuss your management style and how you've motivated teams in the past. Think of instances where you've set clear goals, conducted performance reviews, or implemented training programmes that led to team success.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company's future plans, how they measure customer satisfaction, or what challenges the customer account management team currently faces. This shows your strategic thinking and eagerness to contribute.