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
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 - Head of Customer Accounts Reporting to: Chief Executive Officer (CEO)
- 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
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Head of Customer Accounts in Peterborough employer: Trade Mastermind Ltd
Trade Mastermind Ltd is an excellent employer, offering a vibrant work culture in Peterborough that fosters creativity and collaboration. With a strong focus on employee growth, we provide ample opportunities for professional development and skill enhancement, ensuring that our team members thrive in their roles. Join us to be part of a dynamic environment where your contributions directly impact the success of exciting events and client experiences.
