Head of Customer Accounts
Company: Trade Mastermind
Location: Orton Southgate, Peterborough
Job Type: Full‑time | Permanent | 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 #removed#% 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.
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)
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
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.
