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Head Of Customer Success
Bristol
£40,000.00 per year
0117 971 3553
bristol@minstercleaning.co.uk
Further Info:
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Further Information
Monday to Friday
Reporting into the managing Director, the Head of Customer Success will lead and manage the Area Manager & Supervisor team, ensuring our clients achieve their desired outcomes. This role involves developing strategies to increase customer satisfaction, retention, and growth.
The ideal candidate is a proactive leader with good knowledge of commercial cleaning, will possess exceptional communication skills, and have a customer-centric approach. Additionally, the role encompasses overseeing the customer onboarding process to ensure a seamless and efficient experience for all new clients
What you'll be doing:
Leadership & Management
- Lead, mentor, and develop the Area Manager team to achieve company goals and individual career growth.
- Foster a customer-centric culture within the team and across the organisation.
- Collaborate with other colleagues to ensure a cohesive approach to customer success ie Finance, H&S etc
Customer Engagement & Retention
- Develop and implement strategies to increase customer satisfaction, loyalty, and retention.
- Act as the primary escalation point for high-level customer issues and work to resolve them efficiently.
- Monitor customer health metrics and proactively address potential attrition risks.
Strategic Planning & Execution
- Develop and execute the customer success strategy, aligning it with the company’s overall business objectives.
- Establish clear metrics and KPIs to measure the success of the customer success initiatives.
- Continuously improve processes and tools to enhance team efficiency and customer experience.
Onboarding
- Develop and manage a comprehensive onboarding program to ensure new customers are effectively integrated.
- Collaborate with Sales to ensure a smooth handoff of new customers from sales to onboarding.
- Track and analyse onboarding success metrics to identify areas for improvement and ensure customers are set up for long-term success.
Customer Advocacy & Feedback
- Serve as the voice of the customer within the company, advocating for their needs and feedback in product development and company strategy.
- Develop and maintain strong relationships with key customers, understanding their business needs and helping them achieve their goals.
Data Analysis & Reporting
- Analyse customer data to identify trends, insights, and areas for improvement.
- Prepare and present regular reports on customer success metrics and initiatives to the Managing Director.
Benefits
- Salary of £40.000 per annum
- Quarterly Bonus of up to 20% Salary per annum, based on achievement of kpi’s
- 25 days holiday (excl. bank holidays),
- Company pension scheme
- Learning and development budget
- Flexible Working
bristol@minstercleaning.co.uk
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