VP of Customer Service Operations
VP of Customer Service Operations Manchester
£100,000 Basic + Performance Bonus (circa £15,000)
Managing 4 Global Department Heads
Reporting directly to the Chief Commercial Officer
I'm recruiting for a VP of Customer Service Operations role with a growing international technology business that supports over 20,000 customers across 11 countries.
Whilst this role has responsibility for multiple operational functions, the largest and most significant area is Customer Support/Customer Service. The support function currently represents the biggest team within the remit and is expected to continue growing as the business scales (circa 45 heads currently)
Because of that, I believe this could be a particularly interesting opportunity for a Head of Customer Service/leader looking to take the next step into a broader operational leadership role.
The successful person will oversee four global functions covering Customer Support, Retentions, Production and B2B Operations, all of which play a key role in customer onboarding, customer experience, customer retention and long-term revenue growth.
The business is in a strong position. Customer numbers continue to grow, operational performance is healthy and there are no major fires to fight. They are not looking for someone to come in and create layers of process or unnecessary bureaucracy.
Instead, they're looking for someone who can scale what already works, improve collaboration between departments and continue enhancing the customer experience as the business grows.
Current Operational Environment • Supporting 20,000 customers across 11 countries
- Handling approximately 6,000 inbound customer enquiries per week
- Global support operation with local market representation
- Current contact mix of 70% live chat, 15% phone and 15% email
- Zendesk support environment
- Around 400 new customers are onboarded every month
- Production output growing at approximately 30% year-on-year
- Strong SLA performance across operational functions
- Full autonomy to redesign retention strategy and customer lifecycle processes
- Responsibility for customer communications and engagement activity across the customer base
- Oversight of customer-facing operational services and fulfilment functions
- Creating alignment across Support, Retentions, Production and B2B Operations
- Scaling operational functions as customer numbers continue to grow
- Driving improvements in customer experience and customer satisfaction
- Developing and enhancing customer support strategy
- Improving service delivery, operational performance and efficiency
- Identifying opportunities to streamline customer journeys
- Building a more proactive retention function
- Reducing customer churn and improving customer lifetime value
- Using data and insight to drive operational decision-making
- Ensuring departments work collaboratively towards common business goals
- Supporting the business through continued international growth
- Introducing structure and best practice without reducing agility
- Head of Customer Support
- Head of Customer Service
- Director of Customer Operations
- Director of Customer Experience
- Head of Customer Success Operations
- Senior Operations Director
- VP of Customer Operations
You'll be commercially aware, customer-focused and comfortable operating through managers rather than directly managing large frontline teams.
Most importantly, you'll understand how to scale customer operations whilst maintaining a positive customer experience and strong business performance.
This is a rare opportunity to step into a broad operational leadership role where customer support sits firmly at the heart of the business and where you'll have genuine influence over how the organisation evolves over the coming years and have a clear career development path to C suite.
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