This job offer is not available in your country.

Head of Customer Delivery and Support

NurturDerby, England, United Kingdom

10 days ago

Job type

Full-time

Job description

Get AI-powered advice on this job and more exclusive features.

As the Head of Customer Delivery & Support, you will play a critical leadership role in overseeing and optimising the full customer experience—from the seamless delivery of our products and services to the ongoing support that ensures long-term customer success.

This role combines strategic oversight and hands-on leadership to deliver exceptional service at every touchpoint of the customer journey. You will lead a diverse and international team of delivery and support professionals, ensuring our operations align with the company’s vision and uphold the highest standards of quality and responsiveness.

You will be both a strategic planner and a strong leader, deeply attuned to the needs and expectations of our customers. From order placement and onboarding to issue resolution and process improvement, you will be responsible for the end-to-end customer lifecycle, driving operational excellence and championing a customer-first mindset across all departments.

As a key advocate for our customers, you will ensure their voices are heard, their needs met, and their experiences consistently enhanced.

Responsibilities And Duties

Lead and manage the customer delivery and support teams, including trainers, project managers, product support managers, web developers, and other relevant stakeholders.
Provide coaching, training, and performance management to ensure team growth and alignment with business goals.
Coordinate continual improvement initiatives, including “train the trainer” sessions to share best practices across teams.
Develop and implement holistic customer delivery and support strategies to ensure the timely, efficient, and high-quality delivery of products and services.
Drive a proactive support culture that anticipates and resolves issues before they impact customers.
Align customer delivery and support initiatives with company objectives and evolving market needs.
Define, implement, and maintain standardized customer delivery and support processes, including onboarding workflows, SLAs, ticket management, escalation protocols, and knowledge management systems.
Monitor and analyse key performance indicators (KPIs), such as delivery timelines, resolution rates, customer satisfaction, and SLA compliance, to drive continuous improvement.
Identify and resolve process bottlenecks and pain points to enhance the overall customer experience.
Build and maintain strong relationships with key customers, partners, and vendors, acting as a trusted advisor and advocate for their needs.
Act as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution.
Collaborate with Sales, Marketing, Customer Success, Product, and Development teams to prioritize feature requests, align customer strategies, and improve product offerings based on customer feedback.
Ensure a joined-up approach to customer experience across delivery and support touchpoints.
Manage and maintain the customer CRM platform to ensure data accuracy, support operational needs, and enable efficient invoicing.
Stay informed of industry trends and emerging technologies to enhance customer delivery and support processes.
Provide regular updates to senior leadership on customer delivery and support performance, including key metrics, achievements, and strategic initiatives.

Qualifications

Proven experience in a leadership role overseeing customer delivery and / or support functions, preferably within marketing, technology, property, or SaaS industries.

Strong understanding of delivery logistics, support operations, customer service principles, and process optimization.

Demonstrated ability to lead technical teams and understand constraints and solutions related to web development and other technical aspects.

Excellent leadership, communication, and interpersonal skills, with a track record of building and motivating high-performing teams.

Proficiency in analysing data, identifying trends, and making data-driven decisions to improve operational performance.

Experience with CRM systems, ticketing platforms, and support tools.

A passion for delivering exceptional customer experiences in a fast-paced and dynamic environment.

The Successful Applicant Will Receive And Have Access Too

Hybrid working post probation 60 / 40 split

25 days holiday plus the 8 bank holidays

Perk box

Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.

Death in Service Cover

Company Sick Pay

Bike to Work scheme.

Please note, unfortunately this role does not provide visa sponsorship opportunities.

Seniority level

Director

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet

Referrals increase your chances of interviewing at Nurtur by 2x

Derby, England, United Kingdom 1 month ago

Cannock Wood, England, United Kingdom 1 month ago

Cannock Wood, England, United Kingdom 5 months ago

Nottingham, England, United Kingdom 1 day ago

Derbyshire, England, United Kingdom 2 weeks ago

Leicester, England, United Kingdom 1 day ago

Cheadle, England, United Kingdom 2 weeks ago

Kegworth, England, United Kingdom 2 weeks ago

Nottingham, England, United Kingdom 1 week ago

Ruddington, England, United Kingdom 3 weeks ago

Nottingham, England, United Kingdom 2 weeks ago

Nottingham, England, United Kingdom 3 days ago

Compliance Review Officer, GET STAFFED ONLINE RECRUITMENT LIMITED

Leicester, England, United Kingdom 2 weeks ago

Nottingham, England, United Kingdom 1 week ago

East Midlands, England, United Kingdom 1 week ago

Nottingham, England, United Kingdom 6 days ago

Nottingham, England, United Kingdom 2 days ago

Accounts Receivable Administrator - 9m FTC

Nottingham, England, United Kingdom 3 weeks ago

Burton Upon Trent, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Create a job alert for this search

Head Of Delivery • Derby, England, United Kingdom