Job Description:

Head of Customer Accounts

Company:Trade Mastermind
Location:Orton Southgate, Peterborough
Job Type:Full-time | Permanent
Work Location:In Person

About Trade Mastermind

Trade Mastermind is the UKs leading business education and coaching organisation for the construction and trade industry. Founded by BBC Apprentice winner Joseph Valente, we have supported over5,000 trade business owners, helping them achieve an average of370400% growth.

We are proud to have opened our20,000 sq. ft. Trade Mastermind University Headquarters, the worlds first dedicated university for trades. The state-of-the-art facility includes a300-person event arena, professionalpodcast studios, andCambridgeshires first rooftop business venue.

We specialise in helping tradespeople become successful business owners through structured training programmes, mastermind groups, academies and business retreats.

If you are looking for a company where you can grow, thrive and make a real impact, Trade Mastermind 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)

TheHead of Customer Accountsis responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth.

This senior leadership role focuses oncustomer satisfaction, account performance, and long-term client relationships.The successful candidate will lead the customer account management and support teams while ensuring a seamless 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

• Minimum5 years experiencein Customer Account Management or Operations leadership
• Minimum5 years management experience
• Minimum3 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

Apply Now

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 ofTrade Masterminds mission to transform the trade industry.

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