Are you a results-driven leader with a passion for customer service and operational excellence? We’re looking for a Head of Operations – Customer Account Management to oversee and enhance our customer journey from onboarding through to retention. This role is key to ensuring our clients receive exceptional service and continue to grow with us. Who we are and what we do? At Trade Mastermind, we are the UK’s No.1 training business for trade and construction business owners. We transform tradespeople into business leaders through our range of training programmes, from 12-month business academies to mastermind retreats. On average, we help businesses grow their sales by 400% Key Responsibilities Customer Journey & Account Management Oversee the entire customer journey, ensuring an exceptional experience from onboarding to ongoing support. Monitor customer interactions, identifying ways to enhance satisfaction and loyalty. Manage customer accounts, ensuring top-tier service and acting as a point of escalation for any complex issues. Retention & Growth Strategies Develop and implement strategies to retain and expand our customer base. Analyse customer data to identify trends, churn risks, and growth opportunities. Operational Leadership Lead and manage the Customer Account team, setting clear goals and ensuring high performance. Improve operational efficiency by refining processes and reducing response times. Cross-Department Collaboration Work with sales, marketing, and product teams to ensure a seamless customer experience. Collaborate with finance and legal teams to ensure compliance and accurate billing. KPIs & Performance Monitoring Define and track key performance indicators (KPIs) related to customer satisfaction, retention, and account growth. Provide regular reports to senior leadership on customer performance and operational efficiency. What We’re Looking For 5 years of experience in operations management, leadership, and customer service. Strong knowledge of accounting and customer account management. Highly KPI and target-driven, with a focus on delivering measurable results. Excellent problem-solving skills and the ability to make data-driven decisions. A natural leader, capable of motivating and developing teams. What We Offer Competitive salary commission Opportunities for professional development and sponsored further training A collaborative, forward-thinking culture where innovation is valued Free on-site gym Health & Wellbeing Programme Modern café & free parking If you’re ready to take your career to the next level and want to be part of a business that is shaping the future of the trade industry, Trade Mastermind is the place for you Please note: This is an office-based role in Peterborough