Global Customer Director

Made in Group; West Yorkshire; Híbrido; GBP 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary with a transparent.

Career progression opportunities

Four-day working week

Remote and flexible working

Six weeks of paid annual leave (seven)

Maternity/Paternity leave

Company pension scheme

EV salary sacrifice scheme

Accu Academy for skills development

Bean-to-cup coffee and fresh fruit

Sports and social activities

Descripción de la vacante

Accu is seeking a Global Customer Director to lead and develop customer-facing teams across the company's B2B operations. The role focuses on elevating the end-to-end customer experience in Accu's e-commerce and offline solutions for high-value accounts.

The successful candidate will align strategies with Accu's mission, integrate AI with human expertise, report to the UK MD, and drive growth through proactive account management on a global scale.

Formación

• Values alignment with Accu's values-led culture.
• Demonstrated leadership with strong communication, empathy and adaptability.
• Strong commercial acumen with experience in e-commerce and B2B customer experience improvements.

Responsabilidades

• Oversee and develop global customer-facing teams to improve revenue growth and customer satisfaction.
• Lead proactive account management to increase share of wallet and retention for key B2B customers.
• Integrate AI and human support to deliver fast, high-quality customer experiences.
• Set KPIs, report to the board, and drive investments in systems and technologies.
• Manage escalations and ensure consistent, exceptional customer experiences across touchpoints.

Conocimientos

AI integration mindset

Leadership & team development

Commercial acumen

Descripción del empleo

West Yorkshire, United Kingdom | Posted on 11/04/2026

Accu is seeking a Global Customer Director to join TeamAccu.

Accu is an ambitious, innovative company serving more than 70% of the world's top 100 global manufacturers. The company is on a mission to create the most loved component-buying experience in the world.

Who Is Accu? – An introductory video showcasing the company, its culture and its mission.

Accu is a new kind of component company, supporting engineers, innovators, designers and pioneers who are driving change. By combining cutting-edge technology with passionate people, Accu delivers an award-winning customer experience across the globe. The company is transforming the traditional approach to purchasing components through its commitment to Building Tomorrow .

Accu has achieved an "Excellent" Trustpilot rating and an overall five-star rating on Google, reflecting its dedication to delivering an exceptional customer experience.

The Role

This is a permanent leadership position at the heart of Accu's customer-facing operations. As the company continues its global expansion, enhancing the B2B customer experience remains a key strategic priority.

The Global Customer Director will be responsible for leading and developing Accu's customer-facing teams, which collectively manage customer enquiries, oversee the customer experience across the company's e-commerce operations, and deliver offline and customised sales solutions to high-value B2B accounts.

The successful candidate will focus on strengthening key account relationships and implementing proactive account management strategies to transform satisfied customers into long-term, high-value partners. A key aspect of the role will involve integrating artificial intelligence (AI) and human customer service capabilities to deliver an exceptional customer experience, combining the speed and extensive knowledge of AI agents with the personalised, high-quality and empathetic interactions provided by human specialists.

The Global Customer Director will represent the voice of the customer in board and management meetings, combining a comprehensive understanding of customer needs with strong commercial awareness to identify future growth opportunities.

The position requires a commitment to globally focused customer-centricity and the ability to influence cross-functional teams to achieve outstanding results across every customer touchpoint, driving loyalty, retention, advocacy and sustainable business growth.

Requirements

Key Responsibilities

Team Oversight

The Global Customer Director will directly manage the Head of Customer Solutions and Customer Satisfaction Managers, with indirect responsibility for approximately 25 specialists across account management, engineering applications and customer satisfaction teams.

They will develop and implement appropriate key performance indicators (KPIs) across the teams to ensure alignment with company-wide objectives for revenue growth, profitability and customer satisfaction.

They will report to the board and wider business on progress against strategic objectives, development requirements and potential risks.

They will identify and propose improvements across all stages of the customer journey, developing thoroughly researched, market-leading business cases to support investments in systems and technologies that deliver a strong return on investment.

Growth & Account Management

The successful candidate will lead the development of Accu's B2B key accounts, establishing a proactive account management approach that increases revenue, share of wallet and customer retention among the company's most valuable customers.

They will identify and pursue upselling, cross-selling and tailored solution opportunities, working closely with relevant teams to translate customer insights into measurable commercial outcomes.

They will develop Accu's B2B key account offering to support continued market disruption, leveraging technology to simplify and enhance the component-buying experience in line with the company's vision of becoming the preferred shopping destination for engineers and innovators.

They will establish and monitor clear growth targets for account management and customer development functions, providing coaching and leadership to ensure successful delivery.

They will oversee significant customer escalations and manage team resources effectively to ensure successful resolutions and the delivery of an exceptional customer experience.

Customer Satisfaction

The Global Customer Director will support Customer Satisfaction Managers in managing escalations, implementing process improvements and developing strategies to achieve Accu's Net Promoter Score (NPS) target of 80 or above, while supporting wider team development.

They will provide direct management cover for team leaders and their teams during managers' scheduled days off and annual leave.

They will oversee the company's more than 1,000 monthly NPS responses, ensuring that customer feedback is addressed, service failures are communicated to relevant departments, and improvement opportunities are shared across the wider business.

They will collaborate closely with all departments to ensure a consistent and seamless customer experience, promoting customer-centric practices throughout Accu.

Global Development

The successful candidate will play a direct role in establishing and expanding Accu's international operations, initially focusing on the United States, Australia and the European Union.

They will ensure that appropriate processes, technologies and personnel are in place to maintain consistently high standards of customer experience across international markets.

They will support the scalability of global operations to meet the demands of Accu's ambitious growth plans.

Candidate Profile

The ideal candidate will demonstrate the following qualities, skills and experience:

Values Alignment: Strong alignment with Accu's values-led culture, consistently demonstrating the company's core values of Grow, Serve, Respect, Innovate, Change and Fail in professional interactions and decision-making.

Leadership: A confident and effective leadership style characterised by strong communication, integrity, empathy, accountability and adaptability, with a commitment to empowering both direct reports and the wider TeamAccu workforce.

Commercial Awareness: Strong commercial acumen, a comprehensive understanding of e-commerce business models and a proven ability to increase customer retention and revenue through customer experience improvements and strategic key account engagement.

Adaptability: The ability to thrive in a fast-paced, rapidly growing environment, foster collaboration and communicate organisational change clearly and effectively.

Customer Experience: A strong customer-facing background, supported by a genuine passion for delivering exceptional customer experiences and embedding customer-centric practices across an organisation.

AI and Technology: An early-adopter mindset towards AI technologies, with a solid understanding of how AI can be effectively integrated into customer interactions to enhance service quality and operational efficiency.

The Team and Benefits

Accu has established a self-directed working environment that promotes inclusion, belonging and continuous professional development.

Employees benefit from a comprehensive package that includes:

• Competitive salary with a transparent pay structure.
• Career progression opportunities within a high-growth organisation.
• Four-day working week.
• Remote and flexible working arrangements.
• Six weeks of paid annual leave, increasing to a maximum of seven weeks through a length-of-service bonus.
• Up to six months of paid maternity leave and one month of paid paternity leave.
• Company pension scheme.
• Octopus Electric Dreams electric vehicle salary sacrifice scheme.
• Accu Academy, a dedicated fund supporting employee skills development.
• Bean-to-cup coffee, soft drinks and fresh fruit provided in the office.
• Sports and social activities, including escape rooms, go-karting, food and drink events, and other team-building opportunities.

Location

Working Arrangement: Hybrid.

Employment Type

Full-time, permanent.

Working Days and Hours

Four-day working week, scheduled between Monday and Friday.

34 hours per week.

Working hours: 8:30 am - 5:30 pm.

Reporting Line

The Global Customer Director will report directly to the UK Managing Director.