Head Of Customer Experience

Trade Recruit; Peterborough; On-site; GBP 100,000; Full time

Job summary

A leading educational organization seeks a Head of Customer Experience in Peterborough. You will oversee the customer journey, ensuring support and growth for entrepreneurs. This senior role demands experience in customer success and operations, with a competitive salary package of £100,000+. Join a dynamic environment shaping the future of trades education.

Benefits

Competitive salary

Continuous professional development

Company events

Health & Wellbeing Programme

Modern Office Environment

Free On-Site Parking

Sponsored Development Opportunities

On-Site Gym Access

Canteen with Subsidised Food Options

Company Pension Scheme

Qualifications

• Experience in high-growth education, training, SaaS, or subscription business.
• Ability to inspire and direct managers.
• Understanding of LTV, churn, and CAC dynamics.

Responsibilities

• Build and oversee a world-class onboarding process.
• Lead a responsive, solutions-driven support function.
• Design and execute retention strategies.

Skills

Senior leadership experience in Customer Experience

Proven track record of driving retention

Strong commercial acumen

Exceptional people leadership skills

Comfortable in fast-paced environments

Job description

Overview

Head of Customer Experience

Location: Peterborough (Full-Time, Office-Based)

Salary: £100,000+ package (six-figure role, dependent on experience)

About Us: Trade Mastermind is the UK's fastest-growing education and coaching business for trades and construction entrepreneurs. With 1,000+ active customers enrolled across our 12-month and multi-year academy programs, and hundreds of business owners attending monthly training events, our mission is simple: To transform trades business owners into world-class entrepreneurs. Continue scaling towards our next stage of growth, we are hiring a senior leader to own the entire customer journey from first onboarding call to contract renewal.

The Role

We are looking for a Head of / VP of Customer Experience to sit across all customer-facing functions and take full ownership of retention, customer success, and lifetime value. This is a senior leadership position that will shape the way thousands of trades entrepreneurs experience our academies, training programs, and community. You will be responsible for designing and driving a seamless customer journey, ensuring that every customer has the support, service, and outcomes they need to stay, succeed, and grow with us.

Key Responsibilities

• Onboarding: Build and oversee a world-class onboarding process that sets customers up for success from day one.
• Customer Service: Lead and develop a responsive, solutions-driven support function.
• Customer Account Management (CAM): Ensure every account has proactive touchpoints, coaching, and performance tracking.
• Retention & Renewals: Design and execute retention strategies to reduce churn and maximise contract renewals.
• Upsell Pathways: Work with sales and product teams to create smooth upgrade pathways into Year 2, Year 3, and Alumni programs.
• Customer Metrics: Own customer NPS, retention %, renewal %, upsell %, and overall lifetime value (LTV).
• Cross-Functional Leadership: Partner with Marketing, Sales, Finance, and Operations to align the customer experience with business growth.

About You

• Senior leadership experience in Customer Experience, Customer Success, or Operations within a high-growth education, training, SaaS, or subscription business.
• Proven track record of driving retention, renewals, and upsells at scale.
• Strong commercial acumen with a clear understanding of LTV, churn, and CAC dynamics.
• Exceptional people leadership skills able to inspire and direct managers across onboarding, service, and account management.
• Comfortable operating in a fast-paced entrepreneurial environment.

What We Offer

• Competitive salary: £100,000+ package (six-figure role, dependent on experience)
• Continuous professional development with a clear pathway for progression.
• A fast-paced, entrepreneurial environment with a high-performance culture.
• Opportunity to work with a nationally recognised brand that delivers tangible business results.
• Company Equipment Provided - Everything you need to succeed
• Tailored Training & Development - Aligned with your personal career goals
• Vibrant Company Culture - Join a motivated, passionate and supportive team
• Company Events - Regular team-building and social occasions
• Health & Wellbeing Programme - Designed to support your physical and mental wellbeing
• Modern Office Environment - High-spec facilities designed to foster productivity
• Free On-Site Parking - Convenience for all staff
• Sponsored Development Opportunities - Courses and qualifications funded for your progression
• On-Site Gym Access - Stay active at work
• Canteen with Subsidised Food Options - Fresh, affordable meals and snacks
• Company Pension Scheme - Secure your long-term financial wellbeing

This is a six-figure role at the heart of a business scaling from £10M revenue towards £25M+.

You will play a pivotal part in shaping how thousands of trade entrepreneurs experience our academies and directly impact the growth and valuation of Trade Mastermind