Head of Customer Experience & Partnerships

Impact Group; Highbridge; On-site; GBP 70,000 - 95,000; Full time

Job summary

Event Cup Solutions Ltd is seeking a Head of Customer Services to lead the Customer Services function and deliver a first-class customer experience across the journey. You will be a visible, hands-on leader driving relationships, account management, and service excellence for key strategic clients.

Your role will shape customer retention, satisfaction, and growth through proactive communication, regular reviews, and a customer-centric culture across the business.

Qualifications

• Proven experience managing key customer accounts and developing long-term relationships.
• Experience leading and developing internal customer service teams.
• Strong face-to-face relationship-building and stakeholder management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strong commercial awareness with a focus on customer retention and growth.
• Highly organised with planning and problem-solving capabilities.

Responsibilities

• Build and maintain strong relationships with key customer stakeholders through meetings and site visits.
• Escalation point and trusted advisor for key accounts with responsive service.
• Manage end-to-end customer accounts from onboarding to renewal and retention.
• Conduct regular account review meetings to evaluate service performance and opportunities.
• Identify process improvements to enhance efficiency and satisfaction.
• Prepare and analyse customer service reports for senior management.
• Contribute to customer retention strategies and commercial planning.
• Oversee day-to-day operation of the Customer Services function and team performance.
• Lead, coach, and develop the Customer Services team with clear standards.
• Foster accountability, collaboration, and continuous improvement.

Skills

Key account management

Leadership

Customer service

Relationship management

Communication

Strategic planning

Tools

CRM systems

Excel

Job description

Event Cup Solutions Ltd is seeking a Head of Customer Services to lead the Customer Services function and deliver a first-class customer experience across the journey. You will be a visible, hands-on leader driving relationships, account management, and service excellence for key strategic clients.

Your role will shape customer retention, satisfaction, and growth through proactive communication, regular reviews, and a customer-centric culture across the business.