Head of Customer Services, ICIS (Hybrid)

ICIS; London; On-site; GBP 70,000 - 110,000; Full time

Job summary

A leading company in the commodities market is seeking a Head of Customer Service to lead their global customer-facing teams. This role is pivotal in delivering high-quality customer experiences and requires a strategic leader with a background in customer success and operational excellence.

Qualifications

• Considerable experience in Customer Success, Customer Service, or related roles.
• Experience at a senior or head-of-function level, ideally in SaaS or technology.
• Proven ability to build and lead diverse, distributed teams.

Responsibilities

• Develop and continuously improve a customer service strategy.
• Lead high-performing teams, measuring performance through meaningful KPIs.
• Drive operational efficiency and innovation in customer service processes.

Skills

Customer Success

Customer Service

Leadership

Analytical Skills

Strategic Planning

Agility

Job description

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About the Business

At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate global value chains every day. Our customers benefit from instant access to price assessments, reports, forecasts, a dedicated news channel, and supply and demand data. Learn more at: https://www.icis.com/explore.

About the Role

We are seeking a dynamic, strategic, and customer-focused Head of Customer Service to lead and elevate our global customer-facing teams, including Customer Success, Training, and Customer Support.

This role is critical for delivering a consistent, high-quality customer experience while fostering a high-performance, agile, and proactive culture aligned with evolving customer expectations.

We seek a results-driven leader with operational expertise and strategic vision, capable of driving innovation and continuous improvement across all customer touchpoints.

Responsibilities

Strategic Leadership & High-Performance Team Management

• Develop, adapt, and improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals.
• Inspire and lead high-performing teams by setting clear objectives, measuring performance with meaningful KPIs, and fostering accountability, excellence, and continuous learning.
• Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support), ensuring alignment and collaboration.
• Design and implement tailored customer engagement strategies for our diverse, international customer base, ensuring scalable solutions that deliver value throughout the customer lifecycle.
• Drive a training strategy that supports customer engagement and acts as a growth lever for new prospects and markets.

Operational Excellence & Innovation

• Champion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, especially in self-service capabilities.
• Maintain a robust Customer Success framework to enhance retention, loyalty, and growth, ensuring standardized processes and best practices that deliver measurable impact.
• Achieve performance targets and operational metrics with a focus on customer satisfaction and team productivity.
• Identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.

Cross-Functional Collaboration & Strategic Influence

• Advocate for the customer across the organization, working closely with Product, Sales, Marketing, and Technology to ensure the customer voice informs key decisions and strategic priorities.
• Influence and participate in strategic planning, aligning customer service goals with broader organizational objectives.
• Promote a customer-first mindset throughout the business, contributing to ICIS's positioning as a trusted, customer-led organization.

Requirements

• Extensive experience in Customer Success, Customer Service, or related roles, preferably at a senior or head level, within SaaS or technology sectors.
• Proven success in scaling and transforming customer-facing operations globally.
• Ability to build and lead diverse, distributed teams across multiple customer service disciplines.
• Data-driven decision-making skills, with experience in CRM systems, support platforms, and performance management tools.
• Track record of fostering high-performing cultures, mentoring, coaching, and empowering teams.
• Ability to operate with agility, resilience, and clarity under pressure in a high-growth environment.

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