Head of Delivery (m/f/d)

Project A Services GmbH & Co. KG; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

Une entreprise dynamique recherche un Head of Delivery à Londres, chargé de diriger l'expérience client et de développer des stratégies d'intégration. Le rôle implique de travailler avec des équipes et des dirigeants pour améliorer les systèmes et les processus, tout en développant des initiatives de succès client. Vous profiterez d'un environnement de travail stimulant avec des opportunités d'apprentissage et de croissance.

Benefits

Salaire compétitif et package d'équité

Investissement dans la formation

Support pour l'aménagement du télétravail

Équipe de direction dédiée

Offsites trimestriels et événements d'entreprise

Qualifications

• Expérience prouvée dans la gestion d'équipes de service client dans un environnement numérique.
• Expertise dans la conception de parcours d'intégration et de modèles de support.
• Compétences en gestion des données et métriques de succès.
• Sens de l ownership, esprit systématique et respect des délais.

Responsibilities

• Diriger une équipe croissante avec structure et clarté.
• Collaborer avec le VP des opérations sur le recrutement de rôles stratégiques.
• Améliorer l'expérience d'intégration des clients avec des matériaux éducatifs ciblés.
• Développer des processus de support évolutifs avec des objectifs clairs.

Skills

Communication

Data Fluency

Customer Engagement

Leadership

Proactivity

Job description

About the Job

We’re looking for an experienced Head of Delivery (m/f/d) to join one of our clients and lead its Customer Service strategies.

In your day-to-day work, you’ll focus on streamlining our customer onboarding journeys, working on team leadership, customer experience, and success initiatives. You’ll have the chance to get hands-on with projects that shape onboarding, support, and reporting systems.

Our client is at the forefront of building a global sales, marketing, and distribution system for the flexible workspace industry. With cutting-edge technology and impressive growth numbers, you'll work on solving some of the toughest challenges in tech, data, and scale to benefit millions of professionals worldwide.

In this role, you’ll:

• Lead a growing team with structure, care, and clarity – setting goals, conducting 1:1s, and performance reviews
• Collaborate with the VP of Operations on headcount planning and hiring strategic roles
• Shape, deliver, and continuously enhance the customer onboarding experience with targeted educational materials
• Build strong relationships with senior client stakeholders to ensure our roadmap aligns with their business goals
• Oversee customer success by creating repeatable systems for clear, consistent value reporting and renewals
• Develop and implement scalable support processes with responsive triage, clear escalation routes, and strict SLA targets
• Lead qualitative and quantitative research to stay connected to customer and operator needs
• Work closely with Product teams to suggest platform improvements based on direct customer feedback

Your Profile

• Proven experience in leading customer service or support teams in a fast-growth tech or digital media environment
• Demonstrated expertise in designing onboarding journeys, support models, and reporting frameworks
• Strong data fluency with a solid grasp of acquisition and success metrics
• Excellent communication skills with a clear, human, and robust approach to customer engagement
• Experience in support, account management, and customer strategy is highly valued
• Proactive and results-driven with a strong sense of ownership when something needs doing, you do it
• A systems mindset, with high standards and structured delivery
• Strong interpersonal instincts where you build rapport quickly and earn trust
• Excellent communication skills in English are required

Please note that we are looking for support in the London office of our portfolio company. Eligibility to work within the UK is required as well.

Benefits and Perks

• Competitive salary and equity package
• Investment in training – your first month will be dedicated to a specialised course along with a plan for future development
• Support for your home working setup to boost productivity and comfort
• A proven management and leadership team dedicated to rapidly advancing your career
• Quarterly offsites, monthly team nights out, and annual international company events to keep the team spirit high

Apply below and become a part of our success story!

Our Commitment to Diversity and Inclusion

Project A is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.