Senior Manager, Customer Success Leader (Hybrid)

AQA; Manchester; Hybrid; GBP 57,000 - 65,000; Full time

Benefits offered by this job

35-hour week

Hybrid working

25 days annual leave (30 with service)

Pension contributions

BUPA healthcare

Wellbeing programmes

Volunteering opportunities

On-site gym access

Job summary

AQA in Manchester is seeking a Senior Manager Customer Success to lead around 50 permanent colleagues plus up to 100 seasonal staff during peak periods, delivering exceptional service to schools, colleges and learners nationwide.

You will shape customer strategy, empower leaders, manage performance and budgets, and partner with senior stakeholders to drive continuous improvement within a hybrid work environment.

Qualifications

• Experience leading sizeable customer service teams through layers of management.
• Proven ability to develop managers and leadership capability.
• Experience managing performance, service delivery, budgets and workforce planning.

Responsibilities

• Leading and developing a large customer-facing operation through a team of leaders and managers.
• Creating a high-performing, engaged and supportive culture where people can do their best work.
• Providing visible leadership and direction during routine operations and peak periods.
• Managing operational performance, service standards, budgets and workforce plans.
• Supporting and developing managers to lead confidently and effectively.
• Building strong relationships with senior leaders and influencing across organisational boundaries.
• Leading change initiatives and helping teams navigate ambiguity with confidence.
• Identifying opportunities to improve customer outcomes and operational effectiveness.
• Contributing to the wider Customer Success strategy and future direction of the function.

Skills

Leadership

People management

Customer success

Budget management

Change management

Stakeholder engagement

Job description

AQA in Manchester is seeking a Senior Manager Customer Success to lead around 50 permanent colleagues plus up to 100 seasonal staff during peak periods, delivering exceptional service to schools, colleges and learners nationwide.

You will shape customer strategy, empower leaders, manage performance and budgets, and partner with senior stakeholders to drive continuous improvement within a hybrid work environment.