Strategic Customer Success & Resolution Lead

JLA Group; Ripponden; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

EAP & Wellness program

Onsite gym

Pension scheme

Staff discounts hub

Refer a Friend bonus

Job summary

JLA Group is seeking a Customer Relationship Manager to own the customer experience and relationship, acting as the primary contact and guiding complex resolutions across functions. You’ll help strengthen retention, protect cash collection, and translate customer insight into preventative actions.

Join a role that partners with Sales, Credit Control, Care Advisors, Resolution Experts, and Account Managers to deliver professional outcomes and continuous improvement in customer success.

Qualifications

• Proven experience in customer relationship management or complex customer support.
• Strong written and verbal communication skills.
• Ability to coordinate across teams without direct authority.
• Experience in contract-based or regulated environments.
• Commercial awareness and understanding of customer lifecycle value.
• Familiarity with CRM or case management systems.

Responsibilities

• Act as the primary point of contact for customers.
• Own customer communication throughout the resolution journey and manage expectations.
• Coordinate multi-step customer issues across Operations, Finance, Sales and other support functions.
• Lead structured root cause analysis on complex and recurring issues.
• Support renewal, re-sign and wider relationship activity with Area Sales Managers.
• Deliver MyJLA portal walkthroughs and customer education.

Skills

CRM systems

Account management

Complex customer support

Communication skills

Tools

CRM software

Job description

JLA Group is seeking a Customer Relationship Manager to own the customer experience and relationship, acting as the primary contact and guiding complex resolutions across functions. You’ll help strengthen retention, protect cash collection, and translate customer insight into preventative actions.

Join a role that partners with Sales, Credit Control, Care Advisors, Resolution Experts, and Account Managers to deliver professional outcomes and continuous improvement in customer success.