Head of Customer Account

Trade Mastermind University Headquarters, the world’s first dedicated university for trades. The state-of-the-art facility includes a 300‑person event arena, professional podcast studios, and Cambridgeshire’s first rooftop business venue.\n\nWe specialise in helping tradespeople become successful business owners through structured training programmes, mastermind groups, academies and business retreats.\n\nIf you are looking for a company where you can grow, thrive and make a real impact, Trade Mastermind offers an exciting and supportive environment.\n\nRelight your passion for wanting to get up every day and make a difference.\n\nJoin a team that is shaping the future of the trade and construction industry.\n\nWhy Join Trade Mastermind?\n\nCollaborative and supportive team culture\n\nStrong opportunities for career growth\n\nForward-thinking and innovative company\n\nOngoing training and development\n\nCompetitive benefits package\n\nCommitment to diversity and inclusion\n\nModern working environment\n\nMeaningful and impactful work\n\nThe Role – Head of Customer Accounts\n\nReporting to: Chief Executive Officer (CEO)\n\nThe Head of Customer Accounts is responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth.\n\nThis senior leadership role focuses on customer satisfaction, account performance, and long-term client relationships. The successful candidate will lead the customer account management and support teams while ensuring a seamless and high-quality experience for all clients.\n\nKey Responsibilities Customer Journey Management\n\n * Oversee the full customer lifecycle from onboarding through to ongoing support\n\n * Ensure a seamless and high-quality customer experience\n\n * Identify opportunities to improve customer touchpoints and engagement\n\n * Monitor customer interactions and satisfaction levels\n\nCustomer Account Management\n\n * Lead the management of all customer accounts\n\n * Ensure key clients receive proactive and personalised service\n\n * Act as the escalation point for complex customer issues\n\n * Resolve customer concerns quickly and professionally\n\nRetention and Growth\n\n * Develop and implement customer retention strategies\n\n * Identify opportunities for account growth and expansion\n\n * Analyse customer data to identify trends and potential churn risks\n\n * Support upselling and cross-selling opportunities\n\nTeam Leadership\n\n * Lead and manage the customer account management team\n\n * Set clear goals and performance targets\n\n * Conduct regular performance reviews and coaching sessions\n\n * Improve service delivery and team performance\n\nCross-Department Collaboration\n\n * Work closely with Sales, Marketing and Product teams\n\n * Ensure the customer experience is consistent across departments\n\n * Collaborate with Finance and Legal teams to ensure compliance and accurate billing\n\nKPIs and Reporting\n\nDefine and track customer performance metrics\n\nMonitor retention, satisfaction and account growth\n\nProvide regular reports to senior leadership\n\nIdentify operational improvements\n\nContinuous Improvement\n\nImplement best practices in customer account management\n\nImprove customer engagement and service processes\n\nStay up to date with industry trends and innovations\n\nRequirements\n\nMinimum 5 years experience in Customer Account Management or Operations leadership\n\nMinimum 5 years management experience\n\nMinimum 3 years supervisory experience\n\nStrong leadership and team management skills\n\nExcellent problem-solving abilities\n\nData-driven decision making skills\n\nStrong organisational and communication skills\n\nExperience managing customer accounts and retention strategies\n\nAbility to lead and motivate teams\n\nBenefits\n\nCompetitive salary £75,000 + commission structure\n\nCompany pension\n\nSponsored training and development\n\nModern office environment\n\nCompany equipment provided\n\nFree on-site parking\n\nHealth and wellbeing programme\n\nCompany events\n\nApply Now\n\nIf you are an experienced leader with a passion for customer excellence and account management, we would love to hear from you.\n\nApply today and become part of Trade Mastermind’s mission to transform the trade industry