Director of Customer Experience & Success

Director of Customer Experience & Success

Salary: £100,000 £ 120,000 per annum

Location:

Peterborough – Full-Time, Office-Based
Job Type: Full-Time, Permanent

About Trade Mastermind

Trade Mastermind is a leading UK business education and coaching organisation supporting ambitious business owners to build stronger, more profitable and scalable businesses.

Through our Academy programmes, business mentoring, live training, events and specialist support, we provide business owners with the knowledge, guidance and practical tools they need to achieve meaningful and sustainable growth.

As we continue to grow, we are looking to appoint an experienced Director of Customer Experience & Success to take overall ownership of the experience, engagement and success of our customers.

This is a senior leadership position with a clear purpose: to ensure our clients don't simply complete a programme, but receive exceptional support, remain engaged and achieve measurable results within their businesses.

The Role

We already have a strong ecosystem supporting our customers including structured courses, business mentors, live training, events and ongoing support.

We are now looking for one senior leader to bring these elements together and develop a clear, measurable Customer Success strategy.

As Director of Customer Experience & Success, you will take ownership of the entire participant journey, from onboarding and initial engagement through to ongoing development, retention and long-term success.

You will review how we currently support our clients, identify gaps and opportunities for improvement, and introduce a clear framework for measuring engagement, progress and customer outcomes.

A key priority will be understanding what success actually looks like for Academy members. You will establish meaningful measures that help us identify who is progressing, who is engaging with the support available and, importantly, who may require additional intervention.

A Highly Hands-On Leadership Role

This is not a role that will be managed from behind a desk or through reports alone.

We are looking for someone who wants to be close to our customers.

You will regularly speak directly with Academy members, understand their businesses, listen to their challenges and gain first-hand insight into their experience with Trade Mastermind.

You will also be comfortable personally managing complex or sensitive customer situations when senior-level involvement is needed.

These conversations, combined with customer data and feedback, will enable you to identify patterns and make strategic improvements to the wider Academy experience.

Customer Success Strategy & Measurement

An important part of this appointment will be bringing greater structure and visibility to Customer Success.

You will develop meaningful KPIs around areas such as customer engagement, programme utilisation, progression, satisfaction, retention and measurable business outcomes.

Working closely with our Business Mentors, Trainers and wider leadership team, you will assess the effectiveness of the support we provide and ensure that our courses, mentoring and services work together as one cohesive customer journey.

You will provide the CEO and Executive Leadership Team with clear insight into customer performance, emerging challenges and opportunities to improve the participant experience.

Ultimately, we want to be able to clearly understand how our participants are progressing, what results they are achieving and what we can do to help them become even more successful.

About You

We are looking for an accomplished Customer Experience or Customer Success leader who has previously taken ownership of a significant customer journey and understands how to turn customer insight into measurable…