Head of Customer Account

Head of Customer Accounts

Company:
Trade Mastermind

Location:

Orton Southgate, Peterborough
Job Type: Full-time | Permanent

Work Location:

In Person

About Trade Mastermind

Trade Mastermind is the UK’s leading business education and coaching organisation for the construction and trade industry. Founded by BBC Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average of 370–400% growth.

We are proud to have opened our 20,000 sq. ft. 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.

We specialise in helping tradespeople become successful business owners through structured training programmes, mastermind groups, academies and business retreats.

If you are looking for a company where you can grow, thrive and make a real impact, Trade Mastermind offers an exciting and supportive environment.

Relight your passion for wanting to get up every day and make a difference.

Join a team that is shaping the future of the trade and construction industry.

Why Join Trade Mastermind?

Collaborative and supportive team culture

Strong opportunities for career growth

Forward-thinking and innovative company

Ongoing training and development

Competitive benefits package

Commitment to diversity and inclusion

Modern working environment

Meaningful and impactful work

The Role – Head of Customer Accounts

Reporting to:
Chief Executive Officer (CEO)

The Head of Customer Accounts is responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth.

This 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.

Key Responsibilities Customer Journey Management

* Oversee the full customer lifecycle from onboarding through to ongoing support

* Ensure a seamless and high-quality customer experience

* Identify opportunities to improve customer touchpoints and engagement

* Monitor customer interactions and satisfaction levels

Customer Account Management

* Lead the management of all customer accounts

* Ensure key clients receive proactive and personalised service

* Act as the escalation point for complex customer issues

* Resolve customer concerns quickly and professionally

Retention and Growth

* Develop and implement customer retention strategies

* Identify opportunities for account growth and expansion

* Analyse customer data to identify trends and potential churn risks

* Support upselling and cross-selling opportunities

Team Leadership

* Lead and manage the customer account management team

* Set clear goals and performance targets

* Conduct regular performance reviews and coaching sessions

* Improve service delivery and team performance

Cross-Department Collaboration

* Work closely with Sales, Marketing and Product teams

* Ensure the customer experience is consistent across departments

* Collaborate with Finance and Legal teams to ensure compliance and accurate billing

KPIs and Reporting

Define and track customer performance metrics

Monitor retention, satisfaction and account growth

Provide regular reports to senior leadership

Identify operational improvements

Continuous Improvement

Implement best practices in customer account management

Improve customer engagement and service processes

Stay up to date with industry trends and innovations

Requirements

Minimum 5 years experience in Customer Account Management or Operations leadership

Minimum 5 years management experience

Minimum 3 years supervisory experience

Strong leadership and team management skills

Excellent problem-solving abilities

Data-driven decision making skills

Strong organisational and communication skills

Experience managing customer accounts and retention strategies

Ability to lead and motivate teams

Benefits

Competitive salary £75,000 + commission structure

Company pension

Sponsored training and development

Modern office environment

Company equipment provided

Free on-site parking

Health and wellbeing programme

Company events

Apply Now

If you are an experienced leader with a passion for customer excellence and account management, we would love to hear from you.

Apply today and become part of Trade Mastermind’s mission to transform the trade industry