Head of Customer Accounts

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 successfl business owners through structured trainingu 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…