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…