Head of Customer Success - Focus Search and Selection : Job Details

Head of Customer Success

A leading provider of currency transfer solutions is seeking a Head of Customer Success to lead its customer-facing operations and drive service excellence across all touchpoints. This is a senior leadership opportunity within a well-established and high-growth financial services business that places customer experience at the heart of its operations.

The Role

As Head of Customer Success, you will be responsible for developing and executing a customer success strategy that enhances service performance, supports client retention, and ensures operational efficiency. You will lead a team of managers and frontline staff, overseeing contact centre performance, coaching and development, and service quality across multiple communication channels.

This role will require strong strategic thinking combined with hands-on leadership, with a particular emphasis on transforming the customer experience through both people and process.

Key Responsibilities

• Lead, manage, and develop the Customer Success and Support teams, fostering a culture of accountability and continuous improvement.
• Oversee day-to-day contact centre operations, ensuring service delivery meets agreed SLAs and KPIs.
• Define and implement a comprehensive customer success strategy aligned with broader business objectives.
• Build and improve operational frameworks for onboarding, retention, escalation handling, and service recovery.
• Use customer data and feedback to drive measurable improvements in satisfaction (CSAT), loyalty (NPS), and first contact resolution (FCR).
• Collaborate cross-functionally with Product, Sales, Marketing, Compliance, and Technology to enhance the overall customer journey.
• Own departmental reporting and budgeting, ensuring transparency and clear communication of team performance.

Required Experience

• Proven track record in customer success, customer experience, or contact centre leadership roles within a fast-paced and regulated environment.
• Experience managing high-performing operational teams and delivering measurable improvements to customer outcomes.
• Strong commercial acumen, with the ability to link customer performance to business impact.
• Skilled in leading transformation or service improvement initiatives, with a data-driven approach to decision-making.
• Comfortable presenting to senior stakeholders and influencing cross-functional priorities.
• Strong knowledge of CRM systems, reporting dashboards, and customer engagement tools.