About The Role

As the Head of Customer Success in our contact centre, you will lead the strategic direction, operational execution, and cultural development of our Customer Success function. Your mission is to deliver exceptional, technology-enabled customer journeys, ensuring that every enquiry, order, and service interaction is handled with ownership, empathy, and efficiency.

This role is pivotal in blending human‑centric service with AI and digital tools, ensuring that automation complements – not replaces – human value, and that the function consistently drives performance across experience, fulfilment, compliance, and commercial KPIs.

Key Responsibilities:

Leadership & Strategy

• Define and execute the Customer Success vision, aligning with business goals and customer needs.


• Build and inspire a high‑performing team culture focused on ownership, excellence, and customer...