Head of Delivery (m/f/d)

Job Description

The Head of Delivery role involves leading Customer Service strategies for a client that is building a global sales, marketing, and distribution system for the flexible workspace industry. The client uses cutting-edge technology and is experiencing impressive growth. The Head of Delivery will focus on streamlining customer onboarding journeys, team leadership, customer experience, and success initiatives. Role responsibilities include:

• Leading a growing team, setting goals, and conducting performance reviews.
• Collaborating with the VP of Operations on headcount planning and hiring.
• Shaping and enhancing the customer onboarding experience.
• Building strong relationships with senior client stakeholders.
• Overseeing customer success and developing scalable support processes.
• Leading research to understand customer and operator needs.
• Suggesting platform improvements based on customer feedback.

Requirements include:

• Proven experience in leading customer service or support teams.
• Expertise in designing onboarding journeys, support models, and reporting frameworks.
• Strong data fluency and excellent communication skills.
• Experience in support, account management, and customer strategy.
• A proactive, results-driven mindset with a systems-oriented approach.
• Excellent communication skills in English.
• Eligibility to work within the UK.

The role offers:

• Competitive salary and equity package.
• Investment in training and support for home working setup.
• A proven management and leadership team.
• Quarterly offsites, monthly team nights out, and annual international company events.