Reed
Reed Business Support are recruiting on behalf of a well-established and growing organisation based in the East Lancashire area. With a long-standing reputation and ambitious growth plans, this business is seeking a strategic and commercially driven Head of Client Relations & Experience to join their team on a full time, permanent basis. . This is a key role, focused on elevating customer engagement, driving revenue growth, and shaping the overall client journey.
The Role
As Head of Client Relations & Experience, you will take full ownership of the end-to-end customer journey, ensuring a consistent, high-quality experience across all touchpoints. You will lead several customer-facing and operational teams, driving both service excellence and commercial success.
Key responsibilities include:
- Developing and delivering a forward-thinking customer experience strategy
- Leading and managing multi-functional teams across client services and support functions
- Driving revenue growth through improved client engagement, retention, and account development
- Overseeing communication channels, ensuring responsive and professional service delivery
- Using data and insights to identify trends, improve performance, and influence decision-making
- Setting and monitoring KPIs, coaching teams to achieve and exceed performance targets
- Working cross-functionally to support business initiatives, product launches, and service improvements
- Embedding a strong culture of customer focus and continuous improvement
We are keen to speak with experienced leaders who combine strong commercial awareness with a passion for delivering outstanding client experiences.
You will have:
- Proven leadership experience within a customer-focused or commercial environment
- A track record of driving performance, growth, and service improvements
- Excellent communication, negotiation, and problem-solving skills
- The ability to manage competing priorities in a fast-paced setting
- Experience using CRM/ERP systems and data to inform strategy
- A proactive, hands-on leadership style with the ability to inspire and develop teams
Salary & Benefits
- Opportunity to join a successful and evolving organisation
- Senior leadership position with real influence and autonomy
- Collaborative and supportive working environment
- On-site role
- Employee assistant programme
- 28 days annual leave inclusive of Bank Holidays
How to Apply
If you are a commercially astute leader with a passion for enhancing customer experience and are looking for your next senior opportunity, we would love to hear from you. Apply through the link or call Reed Preston for more information.
To apply for this job please visit www.reed.co.uk.
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