Director of Customer Experience & Success
Salary: £100,000 £120,000 per annum
Location: Peterborough – Full-Time, Office-Based
Job Type: Full-Time, Permanent
About Trade Mastermind
Trade Mastermind is a leading UK business education and coaching organisation supporting ambitious business owners to build stronger, more profitable and scalable businesses.
Through our Academy programmes, business mentoring, live training, events and specialist support, we provide business owners with the knowledge, guidance and practical tools they need to achieve meaningful and sustainable growth.
As we continue to grow, we are looking to appoint an experienced Director of Customer Experience & Success to take overall ownership of the experience, engagement and success of our customers.
This is a senior leadership position with a clear purpose: to ensure our clients don't simply complete a programme, but receive exceptional support, remain engaged and achieve measurable results within their businesses.
The Role
We already have a strong ecosystem supporting our customers including structured courses, business mentors, live training, events and ongoing support.
We are now looking for one senior leader to bring these elements together and develop a clear, measurable Customer Success strategy.
As Director of Customer Experience & Success, you will take ownership of the entire participant journey, from onboarding and initial engagement through to ongoing development, retention and long-term success.
You will review how we currently support our clients, identify gaps and opportunities for improvement, and introduce a clear framework for measuring engagement, progress and customer outcomes.
A key priority will be understanding what success actually looks like for Academy members. You will establish meaningful measures that help us identify who is progressing, who is engaging with the support available and, importantly, who may require additional intervention.
A Highly Hands-On Leadership Role
This is not a role that will be managed from behind a desk or through reports alone.
We are looking for someone who wants to be close to our customers.
You will regularly speak directly with Academy members, understand their businesses, listen to their challenges and gain first-hand insight into their experience with Trade Mastermind.
You will also be comfortable personally managing complex or sensitive customer situations when senior-level involvement is needed.
These conversations, combined with customer data and feedback, will enable you to identify patterns and make strategic improvements to the wider Academy experience.
Customer Success Strategy & Measurement
An important part of this appointment will be bringing greater structure and visibility to Customer Success.
You will develop meaningful KPIs around areas such as customer engagement, programme utilisation, progression, satisfaction, retention and measurable business outcomes.
Working closely with our Business Mentors, Trainers and wider leadership team, you will assess the effectiveness of the support we provide and ensure that our courses, mentoring and services work together as one cohesive customer journey.
You will provide the CEO and Executive Leadership Team with clear insight into customer performance, emerging challenges and opportunities to improve the participant experience.
Ultimately, we want to be able to clearly understand how our participants are progressing, what results they are achieving and what we can do to help them become even more successful.
About You
We are looking for an accomplished Customer Experience or Customer Success leader who has previously taken ownership of a significant customer journey and understands how to turn customer insight into measurable improvements.
You may currently be operating as a Director of Customer Success, Customer Experience Director, Head of Customer Success, Client Experience Director, Member Experience Director or in a comparable senior leadership position.
You will understand customer engagement, retention and lifecycle management and have experience developing meaningful Customer Success measures and KPIs.
Strong commercial awareness will be important. You should understand the relationship between customer outcomes, engagement, retention, advocacy and long-term customer value.
Just as importantly, you will be an exceptional communicator who genuinely enjoys speaking with customers. You will be confident handling challenging conversations, solving problems and building trusted relationships with business owners.
We are particularly interested in people who can operate at two levels: strategically enough to build the Customer Success function and practically enough to remain directly involved with our participants.
Experience within business education, coaching, training, professional services, membership organisations or another high-touch customer environment would be advantageous.
What Success Looks Like
Success in this position will mean creating a Customer Success function where we have a much clearer understanding of the entire Academy participant journey.
We want to know whether our participants are engaging, implementing what they learn and progressing towards their objectives. Where someone is not progressing, we want to identify it early and understand what intervention could help.
You will use these insights to continuously improve the Academy experience, strengthen the effectiveness of our mentoring and support, increase engagement and retention, and ultimately help more business owners achieve meaningful results.
Salary & Benefits
-
£100,000 – 125,000 per annum
-
Car allowance
-
Private Health Care
-
Possible accommodation
-
Company pension following three months' service
-
Birthday day off
-
Company events
-
Free on-site parking
-
Employee Assistance Programme
Why Join Trade Mastermind?
This is an opportunity to take ownership of a strategically important function within a growing organisation and genuinely shape how Customer Success operates at Trade Mastermind.
You will have the autonomy to develop the strategy, introduce new ways of measuring participant success and work directly with our leadership team to influence how we evolve our programmes and services.
If you are an experienced Customer Experience or Customer Success leader who combines strategic thinking with a genuinely hands-on approach, we would love to hear from you
