Customer Service Director
Location: Peterborough (Full-Time, Office-Based)
Salary: £75,000 - £100,000 per annum + Performance Bonus
Job Type: Permanent, Full-Time
Reporting to: CEO
About Trade Mastermind
Trade Mastermind is one of the UK's leading business growth, education and coaching organisations, helping ambitious business owners build more profitable, scalable and sustainable businesses.
Founded by BBC The Apprentice winner Joseph Valente, we have helped thousands of entrepreneurs improve their sales, marketing, leadership, operations and financial performance. While our roots are in the trades and construction sector, we now support business owners across a wide range of industries throughout the UK.
As we continue our exciting growth journey, we are looking for an experienced Customer Service Director to join our senior leadership team and take ownership of the entire customer experience.
The Opportunity
This is a strategic leadership role with responsibility for Customer Service, Customer Success, Account Management, Onboarding, Retention and Renewals.
Reporting directly to the CEO, you will develop and deliver a customer strategy that ensures every customer receives an exceptional experience from the moment they join Trade Mastermind through to renewal and long-term partnership.
We are seeking a commercially minded customer leader who understands how outstanding service, customer engagement and team leadership drive retention, recurring revenue and customer lifetime value.
You will have the opportunity to shape the customer function, improve performance, build high-performing teams and create a world-class customer experience that supports our continued expansion.
Key Responsibilities
As Customer Service Director, you will lead and develop the customer function, ensuring it delivers exceptional service and measurable business results.
- Developing and executing the overall customer service and customer success strategy.
- Leading Customer Service, Customer Success and Account Management teams.
- Taking ownership of the customer journey from onboarding through to renewal and retention.
- Improving customer engagement and long-term customer value.
- Driving retention initiatives and reducing customer churn.
- Establishing clear KPIs and performance metrics across the department.
- Using customer insight and data to identify trends, opportunities and areas for improvement.
- Managing customer escalations and ensuring effective issue resolution.
- Developing scalable processes, systems and CRM capabilities to support growth.
- Building a culture of accountability, ownership and continuous improvement.
- Collaborating closely with Sales, Marketing, Finance and Operations to deliver a seamless customer experience.
About You
To succeed in this role, you will be an experienced customer leader with a strong track record of driving customer satisfaction, retention and team performance.
- Experience in a senior Customer Service, Customer Success, Customer Experience or Account Management leadership role.
- A proven ability to improve customer retention and reduce churn.
- Experience managing managers and high-performing customer-facing teams.
- Strong commercial awareness, particularly around recurring revenue and customer lifetime value.
- Experience developing KPIs, reporting frameworks and performance improvement strategies.
- Excellent leadership, communication and stakeholder management skills.
- A proactive, solutions-focused approach and the ability to thrive in a fast-paced environment.
Experience within business coaching, professional training, education, SaaS, membership or subscription-based businesses would be advantageous but is not essential.
What Success Looks Like
Success in this role will be demonstrated through improvements in customer retention, renewal rates, customer satisfaction, engagement, lifetime value and overall customer experience. You will also play a key role in improving team performance, strengthening customer advocacy and ensuring a consistent, high-quality customer journey across the business.
What We Offer
- £75,000 - £100,000 salary depending on experience.
- Performance-related bonus.
- Direct access to the CEO and senior leadership team.
- Significant influence over company-wide customer strategy.
- Career progression and leadership development opportunities.
- Tailored training and professional development.
- Health and wellbeing programme.
- Company pension scheme.
- Company equipment.
- Modern office environment with free on-site parking.
- Regular team and company events.
- Sponsored training and qualifications.
Why Join Trade Mastermind?
This is an exciting opportunity to join a growing organisation and take ownership of one of the most important functions within the business.
You will have the autonomy to shape customer strategy, develop talented teams, improve retention and create an exceptional customer experience that delivers long-term value for both our customers and Trade Mastermind.
If you're an ambitious customer leader passionate about customer experience, retention, team development and business growth, we'd love to hear from you. Apply today.
Pay: £75,000.00-£100,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
