Head, Customer Success

JOB PURPOSE / SUMMARY

To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner. This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention

DUTIES AND RESPONSIBILTIES

● Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams.

● Oversee the call-off request function, ensuring adherence to all processing and validation SLAs.

● Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.

● Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements.

● Develop and implement customer service policies, standards, and procedures across all teams.

Key Interfaces:

● Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.

● External: Key Partner Stations/Customers.

QUALIFICATIONS

● BSc/MSc in Business Management or a related field.

● 10+ years of experience in a customer service leadership role, preferably in a B2B environment.

● Proven experience designing and managing multi-channel customer service operations.

● Strong analytical skills with the ability to use data to improve the customer experience.

● Exceptional empathy, communication, and problem-solving skills.