Head of Customer Delivery

nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovation within the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.

Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.

As Head of Customer Delivery at nurtur. tech, you will hold a crucial role in ensuring the seamless and exceptional delivery of products and services to our customers throughout nurtur.tech.

You will be a strong leader and a strategic planner, with a deep understanding of customer needs and expectations. The Head of Customer Delivery oversees the end-to-end customer delivery process, from order placement to onboarding completion, and collaborates closely with cross-functional teams to optimise processes and enhance the overall customer experience.

Responsibilities And Duties

• Lead and manage the customer delivery team, including customer success trainers, project managers, web developers and other relevant stakeholders.
• Develop and implement strategies for delivering products or services to customers in a timely, efficient, and cost-effective manner, while meeting quality standards and customer expectations.
• Ensure the group’s vision is at the heart of each customer delivery, meaning that a joined-up approach to our products is integrated within the onboarding experience.
• Collaborate with Sales, Marketing, Customer Success and Development to ensure alignment of customer delivery strategies with business objectives and market needs.
• Define, implement and maintain customer delivery processes and standards.
• Monitor and analyse key performance indicators (KPIs) related to customer delivery, such as delivery times, order accuracy, customer satisfaction, and service level agreements (SLAs), and implement initiatives to improve performance and efficiency.
• Identify and address bottlenecks, gaps, and pain points in the customer delivery process, and implement solutions to streamline workflows and enhance the overall customer experience.
• Manage customer escalations and complaints effectively, ensuring timely resolution and customer satisfaction, and implementing measures to prevent recurrence.
• Develop and maintain strong relationships with key customers, partners, and vendors, and act as a trusted advisor and advocate for their needs and interests.
• Stay informed about industry best practices, emerging trends, and technological advancements in customer delivery and logistics, and incorporate relevant insights into organisational strategies and processes.
• Contribute to the development of our products, raising ideas and sharing customer feedback to further develop our proposition.
• Oversee maintenance of the customer CRM platform, ensuring accurate data is available for the business and most importantly the invoicing process.
• Provide regular updates and reports to senior management on the status of customer delivery operations, including performance metrics, issues, and improvement initiatives.
• Co-ordinate continual improvement initiatives for those within the team. Enable ‘train the trainer’ sessions to cross-share knowledge and approaches.
  
  

Qualifications

Proven experience in a leadership role overseeing customer delivery or operations functions, preferably in a marketing or the property industry.

Strong understanding of customer delivery processes, logistics, and supply chain management, with experience in developing and implementing strategies to optimise operations and enhance customer satisfaction.

An aptitude for technical learning – this role will manage HTML Web Developers and as such you must have the ability to understand technical constraints and solutions.

Excellent leadership, communication, and interpersonal skills, with the ability to effectively lead and motivate teams, build relationships, and collaborate with cross-functional stakeholders.

Demonstrated ability to analyse data, identify trends and insights, and make data-driven decisions to improve performance and drive results.

Experience working with customer relationship management (CRM) systems and other relevant tools and technologies.

Proven track record of driving process improvements, operational efficiencies, and customer satisfaction in customer delivery operations.

Ability to thrive in a fast-paced and dynamic environment, with a customer-focused mindset and a passion for delivering exceptional customer experiences.

Working hours are 9 am – 5.30 pm Monday to Friday so you’ll have the weekends to relax and recharge.

Hybrid working will be available after probation period is passed.

The Successful Applicant Will Receive And Have Access Too

• 25 days holiday plus the 8 bank holidays
• Perk box
• Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.
• Death in Service Cover
• Company Sick Pay
• Bike to Work scheme.
  
  

Please note, unfortunately this role does not provide visa sponsorship opportunities.