Head of Customer Delivery/Support | £60k to £65k | Derby DE21
Permanent | Full Time | Fantastic work culture and benefits that include:
- 25 days holiday + 8 bank holidays
- Hybrid working after probation
- Free on-site parking
Cherry Professional are seeking to appoint an experienced and driven individual to join a thriving business as a Head Of Customer Delivery. You will be responsible for leading all aspects of customer delivery and support across the business. This includes overseeing onboarding and service delivery operations, managing international support teams, and ensuring a seamless and proactive customer journey. You’ll be a strategic leader who can drive improvements across delivery and support functions while acting as a key advocate for customers
What we’re looking for:
- Proven leadership experience in both customer delivery and support functions, ideally within SaaS or tech
- Strong understanding of customer-centric strategies, onboarding, and support best practices
- A strategic thinker with strong planning and analytical skills
- Excellent interpersonal and communication abilities — both with teams and external stakeholders
- Familiarity with CRM systems, ticketing platforms, and basic technical concepts (HTML/web development)
- Demonstrated success in improving operational efficiency, customer satisfaction, and team performance
- A passion for delivering seamless and exceptional customer experiences
The finer elements of the role include:
Lead and manage the delivery team, including trainers, project managers, developers, and other stakeholders
Develop and implement efficient, scalable delivery processes that ensure timely onboarding and product setup
Align delivery operations with company goals, ensuring a joined-up approach across products
Monitor key KPIs (delivery times, SLAs, satisfaction scores) and implement initiatives for continuous improvement
Work cross-functionally with Sales, Marketing, Development, and Customer Success to streamline the customer journey
Oversee CRM maintenance to ensure accurate data and smooth invoicing processes
Provide strategic insights into product development through customer feedback
Customer Support
Oversee customer support operations across multiple products and regions
Develop support strategies focused on pro activity — identifying and resolving issues before they arise
Manage support managers, setting SLAs and KPIs to uphold excellent service standards
Establish robust processes for ticketing, escalation, and knowledge management
Lead the resolution of complex or escalated issues, ensuring swift and empathetic responses
Analyse feedback and metrics to improve support performance and drive product enhancements
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