Head of Customer Services, ICIS (Hybrid) (London)

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LNRS Data Services Ltd Company

London, United Kingdom

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5cc70dcefeb7

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29.06.2025

13.08.2025

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About the Role

We are seeking a dynamic, strategic, and customer focused Head of Customer Service to lead and elevate our global customer-facing teams including Customer Success, Training, and Customer Support.

The role is critical to delivering a consistent, high-quality customer experience while fostering a high-performance culture that is agile, proactive, and aligned with evolving customer expectations.

We’re looking for a results-driven leader who combines operational expertise with strategic vision, capable of driving innovation and continuous improvement across all customer touchpoints.

Responsibilities

Strategic Leadership & High-Performance Team Management

• Develop, adapt, and continuously improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals.
• Inspire and lead high-performing teams by setting clear objectives, measuring performance through meaningful KPIs, and fostering a culture of accountability, excellence, and continuous learning.
• Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support)—ensuring alignment and collaboration across functions.
• Design and execute tailored customer engagement strategies to serve our diverse, international customer base, ensuring scalable solutions that deliver value at every stage of the customer lifecycle.
• Drive a training strategy that supports customer engagement while also acting as a growth lever for engaging new prospects and markets

Operational Excellence & Innovation

• Champion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, particularly in self-service capabilities.
• Maintain a robust Customer Success framework that enhances retention, loyalty, and growth, ensuring standardised processes and best practices that deliver measurable impact
• Deliver against performance targets and operational metrics while maintaining a laser focus on improving customer satisfaction and team productivity
• Proactively identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.

Cross-Functional Collaboration & Strategic Influence

• Serve as a powerful advocate for the customer across the organisation—working closely with Product, Sales, Marketing, and Technology to ensure the customer voice informs key decisions and strategic priorities.
• Influence and participate in strategic business planning, ensuring customer service goals are fully aligned with broader organisational objectives.
• Promote and embed a customer-first mindset across all levels of the business, contributing to ICIS’s positioning as a trusted, customer-led organisation.

Requirements

• Considerable experience in Customer Success, Customer Service, or related roles, with some experience at a senior or head-of-function level, ideally within SaaS or technology.
• Demonstrated success in scaling and transforming customer-facing operations for a global customer base.
• Proven ability to build and lead diverse, distributed teams across multiple customer service disciplines.
• A data-driven mindset with strong analytical and decision-making skills, including experience with CRM systems, support platforms, and performance management tools.
• A track record of fostering high-performing cultures, with a passion for mentoring, coaching, and empowering teams to excel.
• Ability to operate with agility, resilience, and clarity under pressure—thriving in a constantly evolving, high-growth environment.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.

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