About the job
Senior customer leadership role managing the Southern Region.
Vested Talent is appointing a Head of Regional Customer Retention & Growth for an established UK distribution business. The business serves both B2C and B2B customers, with a significant active customer base.
Location: within commuting distance of Eastleigh, Hampshire
Up to £70,000 base + 25% bonus + company car allowance.
The role
You lead customer services, client services and account management for the South region. You own the region’s customer outcomes: service quality, retention, revenue and margin across domestic and commercial accounts. A large share of the business’s existing customer revenue runs through your team and the bonus is tied to regional performance.
You report to the Director of Customer Retention & Growth. You work alongside the Regional Head of Operations, your peer, so that service commitments to customers are delivered on the ground.
Your team
- Around 20 people, rising to 23 at seasonal peak.
- Two direct reports: an Internal Customer Retention & Growth Manager and a Senior Regional Key Account Manager.
- Customer services, internal account management and key account management, run to one standard.
What the role demands
- Every customer contact is handled well and leaves the relationship stronger. Where there is a chance to do more for the customer, your team takes it.
- You track service, retention, revenue and margin together, and you step in early when any of them drifts.
- You use customer and margin data to decide where the team’s effort goes.
- You raise problems early instead of absorbing them.
- You recruit, develop and plan succession across the regional team.
What you bring
- Leadership of a multi-team customer operation of 15+ people, with P&L or margin accountability.
- A track record of managing managers.
- Experience in customer services, a contact centre, client services or account management.
- Comfort with commercial data and the confidence to act on it.
You will likely come from a business where customers range from high-volume domestic buyers to long-term managed accounts. You may currently be a Head of Customer Services, Head of Customer Retention, Head of Account Management or Senior Contact Centre Leader looking for a broader regional remit.
If you’ve led a service operation that keeps customers and grows them, we’d like to hear from you. Every conversation is handled in confidence.
A parallel role is open in the Central region, based near Kenilworth, Warwickshire.