Head of Customer Strategy

Your new company

Our client is seeking an experienced and commercially focused Head of Customer Strategy to join their leadership team in a newly created role with significant visibility and influence across the business.

Reporting directly to the Managing Director, this position will be responsible for developing an independent, evidence-led understanding of customer experience, customer behaviour and commercial performance. The successful individual will transform customer and operational data into actionable business improvement initiatives, ensuring customer insight is embedded within strategic decision-making.

This is a highly influential role which will work closely with senior stakeholders across Sales, Operations, Customer Service, Marketing, Supply Chain and regional leadership teams. The successful candidate will provide recommendations that shape organisational priorities, improve customer retention, enhance operational effectiveness and support long-term business growth.

Your new role

Customer Strategy & Insight

• Develop and lead the organisation's customer strategy framework across international markets.
• Establish and manage a global Voice of Customer programme.
• Gather and analyse customer feedback, commercial data and operational performance metrics to identify key trends and opportunities.
• Develop a deep understanding of customer expectations, behaviours, drivers of loyalty and causes of attrition.
• Conduct structured customer interviews to gain meaningful qualitative insight.

Business Improvement & Transformation

• Identify opportunities to improve business processes, service delivery, customer retention and overall customer experience.
• Analyse customer journeys to uncover operational inefficiencies, friction points and areas for improvement.
• Challenge existing approaches and assumptions through evidence-based recommendations.
• Drive continuous improvement initiatives that deliver measurable business outcomes.
• Monitor and evaluate the effectiveness of implemented improvements.

Strategic Leadership

• Act as the voice of the customer at a senior leadership level.
• Present findings, recommendations and business cases to the Managing Director and Senior Leadership Team.
• Influence organisational decision-making using data, insight and customer evidence.
• Support the development of the organisation's customer value proposition and long-term strategic objectives.
• Collaborate with senior stakeholders to ensure customer-centric decision-making is embedded throughout the business.

Data & Commercial Analysis

• Analyse customer, operational and commercial performance data to identify risks and growth opportunities.
• Utilise customer satisfaction metrics including NPS, CSAT and retention data to inform recommendations.
• Segment insights by customer type, geography, spend profile and market trends.
• Track performance indicators and demonstrate the impact of strategic initiatives.

What you'll need to succeed

• Proven experience within Customer Strategy, Business Improvement, Transformation, Customer Experience or Operational Excellence.
• Strong commercial and analytical capability with the ability to translate complex data into actionable business recommendations.
• Experience influencing senior stakeholders and driving organisational change.
• Demonstrable experience delivering customer-focused improvement initiatives that result in measurable business outcomes.
• Experience presenting insight and recommendations to executive or board-level audiences.
• Strong stakeholder management and communication skills.

Desirable Experience

• Experience within a B2B environment with international customers.
• Knowledge of customer research methodologies, Voice of Customer programmes, NPS and CSAT.
• Experience within manufacturing, engineering, industrial distribution, technical services, logistics or B2B ecommerce sectors.
• Experience leading strategic or transformation projects.

What you'll get in return

• Hybrid working arrangement.
• Early finish on Fridays.
• Enhanced annual leave entitlement.
• Enhanced maternity, paternity and sickness benefits.
• Health Cash Plan.
• Employee Assistance Programme.
• Life Assurance.
• Opportunity to shape a newly created role with direct access to senior leadership.
• Significant influence over business strategy, operational improvement and customer experience.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk