Job Description

Shape our customer experience. Drive our growth. Strengthen our market presence.

Innovate Healthcare is seeking an outstanding Business Development & Customer Experience Director to lead our customer strategy and accelerate sustainable commercial growth. This is a pivotal leadership role that blends deep customer insight with strategic business development to enhance satisfaction, loyalty, and revenue across all stages of the customer journey.

We are a forward-thinking healthcare company working in both the private and public sectors. We employ a variety of health professionals dedicated to achieving the purpose at the centre of our practice; helping people to overcome the barriers they face relating to health and work.

As a key member of our Leadership Team, you will ensure every interaction reflects the 'Innovate Way' and promotes our ethos of 'Work is Healthy' - by building trust, strengthening relationships, and positioning Innovate as a partner of choice. You will set high standards for service excellence, lead our approach to retention and account growth, and identify new market opportunities that support long-term expansion.

What you'll lead:

Customer Strategy & Experience- Define and deliver a customer-first strategy that enhances satisfaction, loyalty, and retention across all touchpoints. Business Development & Growth- Drive market engagement, lead generation, bids, and commercial proposals to build a strong pipeline and secure new revenue opportunities. Account Management & Retention- Oversee key account relationships, ensure proactive retention strategies, and lead engagement initiatives to strengthen long-term value. Customer Insight & Continuous Improvement- Translate customer feedback, journey mapping, and market insights into actionable improvements in service and experience. Compliance & Standards- Ensure customer-facing processes meet ISO, GDPR, and accreditation requirements, championing the Integrated Management System. Brand, Marketing & Market Visibility- Guide marketing activity in line with business goals, enhancing brand presence and supporting lead generation. Cross-Functional Collaboration- Work closely across departments to ensure a seamless experience from first contact to service delivery. Leadership & Team Development- Lead and develop a high-performing Business Development and Customer Experience team that embodies Innovate's values.

What you'll bring:

Proven leadership experience in customer-centric, commercially driven roles, ideally within healthcare or related sectors. Strong commercial acumen with a track record of winning new business, expanding accounts, and achieving revenue and retention targets. Deep understanding of customer experience principles, business development strategy, and market engagement. Analytical and data-driven mindset with the ability to translate insights into strategic action. Exceptional communication, presentation, and relationship-building skills. Confidence managing complex bids, negotiations, and high-value commercial opportunities. Experience with CRM systems and comfort engaging with senior stakeholders and industry partners. Strong project management capability, with the ability to manage multiple priorities and deadlines.

Who you are

You are an engaging, customer-focused leader who combines commercial thinking with genuine care for people and experience. You build trust quickly, communicate with clarity, and inspire teams to deliver exceptional outcomes. You thrive in a dynamic environment, bring creativity and rigour to problem-solving, and are motivated by delivering meaningful value to customers and the business.

What you'll get in return:

A competitive salary, commensurate with your skills and experience Hybrid Working options 33 days of annual leave, including 8 bank holidays, plus Birthday Day Off Flexible working opportunities Enhanced Family Friendly Leave Company Sick Pay Cash Health Plan Refer a Friend scheme worth 250 per successful referral Comprehensive Employee Assistance Programme, including face-to-face/virtual counselling
Innovate Healthcare is committed to promoting equality and eliminating unlawful discrimination, and we are committed to building and maintaining a diverse workforce which is truly representative of the society within which we operate.? We want to build inclusive work environments, where all our employees have equal opportunities to fulfil their potential and realise their aspirations?. We are part of the Disability Confident scheme, meaning that we commit to offering an interview to a fair and proportionate number of disabled candidates who apply through the scheme if they meet the minimum criteria for a job. We will ask whether you'd like to be considered under the Disability Confident scheme when you apply. If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.

A criminal history check may be conducted on the recommended persons for these positions.

If you require any assistance with the application process, please contact the People Team on people@Innovatehmg.co.uk.

Job Types: Full-time, Permanent

Pay: 55,000.00-65,000.00 per year

Benefits:

Company pension Employee discount Health & wellbeing programme On-site parking Private medical insurance Work from home
Work Location: Hybrid remote in Stockport SK1 1TA