Job Description

Overview

This is a pivotal role responsible for leading Suns Lifestyle's small but critical After-sales team. You'll be hands-on in project managing customer orders, acting as the first point of escalation, and taking ownership of refining the tools, processes, and reporting that underpin the customer experience.

To lead the customer experience function, ensuring long term customer satisfaction, retention and proactive service. This role drives customer success strategy, oversees Account Managers, and ensures service standards, feedback loops and continuous improvement are embedded across the business.

With growing customer volumes, increasing order complexity, and rising expectations, this role exists to create calm in the chaos, helping the business shift from reactive to structured, proactive customer support.

This role requires excellent communication skills, leadership qualities, and the ability to manage multiple accounts effectively. The ideal applicant will possess supervisory experience and strong analysis skills to support strategic decision-making and optimise customer outcomes.

Duties

Develop and implement the customer success strategy and framework Lead, coach and manage a team of Account Managers Drive a positive, proactive and customer first culture internally Define and monitor customer success KPIs including satisfaction, retention, response times and case resolution Oversee customer escalations ensuring timely and satisfactory outcomes Build customer journey mapping and identify service improvement opportunities Implement structured feedback collection and ensure insights influence product and operational decisions Collaborate with internal teams including sales, logistics, installations and operations to ensure seamless end to end delivery Introduce scalable processes that support growth without impacting service quality Report on customer trends, risks, recurring issues and opportunities for improvement

Experience

Hands-on experience in a customer facing leadership or team lead role, ideally in a premium or operationally complex business. Strong written and verbal communication, confident handling customers directly and de-escalating tension. Experience using or implementing ticketing systems (Gorgias, Zendesk, or similar); Odoo experience is a bonus. Confident in coaching and people management Data driven decision making and reporting capabilities Organised, proactive, and able to manage competing priorities in a fast-moving environment. Comfortable analysing trends and building basic performance reports.
Job Types: Full-time, Permanent

Pay: From 32,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: In person