We are a growing company, and this is an exciting opportunity to join our commercial team. Reporting to the Commercial Director, the Head of Client Experience will be responsible for building and maintaining long-term relationships with our key customers, ensuring high levels of satisfaction, retention, and growth.
This role will oversee the client services team, manage our technical after sales department, and ensure we deliver an exceptional customer experience across UK and international markets.
About Streamline
We supply and manufacture specialist cleaning products for any external application.
After trading for over 20 years, we are one of the most accomplished suppliers of professional High Reach window cleaning systems, distributing to customers globally. We stock an extensive range of high-quality and reliable products, with over 10,000 line items. Our products include vehicle mounted window cleaning and pressure washing systems, water-fed pole systems for internal and external glass cleaning, high-pressure and gutter cleaning solutions, and much more.
Duties of the Head of Client Experience
Client Experience Management
Act as the senior point of contact for key accounts, ensuring clients receive a premium post sale service.
Develop strong, long-term relationships with clients, fostering loyalty and repeat business.
Anticipate client needs and proactively provide solutions that add value.
Team Leadership
Lead and develop the client relations team to deliver outstanding service.
Ensure all client-facing staff adopt a professional, solutions-focused approach.
Provide training, mentoring, and support to develop staff capabilities.
Service Excellence
Establish and monitor KPIs to ensure standards are consistently met.
Handle escalated client issues quickly and effectively, ensuring satisfactory resolution.
Drive continuous improvement in client engagement, communication, and feedback processes.
Business Growth
Work with the sales and commercial teams to identify upsell and cross-sell opportunities.
Contribute to strategic planning by providing client insight and market intelligence.
Represent Streamline at industry events and client meetings.
Operational Oversight
Ensure client service processes are efficient, compliant, and well-documented.
Oversee service contracts, renewals, and SLAs via our Technical Department.
Collaborate with logistics, technical, and support teams to ensure seamless client delivery.
Candidate Requirements
Proven experience in a senior client relations, customer success, or account management role.
Strong leadership skills with experience managing client-facing teams.
Exceptional communication and interpersonal skills, with the ability to influence at all levels.
Highly organised, proactive, and results-driven, with excellent time management skills.
Strong problem-solving skills, able to resolve complex client issues quickly and effectively.
Commercial awareness, with the ability to spot opportunities for growth within accounts.
Experience working in manufacturing, distribution, or related industries (preferred).
Must adopt our Core Values (Win Together / Safe / Creative / Passionate) and Streamline Persona (Hungry, Humble, Smart / Get Better Every Day / Solution-Oriented / Team Player / Be Accountable & Trusted / Loyalty & Honesty).
Work Times
Monday - Friday (Management Role: flexibility required based on client needs)