Director of Customer Support Operations (12-month FTC)

Director of Customer Support Operations (Interim 12mth fixed term contract)
Electricals - B2B/B2C

c£130,000pa + generous bonus and benefits West Midlands

Manufacturer of category-leading products, with strong brand equity and ambitious expansion plans, looking to appoint a visionary customer support champion to transform their UK and European customer service and support operations.
This is a rare blank sheet opportunity to reimagine, restructure and deliver a best-in-class B2B2C customer experience.

About the Company
Backed by the resources of a large international technology group, our client specialises in the design and supply of high-quality IoT connected products and systems for a broad portfolio of B2B and B2C customers, recognised throughout the industry as thought leaders in their category.
With a long-standing reputation for product excellence, they are looking for their customer support operations to match.

The Role
Reporting to the Managing Director and leading a large team, you will be responsible for delivering a best-in-class customer experience, leading all core functions including compliance, technical support, warranty and supply chain.
This is a hands-on leadership role requiring both strategic vision and operational rigour.

Key Responsibilities
* Lead the development and execution of a bold, customer service strategy
* Drive organisational and operational change across UK and European markets
* Build and mentor a high-performing team
* Ensure compliance with all legal, ethical, and regulatory standards

Candidate Profile
We are seeking a commercially astute, strategically minded leader with a strong track record of growing exceptional B2B and/or B2C customer support operations. You will be entrepreneurial, results-driven, and capable of leading a business through rapid change and transformation.

Essential Experience:
✔ Executive-level customer service leadership of a technical products business.
✔ Proven success in scaling customer service operations and delivering a best-in-class customer experience
✔ Strong operational understanding, especially in technical support, compliance, warranty and supply chain
✔ Excellent communication and stakeholder engagement skills
✔ Passion for innovation, sustainability, and customer experience

What's on Offer
A pivotal leadership role in a thriving, purpose-driven organisation
Competitive executive compensation package with performance incentives
Supportive board and entrepreneurial culture

How to Apply
Please submit your fully detailed CV quoting your current remuneration, together with reference 10418
Only candidates based in UK and eligible to work in UK are allowed