Head of Retail
NXT Recruitment LTD, Frankfort, KY, United States
Location: Carlisle
Type: Permanent, Full-Time
Salary: up to £60,000, depending on experience
We are working with a growing and forward-thinking organisation to recruit a Head of Retail. As the business continues to expand its customer base, this role will lead and develop a high-performing retail and customer operations function.
This is a senior leadership role responsible for overseeing the full customer journey, ensuring a consistent, efficient, and high-quality service across billing, customer support, and account management. You will play a key role in shaping systems, processes, and operational delivery within a business that is continuing to scale.
The role would suit someone who enjoys solving operational challenges, improving customer outcomes, and building effective teams within a developing environment.
Key responsibilities
Lead the day-to-day operation of the retail function supporting a growing customer base
Hold responsibility for the performance and financial management of the retail business line
Oversee billing, customer account management and administration processes
Manage customer contact channels, including phone, email and digital platforms
Deliver effective revenue management including account monitoring and collections processes
Monitor KPIs across the customer lifecycle and implement improvement plans
Ensure customer issues and complaints are handled effectively and consistently
Drive improvements in customer satisfaction and service performance
Ensure compliance with relevant regulatory and industry requirements
Oversee reporting, audits and engagement with external bodies where required
Manage external service providers and ensure service standards are met
Review supplier performance and drive continuous improvement initiativesOversee CRM and customer management systems, identifying opportunities to improve efficiency
Build and lead a high-performing team with clear accountability and development pathways
Promote a strong customer-focused culture across the organisation
About you
Experience working within customer or retail operations, ideally in a regulated environment
Strong understanding of billing, customer account management and revenue processes
Proven experience leading teams and driving operational performance
Ability to interpret regulatory or compliance requirements and apply them in practice
Experience improving systems, processes or customer journeys
Comfortable working with CRM or customer management platforms
Strong analytical skills with the ability to use data and KPIs to inform decisions
Excellent communication skills with the ability to engage across teams and stakeholders
A proactive, hands-on approach with a focus on delivering practical solutions
Why apply?
Salary up to £60,000 depending on experience
Discretionary bonus based on individual and business performance
25 days holiday plus bank holidays, with option to buy or sell additional days
Pension scheme
Private healthcare
Additional benefits, including well-being support and development opportunities
Opportunity to shape and lead a growing function within an expanding business
If this sounds like the right opportunity for you, apply today or contact NXT Recruitment for a confidential discussion.
NXT Recruitment Limited acts as an employment agency for permanent recruitment. By applying for this role your details will be submitted to NXT Recruitment. Our Privacy Policy can be viewed on our website.
#J-18808-Ljbffr
We are working with a growing and forward-thinking organisation to recruit a Head of Retail. As the business continues to expand its customer base, this role will lead and develop a high-performing retail and customer operations function.
This is a senior leadership role responsible for overseeing the full customer journey, ensuring a consistent, efficient, and high-quality service across billing, customer support, and account management. You will play a key role in shaping systems, processes, and operational delivery within a business that is continuing to scale.
The role would suit someone who enjoys solving operational challenges, improving customer outcomes, and building effective teams within a developing environment.
Key responsibilities
Lead the day-to-day operation of the retail function supporting a growing customer base
Hold responsibility for the performance and financial management of the retail business line
Oversee billing, customer account management and administration processes
Manage customer contact channels, including phone, email and digital platforms
Deliver effective revenue management including account monitoring and collections processes
Monitor KPIs across the customer lifecycle and implement improvement plans
Ensure customer issues and complaints are handled effectively and consistently
Drive improvements in customer satisfaction and service performance
Ensure compliance with relevant regulatory and industry requirements
Oversee reporting, audits and engagement with external bodies where required
Manage external service providers and ensure service standards are met
Review supplier performance and drive continuous improvement initiativesOversee CRM and customer management systems, identifying opportunities to improve efficiency
Build and lead a high-performing team with clear accountability and development pathways
Promote a strong customer-focused culture across the organisation
About you
Experience working within customer or retail operations, ideally in a regulated environment
Strong understanding of billing, customer account management and revenue processes
Proven experience leading teams and driving operational performance
Ability to interpret regulatory or compliance requirements and apply them in practice
Experience improving systems, processes or customer journeys
Comfortable working with CRM or customer management platforms
Strong analytical skills with the ability to use data and KPIs to inform decisions
Excellent communication skills with the ability to engage across teams and stakeholders
A proactive, hands-on approach with a focus on delivering practical solutions
Why apply?
Salary up to £60,000 depending on experience
Discretionary bonus based on individual and business performance
25 days holiday plus bank holidays, with option to buy or sell additional days
Pension scheme
Private healthcare
Additional benefits, including well-being support and development opportunities
Opportunity to shape and lead a growing function within an expanding business
If this sounds like the right opportunity for you, apply today or contact NXT Recruitment for a confidential discussion.
NXT Recruitment Limited acts as an employment agency for permanent recruitment. By applying for this role your details will be submitted to NXT Recruitment. Our Privacy Policy can be viewed on our website.
#J-18808-Ljbffr