Lead Customer Success Executive – Scheme Delivery
Role Overview
In this role, you’ll lead a team focused on delivering smooth, efficient EV salary sacrifice programmes for business clients. You'll ensure operations run with precision, helping companies transition to electric vehicles through a low-friction, high-impact platform. Your leadership will directly shape the customer experience, balancing hands-on management with strategic improvements.
Key Responsibilities
- Supervise and develop a team of Customer Success Executives, conducting regular one-on-ones and promoting a culture of accuracy, speed, and accountability.
- Act as the go-to resolver for complex customer or scheme-related issues, ensuring timely and equitable outcomes.
- Spot recurring challenges across internal workflows or client interactions and collaborate with other departments to implement lasting fixes.
- Step in as the primary contact during management absences, aligning team output with business goals.
- Support performance tracking against key metrics such as customer satisfaction, response efficiency, and reduction in support volume through improved self-service tools.
- Champion internal initiatives that enhance the B2B2C customer journey, reinforcing the brand as a simple, reliable partner.
What You’ll Bring
- At least four years of experience in B2B service roles, with a strong grasp of end-to-end delivery and client management.
- Familiarity with salary sacrifice models, particularly as they relate to HR, payroll, and finance functions—or the ability to master them quickly.
- A meticulous, problem-solving mindset focused on root causes, not just quick fixes.
- Skill in simplifying complex operational details for both technical and non-technical audiences.
- Confidence using data to uncover patterns, guide decisions, and advocate for process changes.
- A personal commitment to sustainability and the shift toward electric mobility.
Nice to Have
- Experience mentoring or managing teams, with a genuine interest in developing others.
- A valid UK driving licence.
Compensation & Culture
Salary is flexible and based on experience—discussions begin early in the process so your expertise is fairly valued. Perks are accessible through an internal benefits hub, and the company fosters a fast-moving, autonomous environment where innovation thrives. The culture is inclusive, forward-thinking, and sustainability-driven. Offices are dog-friendly, with measures in place for allergy-sensitive team members.
Equal Opportunity
We value honesty, empathy, and diverse perspectives. As an equal opportunity employer, we welcome applicants regardless of background and are committed to building an inclusive, fair workplace where everyone can thrive.
