Zealous Agency
Chief Customer Experience Officer
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Chief Customer Experience Officer
Leeds | Hybrid | Permanent
Build the future of Professional Services in a fast-growing AI technology business
Are you an experienced Professional Services leader who has successfully built and scaled high-performing delivery teams within a software, SaaS, ERP or technology environment?
This is a rare opportunity to join an ambitious, rapidly growing technology business as Chief Professional Services Officer, taking ownership of the strategy, structure and delivery excellence of a global Professional Services function.
Reporting directly to the CEO and operating as a key member of the leadership team, you will play a pivotal role in shaping how complex technology solutions are implemented, delivered and scaled. You’ll own the full implementation lifecycle, from commercial handover through to successful deployment and transition into Customer Success, ensuring customers receive exceptional outcomes while driving operational and commercial performance.
This is a strategic leadership role for someone who thrives on building from the ground up, creating scalable processes, developing talented teams and delivering predictable, profitable growth.
What you’ll be doing
- Define and lead the Professional Services strategy, operating model and future growth plan.
- Build and scale a high-performing Professional Services organisation, including consulting, implementation and project delivery teams.
- Create robust implementation methodologies, governance frameworks and delivery standards.
- Own delivery performance, project governance, customer outcomes and operational excellence.
- Establish KPIs, reporting structures and processes to improve visibility, predictability and profitability.
- Drive resource planning, utilisation, forecasting and commercial performance.
- Partner closely with Sales, Product, Engineering and Customer Success to create a seamless customer journey.
- Coach, mentor and develop a team culture built around accountability, ownership and continuous improvement.
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What we’re looking for
You’ll be an established Professional Services leader with a proven track record of building and scaling implementation functions within a technology environment.
You’ll bring:
- Senior leadership experience within Professional Services, delivery or implementation teams in a software, SaaS, ERP, CRM or Microsoft Partner environment.
- A strong track record of successfully delivering complex software implementations.
- Experience building teams, processes and operating models during periods of growth.
- Strong commercial acumen, with experience managing profitability, utilisation, forecasting and resource capacity.
- The ability to influence at executive level and confidently engage with senior customer stakeholders.
- A passion for developing people and creating high-performing teams.
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Experience with platforms such as Microsoft Dynamics, Business Central, Power Platform, Salesforce, ServiceNow, Oracle, SAP, IFS or field service management solutions would be advantageous.
Why this opportunity?
- Executive-level role with the opportunity to shape a global Professional Services function.
- Competitive salary, performance bonus and long-term incentive opportunity.
- Work alongside an ambitious leadership team driving significant growth.
- Help shape the future of an AI-powered software business.
- Hybrid working model based in Leeds.
- Genuine opportunity to influence strategy, operations and customer success.
If you’re a Professional Services leader who enjoys creating, scaling and transforming delivery organisations, this is an opportunity to make a lasting impact.
Apply today to find out more.
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