BLUE LION TRAINING ACADEMY
Head of Customer Success
Derby
Posted 1 day ago
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Customer Success, Retention & Growth
- Lead the Customer Success Team and oversee the employer and learner journey
- Act as the strategic relationship owner for employers, ensuring exceptional service, communication, and long-term partnerships.
- Drive customer retention, repeat business, and customer satisfaction across apprenticeship, learner loan, and commercial training provision.
- Manage and develop the Business Development Manager and Social Media & AV Executive.
- Work closely with the CEO, Head of Delivery & Compliance, and Creative Director.
- Contribute to strategic planning, organizational growth, and continuous improvement initiatives.
Employer & Learner Journey Management
- Oversee the full customer journey from initial enquiry through to programme completion and progression.
- Ensure employers and learners receive a consistent, professional, and high-quality experience throughout their engagement with Blue Lion.
- Monitor key customer journey milestones and intervene where risks to satisfaction, retention, or achievement are identified.
- Act as the escalation point for employer concerns, customer complaints, and service recovery activity.
- Develop strong relationships with employers to understand workforce development needs and future opportunities.
Customer Retention & Account Management
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- Develop and implement customer retention strategies that improve employer loyalty and repeat business.
- Monitor employer engagement and learner satisfaction across all programmes.
- Identify opportunities to increase employer participation through additional apprenticeship standards, commercial training, and learner loan programmes.
- Support customer reviews, account management meetings, and employer development discussions.
- Ensure customer feedback is captured, analysed, and acted upon.
Onboarding, Gateway & EPA Coordination
- Oversee Customer Onboarding and Apprentice Onboarding activities to ensure a smooth transition into delivery.
- Ensure employers and learners understand their responsibilities, expectations, and journey milestones.
- Support the coordination of Gateway readiness and End Point Assessment activity.
- Work closely with the Compliance & Delivery Manager and Tutors to ensure progression remains on track.
- Monitor achievement progress, withdrawals, breaks in learning, and learners approaching PPED status.
Leadership & People Management
- Lead, motivate, and develop the Customer Success Team.
- Conduct regular one-to-one meetings, performance reviews, and development planning activities.
- Set clear objectives and monitor team performance against agreed KPIs.
- Promote a culture of accountability, collaboration, and customer excellence.
- Support recruitment, induction, and development of team members where required.
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Performance, Reporting & Improvement
- Monitor and report on customer satisfaction, employer engagement, retention, achievement, and progression performance.
- Review customer journey data to identify trends, risks, and opportunities for improvement.
- Sponsor and support Engineering Works (continuous improvement activities) relating to customer experience and operational performance.
- Contribute to organizational reporting, strategic reviews, and Control Room meetings.
- Support the development and implementation of new customer success initiatives.
Internal Collaboration
- Work closely with the Business Development Manager to support employer growth and workforce development opportunities.
- Collaborate with the Head of Delivery & Compliance to ensure a seamless transition between onboarding, delivery, Gateway, and EPA.
- Work alongside the social media & AV Executive to promote employer success stories, learner achievements, and Blue Lion initiatives.
- Support the Creative Director in developing future opportunities, partnerships, and progression routes.
- Promote and embody Blue Lion's vision to Involve, Improve, and Inspire.
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Skills
Customer Success
Retention
Growth
Account Management
Leadership
Team Development
Strategic Planning
Customer Satisfaction
Employer Engagement
Onboarding
Performance Monitoring
Continuous Improvement
Collaboration
Communication
Relationship Management
Problem Solving
Location