Head of Customer Services, ICIS (Hybrid) Join to apply for the

Head of Customer Services, ICIS (Hybrid) role at

RELXHead of Customer Services, ICIS (Hybrid)Join to apply for the

Head of Customer Services, ICIS (Hybrid) role at

RELXWe help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. We are seeking a dynamic, strategic, and customer focused Head of Customer Service to lead and elevate our global customer-facing teams including Customer Success, Training, and Customer Support.The role is critical to delivering a consistent, high-quality customer experience while fostering a high-performance culture that is agile, proactive, and aligned with evolving customer expectations.Strategic Leadership and High-Performance Team ManagementDevelop, adapt, and continuously improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals.Inspire and lead high-performing teams by setting clear objectives, measuring performance through meaningful KPIs, and fostering a culture of accountability, excellence, and continuous learning.Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support)—ensuring alignment and collaboration across functions.Design and execute tailored customer engagement strategies to serve our diverse, international customer base, ensuring scalable solutions that deliver value at every stage of the customer lifecycle.Drive a training strategy that supports customer engagement while also acting as a growth lever for engaging new prospects and marketsChampion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, particularly in self-service capabilities.Maintain a robust Customer Success framework that enhances retention, loyalty, and growth, ensuring standardised processes and best practices that deliver measurable impactDeliver against performance targets and operational metrics while maintaining a laser focus on improving customer satisfaction and team productivityProactively identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.Influence and participate in strategic business planning, ensuring customer service goals are fully aligned with broader organisational objectives.Promote and embed a customer-first mindset across all levels of the business, contributing to ICIS’s positioning as a trusted, customer-led organisation.Considerable experience in Customer Success, Customer Service, or related roles, with some experience at a senior or head-of-function level, ideally within SaaS or technology.Demonstrated success in scaling and transforming customer-facing operations for a global customer base.Proven ability to build and lead diverse, distributed teams across multiple customer service disciplines.A data-driven mindset with strong analytical and decision-making skills, including experience with CRM systems, support platforms, and performance management tools.A track record of fostering high-performing cultures, with a passion for mentoring, coaching, and empowering teams to excel.Learn more about the LexisNexis Risk team and how we work

Seniority level- Seniority level

Executive

Employment type

Full-time

Industries

Technology, Information and MediaSign in to set job alerts for “Head of Customer Service” roles.Director of Customer Experience- Content and OptimisationRegional Director of Customer ExperienceHead of Travel Contact Center UK / IrelandDirector, Direct Support (London, United Kingdom)Head of Operational Function (Head of Service) London Probation Service: PDU Ealing and Hillingdon, PDU Redbridge and Waltham Forest (Ref: 7520)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#