Director Of Customer

We’re Arc Legal and we’re a specialist provider of ancillary insurance products. Part of the global AmTrust Financial group, we have more than 20 years’ of experience and as experts in our field, we are obsessed with delivering high quality ‘bespoke’ products and excellent customer service.

We are now recruiting for a dynamic Director of Customer to join the team, as we mobilise the next phase of our ambitious plans. This critical role will be based out of our Colchester office and take responsibility for developing and leading on the Customer Success Strategy.

As an experienced leader within a customer operations environment, you will be a strong people leader with the ability to guide and support your teams through change, ensuring a continued focus on strong customer outcomes. Your experience will include the management of different types of customer facing teams and you will have gained experience in either setting the strategy for the function, or playing an active role in strategy development.

In this role you will:

· Develop and implement a comprehensive customer success strategy aligned with Arc’s mission and objectives.

· Define key performance indicators (KPIs) for customer success and monito performance against these metrics.

· Lead, mentor, and manage the customer team, ensuring they are motivated and equipped with the necessary skills and knowledge.

· Establish feedback mechanisms to gather customer insights and use this information to drive product and service enhancements.

· Collaborate with product, underwriting, pricing, and business development teams to ensure customer feedback is incorporated into future developments.

Along with standard contractual benefits, such as 25 days holidays and pension, we offer:

• Hybrid working
• Up to 12 additional company days off each year
• A suite of insurance products as part of your standard benefits package

If you have experience in driving customer focussed performance, complemented by the development of a coherent and ambitious Customer Success Strategy, submit an application and we will be in touch!