Head of Customer Success (C)

We are partnering with our client in the O&G industry in their hiring of their Head of Customer Success (2-Year Renewable Contract) to own end-to-end customer engagement agenda serving as the key person of contact to clients. This role goes beyond service delivery as you will be driving customer value retention cost efficiency and long-term partnership growth by aligning customer programs with operational and commercial strategies.

This role will lead a high-performing team of account managers program planners and logistics specialists to manage complex customer portfolios & will require someone strong in service excellence to strengthen customer relationships.

Responsibilities:

Commercial & Customer Leadership

• Serve as the senior escalation point and trusted advisor to strategic customers shaping long-term partnerships and commercial outcomes
• Partner closely with Commercial and Operations teams to align customer commitments service capabilities and growth priorities
• Empower account managers to build deep influential relationships with customer stakeholders and third parties
• Lead structured customer business reviews to uncover growth opportunities operational improvements and cost optimisation initiatives

Customer Performance & Value Creation

• Own customer performance metrics (e.g. service KPIs NPS cost-to-serve) driving continuous improvement and measurable customer value
• Champion service recovery excellence ensuring issues are resolved decisively and root causes are eliminated
• Actively track improvement initiatives and ensure effectiveness of corrective and preventive actions
• Continuously refine the customer success strategy through Voice of Customer and Voice of Business insights

Operational & Cross-Functional Alignment

• Provide leadership and clarity during planning conflicts disruptions or service challenges
• Facilitate strong cross-functional collaboration across Commercial Operations and other stakeholders
• Lead quality operational review and preview forums to anticipate risks and align execution plans
• Ensure consistent high-quality service delivery across all customer touchpoints

External Representation & Industry Engagement

• Represent the company with key external stakeholders including government regulatory authorities and industry partners
• Participate in global and regional forums as a business partner representing customer and business interests
• Contribute to supply chain innovation regulatory discussions and initiatives

People & Organisational Leadership

• Build develop and inspire a customer-centric commercially minded team culture
• Drive organisational maturity through talent development disciplined execution and systemised processes
• Set clear short-term and long-term goals aligned to customer success and commercial strategy
• Foster strong employee engagement and proactively manage employee relations within the function
• Conduct regular performance reviews and development planning to build a strong leadership pipeline

Requirements

• Degree in Supply Chain Business or a related discipline
• Minimum 10 years of B2B leadership experience within Oil & Gas or complex industrial environments
• Strong strategic and commercial mindset with the ability to influence senior stakeholders
• Proven leadership in customer-facing cross-functional environments
• Ability to operate calmly and decisively in fast-paced high-stakes situations
• Strong analytical capability with a sharp eye for detail and performance optimisation
• Exceptional communication and presentation skills
• Customer- and results-driven with high integrity and resilience