Head of Customer Response (Digital Transformation)

OnBuy, Manchester, England, United Kingdom

OnBuy is an online marketplace on a mission to be the best choice for every customer, everywhere. We were recently named one of the UK’s fastest‑growing tech companies on the Sunday Times 100 Tech list.

Working at OnBuy

We are a team of driven, motivated people who thrive in a fast‑paced environment. Success here means taking charge, owning your responsibilities, and staying focused and ruthless in prioritisation while thriving amid constant change.

At OnBuy you are more than a number—your voice can shape meaningful change. You’ll grow alongside the company as we evolve.

About the Role

The Head of Customer Response leads a world‑class customer support function that delivers fast, empathetic, and consistent outcomes. The role drives efficiency and continuous improvement through technology, data, and process excellence while protecting and elevating the buyer and seller experience at scale.

Key Responsibilities

• Own customer support strategy across buyers and sellers
• Lead multidisciplinary teams through buyer escalations, seller support queries, and implementation of the Risk Management governance framework
• Ensure consistent resolution quality, tone of voice, and policy adherence

Operational Transformation

• Lead the evolution of customer support into a proactive, AI‑augmented function
• Architect scalable support systems that reduce manual intervention and improve resolution speed
• Embed automation and predictive analytics into support workflows to eliminate recurring issues
• Deliver performance to SLA and quality standards
• Build and mature operational frameworks, playbooks, and escalation pathways
• Partner with Technology to identify and fix systemic root causes

Customer Advocacy & Insights

• Act as a champion of the buyer and seller internally, surfacing trends and insights
• Work with Product Owners to feed prioritised improvements into the long‑term roadmap, including AI tools and self‑serve capabilities
• Build quarterly insights and feedback loops across the business anchored in customer feedback

Team & Culture Leadership

• Coach, empower, and develop leaders and teams
• Set clear goals, rhythms, and operational reporting
• Foster a culture of accountability, learning, and high performance

Risk & Compliance

• Ensure compliance with platform policies and regulatory obligations
• Manage complex and high‑risk escalations
• Work closely with Risk team to protect customers and brand

Requirements

• Proven leadership in scaling customer operations through digital transformation, preferably in e‑commerce or marketplace environments
• Track record scaling support teams in high‑growth or complex settings
• Experience implementing support tech including CRM systems, automation, and AI tooling
• Strong cross‑functional leadership with Product, Tech, Risk, and Legal
• Customer‑obsessed with strong problem‑solving and operational rigour
• Data‑driven decision making and reporting capability
• Excellent communication, stakeholder influence, and crisis management skills
• Ability to inspire, coach, and develop customer‑focused teams

Benefits

The salary for this role is up to £80,000 depending on experience.

We also offer the following benefits:

• Company equity – you own a piece of the business as we grow
• 25 days annual leave + Bank Holidays
• 1 extra day off for your birthday
• Employee Assistance Programme
• Perks at Work benefit platform
• Opportunities for career development and progression

Our Commitment

OnBuy is an equal‑opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

This role will be hybrid, with working from either our Bournemouth or Manchester offices.