Head of Customer Success

Consilium are hugely excited to be supporting Darwin Group, a leader in the delivery of modular construction solutions to the Healthcare construction sector. They are seeking an additional Head of Customer Success on a full-time and permanent basis, focused on project managing a team of specialist disciplines to provide the very best client delivery experience.
Commutable from: Telford, Shrewsbury, Wolverhampton, Stafford, Birmingham, Worcester (fantastic head office premises a 2-minute walk from Telford Central station)
Salary: £ Negotiable + Annual Bonus + 5% ER Pension Contribution + 35 Days Holiday + Private Health Care + Life Insurance (x3 Salary) + £ 5,700 p.a. Car Allowance
Future Equity involvement (share options) within a 12-month period is a highly attractive element of this role
The Role
Darwin Group is the UK‘s leading offsite main contractor for the Healthcare Sector, delivering unique design and build construction projects that are delivered in half the time compared with traditional construction methods. They offer a complete turnkey solution, owning all stages of the design and build process through their in-house team of more than 150 design and construction specialists.
Darwin Group is a family-owned business that is rapidly growing. They have been ranked in the top 1000 of Europe`s Fastest-Growing Companies in 2022 by the Financial Times. Development and wellbeing of their employees is at the forefront of what they do and, with Darwin Group expanding, this is a hugely exciting time to join them to take advantage of future progression opportunities.
The Group have just acquired new headquarters at Telford Plaza, a 2-minute walk from Telford Central train station and central to the shopping centre, bars/restaurants and leisure facilities. The offices are being fully re-fitted to create a first-class workspace with a purpose-built staff hub for downtime.
Following a recent private-equity investment, this role also comes with the highly attractive opportunity to become a share-option holder within a 12-month period, providing significant financial benefit.
The Person
This role is ideal for someone coming from a fast-paced project management environment where customer success is at the forefront of everything they do. The successful candidate will be intelligent, ruthlessly organised, a first-class communicator, an excellent team-player and someone who embraces a culture of pride in success.
Previous experience in construction or leadership roles is not a pre-requisite; some experience in project management into the healthcare sector would be beneficial but not a necessity. A desire to succeed, ambition, emotional intelligence and personality attributes are the most important drivers in making this role a success.
The successful hire will also:

• Demonstrate the ability to meticulously plan and follow-up on delivery of key workstreams and programme milestones via their team of delivery specialists
• Possess excellent communication skills (both written and spoken) with the ability to quickly build rapport and understand when a situation requires careful management

• Have the ability to direct and support a team, and to work alongside the team where situations arise that require it
• Be able to travel to meet a client when technology is not a suitable alternative, and will use that time to build and leverage those client relationships

The Role
Your team will be comprised of specialist disciplines (design, commercial, delivery) who will understand the complex elements of project delivery. Your role is to ensure these are successfully coordinated, communicated and delivered to ensure client relationship remains strong.
Key responsibilities include:

• Ensuring project execution plans are developed and followed by the team, with key milestone dates agreed at the outset and regularly reviewed
• Task managing direct reports against the project execution plans to ensure milestones are met, or are known about early when they will not be
• Ensure any potential issues are flagged early by your team, and are then worked through methodically to prevent them becoming a bigger future problem
• Ensuring the client is kept informed with a communication style suits the nuance of the situation and your understanding of the client personality
• Ensuring that client changes are captured and dealt with through the team effectively and efficiently
• Ensuring that any submission to the client is issued correctly and to your own high standards of presentation
• Supporting, encouraging and generally leading the team through your actions and drive for perfection

To apply for the role, please contact Ben Cottriall with a current CV. Informal discussions are naturally welcomed for the role, please feel free to contact Consilium to learn more about this exciting opportunity.