Head of Customer Service

Allica Bank

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.   Department Description Our vision is to reimagine Relationship Banking for established SMEs, through the very best people, products and digital tools. Allica’s Relationship Management team was formed in 2022 and continues to grow at pace, providing established SME customers with expert human relationships alongside modern banking technology. The team supports customers with lending, current accounts, savings, asset finance and working capital facilities, while building deep local relationships with SME customers, trusted professional advisers and business communities. The Regional Lead opportunity is one of four new dedicated leadership roles, and will be instrumental in driving the next phase of growth in our Direct to Customer channel.   Role Description The Regional Lead will be accountable for the strategy, leadership, performance and risk outcomes of a defined Direct Relationship Management region, leading a team of Relationship Managers (portfolio Relationship Managers and Business Development focused Hunters) to deliver against the business plan and regional OKRs, contributing to outstanding customer outcomes and the overall success of the D2C channel. This is a dedicated senior leadership role within the D2C channel and will combine clear commercial accountability with performance management and coaching, local go-to-market strategy, risk oversight and cross-team collaboration. The successful candidate will use data, market insight and local knowledge to identify opportunities and performance issues, agree strategic and tactical actions to ensure the region consistently delivers strong customer, commercial, colleague and risk outcomes. The Regional Lead will play an active role in shaping the wider D2C channel, working closely with the Head of Relationship Management and other senior stakeholders to further develop the channel, recommend improvements, share best practice and support execution of channel and bank-wide initiatives.   Principal Accountabilities * Lead, develop and performance manage a high-performing regional team of Relationship Managers, creating a strong and meaningful operating rhythm, clear objectives and a culture of accountability, pace and continuous improvement. * Own delivery of the region’s commercial plan to deliver against all agreed commercial targets. * Prepare and present clear performance updates, regional plans and recommendations to the Head of Relationship Management and other senior stakeholders, demonstrating strong judgement, data-led decision making and ownership of outcomes. * Use regional performance data, pipeline insight, CRM activity and local market knowledge to drive timely actions to maximise regional performance. * Provide hands-on leadership, coaching and support to colleagues across the region, including regular one-to-ones, pipeline reviews, performance interventions, development planning and sharing of best practice. * Lead the development and execution of the region’s local business development strategy, ensuring Relationship Managers and Hunters build strong local networks with established SMEs, accountants, solicitors, business groups and other trusted professional advisers in the non-paid channel. * Drive Allica’s ambition to be Most Recommended Bank for ESMEs’s in the region, supporting customer, prospect and adviser relationships where appropriate and ensuring the Bank is known locally for speed, expertise, professionalism and outstanding service. * Be accountable for risk performance within the region, ensuring all required risk and control activities are completed to the required standard and in line with Allica’s risk appetite and policies. * Support the continued development of the D2C operating model, actively seeking opportunities to grow and recommend scalable ways of working as the channel grows. * It is expected that you will lead, nurture and coach your team, role modelling Allica’s culture and values at all times, and ensuring these are consistently reflected in the way your team operates. * Work closely with internal teams and stakeholders to ensure a seamless customer and colleague experience and to maximise opportunities across the Bank.   Personal Attributes & Experience * A proven senior commercial leader with experience leading, developing and performance managing high-performing relationship management, business development or sales teams, in a regional leadership environment or similar. * Strong understanding of SME banking and commercial lending, including relationship-led origination in non-paid channels, credit assessment, facility structuring, portfolio management and ongoing risk management. * Demonstrable track record of exceeding commercial objectives while maintaining high standards of customer service, risk management, conduct and colleague engagement. * Evidence of strong career progression and outperformance, with a clear track record of going beyond the core role to improve teams, processes, customer outcomes or business performance. * A practical, hands-on and resilient leader who is comfortable operating at pace, getting into the detail, solving problems, making decisions and taking ownership of outcomes. * Ability to design and execute local business development strategies that are strongly aligned to commercial goals, customer need and Allica’s risk appetite. * Excellent forecasting, CRM and reporting skills, with the ability to translate MI into focused action, coaching priorities and practical improvements. * Strong people leadership capability, including the ability to hire, coach, develop, challenge and retain talented colleagues, and to create a high-performance environment where people know what is expected and are supported to succeed. * Excellent interpersonal, communication and influencing skills, with the credibility to represent Allica with customers, prospects, advisers, colleagues and stakeholders. * A strong external market perspective, including an understanding of local SME communities, professional adviser networks, competitor activity and wider macro issues impacting SMEs * Strong alignment to Allica’s values, with the judgement, integrity and energy to lead by example and help build the next phase of the Direct Relationship Management channel. #LI-Remote #LI-AD1 Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: * Full onboarding support and continued development opportunities * Options for flexible working * Regular social activities * Pension contributions * Discretionary bonus scheme * Private health cover * Life assurance * Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.

Attio

Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A. We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized by the frontier. If you want to do the best work of your career, this is the right place. ABOUT THE ROLE Our Customer Success team is integral to how we build, grow, and deliver value. We help customers adopt Attio quickly, integrate it smoothly, and unlock lasting impact. With technical fluency and deep empathy, we guide teams through complex use cases, share insights that shape the product, and turn great onboarding into long-term success. We’re looking for a Solutions Engineer who’s thoughtful, resourceful, and resilient — and wants to help reinvent how millions of people work. WHAT YOU'LL DO * Work directly and independently with Attio’s new customers via video call, email, and live chat to ensure their success with Attio * Design and develop programs to support customer onboarding at scale e.g., user guides, documentation, onboarding emails, office hours * Identify accounts where there is opportunity to expand Attio’s impact and footprint, and collaborate with Sales and Customer Success teams to nurture that growth * Work collaboratively with internal teams (e.g., support or engineering) to address and resolve customers' product issues * Gather client feedback and insights to contribute to the continuous improvement of the Attio product WHAT YOU'LL BRING * Direct customer-facing experience deploying, selling, or managing complex products or services * Customer-facing experience solving business problems with technology * Experience in designing and explaining solutions using SaaS concepts like APIs and JSON, and integrating systems using code or iPaaS solutions like Zapier, Tray.ai, IFTTT, etc. * Some professional or academic experience with 1 programming or query language (Javascript, Python, SQL) * Ability to work independently in an unstructured, fast paced, environment with shifting priorities WHAT DOES THE HIRING PROCESS LOOK LIKE? Our hiring process is designed to help us identify people with critical thinking and analytical problem solving abilities. We will test for excellent customer communication skills and your technical level, in search of no-code experts, basic programming skills and people who are comfortable with APIs and JSON. 1. 30-minute introductory phone call with a member of our Talent team 2. 30-minute interview with our Head of Customer Success 3. 45-minute technical case interview 4. Two 30-minute interviews with relevant stakeholders and Mock Demo exercise 5. 30-minute closing conversation with our CEO 6. Offer stage

CUBE

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.    Why us? 🌍 CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world’s top financial institutions globally. 🚀 In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We’re a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don’t just keep up we stay ahead. 🌱 We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our “make it happen” culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. 🌐 With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success. 💡 We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance. PURPOSE This is a pivotal player-coach role at a high-growth stage in CUBE’s journey. It has two defining elements: first, you will personally own and run CUBE’s enterprise ABM programme, hands-on; second, you will lead the wider growth marketing team and carry full accountability for CUBE’s growth targets - demand generation, brand awareness, and revenue marketing-. You will lead a high-performing team of three marketers and work in close partnership with the CMO and Product Marketing to sharpen CUBE’s positioning, enter new markets, and deepen our footprint in existing ones. This is emphatically not a role for someone who wants to manage from a distance. We want a doer as much as a leader - someone who sets direction and inspires their team, but is equally happy to get into the detail and deliver the work themselves. KEY RESPONSIBILITIES: ACCOUNT-BASED MARKETING (ABM) * Own and run the ABM programme hands-on, working directly with Sales on target account selection and building the bespoke engagement plans yourself. * Work directly with the Chief Customer Officer and Exec Heads of Customer to design and run ABM programs within key customers. * Build and execute a data-led approach to ABM that blends intent data, personalised content, and multi-channel outreach to accelerate deals in enterprise accounts. * Act as the team’s in-house ABM expert - setting best practice, coaching the wider team on what works, and continuously raising the bar on account penetration and engagement quality. STRATEGY & REVENUE MARKETING * Own the end-to-end growth marketing strategy, from awareness through to pipeline and closed revenue, ensuring every programme is tied to measurable business outcomes. * Design and execute integrated marketing campaigns across key customer segments and verticals that drive quality pipeline -- not just volume. * Work with the Marketing Ops lead to define the metrics that matter: MQLs, SQLs, pipeline contribution, velocity, and revenue influence, and hold the team accountable to them. * Work with Sales leadership to ensure tight alignment between marketing activity and revenue targets, maintaining a shared view of the funnel. MARKET EXPANSION * Lead marketing efforts to enter new geographic and vertical markets, developing go-to-market plans in collaboration with the CMO and Product Marketing. * Identify the right customer segments, channels, and messages to drive awareness and demand in markets where CUBE is less established. * Build scalable programmes that can grow with the business, ensuring new market entry is structured, insight-led, and commercially focused. BRAND AWARENESS & POSITIONING * Elevate CUBE’s brand in target markets, ensuring consistent, compelling messaging that clearly articulates the value we deliver to financial institutions. * Partner with Product Marketing to translate CUBE’s capabilities into customer-facing narratives that resonate with buyers across different verticals and geographies. * Ensure all growth marketing activity reinforces and advances CUBE’s market positioning -- not just generating noise, but building genuine brand equity. CUSTOMER MARKETING & RETENTION * Work with the Customer Marketing Manager to build programmes that expand CUBE’s footprint within existing accounts, driving upsell, cross-sell, and renewal. * Ensure customer marketing activity contributes meaningfully to net revenue retention, working closely with Customer Success and Sales on joined-up plans. * Leverage customer stories, advocacy, and community to build social proof and support new business efforts. EVENTS & FIELD MARKETING * Oversee CUBE’s events strategy led by the Events Lead, ensuring we show up in the right places with the right presence and a clear commercial purpose. * Set clear ROI expectations for events investment and build the measurement framework to hold the programme accountable. * Ensure events are integrated with wider campaigns, not standalone activities, driving follow-up and pipeline from every touchpoint. TEAM LEADERSHIP * Lead, develop, and inspire a team of three: Senior Growth Marketing Manager (New Logos), Customer Marketing Manager, and Events Lead. * Foster a culture of curiosity, experimentation, and accountability -- a team that tests, learns, and scales what works. * Support each team member’s professional growth with clear goals, regular feedback, and stretch opportunities. SKILLS & COMPETENCIES * Significant experience in B2B growth or demand generation marketing, ideally within SaaS, fintech, or financial services. * Proven track record of building and leading high-performing marketing teams that deliver measurable pipeline and revenue contribution. * Deep hands-on ABM expertise -- you can personally build and run enterprise ABM programmes end-to-end, and coach a team to deliver alongside you. * Experience working across multiple customer segments and verticals, with an understanding of how to tailor messaging and channels accordingly. * Track record of successful market expansion, either into new geographies or new industry verticals. * Experience working in close alignment with Sales, ideally in an organisation with a complex or enterprise-oriented sales motion. Interested? If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE. CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.