Head of Customer Support & Marketing
Ainscough Crane Hire
Lead and strategize customer support, internal sales, and marketing to drive service excellence
13 days ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Standish, England, United Kingdom
Hybrid
Company Size
1,100 Employees
Service Specialisms
Design & Capability
Crane Hire & Equipment Rental
Contract Lifts
Complex Contract Lifts
Heavy Lifts
Emergency Response Services
Shutdown Management
Turnkey Services
Sector Specialisms
Infrastructure
Construction
Industrial
Petrochemical
Oil & Gas
Power Generation
Emergency Response
Manufacturing
Role
What you would be doing
erp pricing
customer experience
marketing strategy
sla management
budget forecasting
tech support
- Oversee the Commercial Support function, ensuring accurate pricing for large crane projects and effective management of agreed pricing structures within the ERP system (MSD365 Finance & Operations).
- Lead customer experience initiatives, embedding customer journey mapping, complaint handling, and satisfaction measurement (NPS, CSAT, CX, CES).
- Ensure the marketing plan is updated, carrying out twice monthly reviews with the marketing team & a monthly review with the sales directors.
- Provide leadership and strategic direction for the Customer Support Centre, Internal sales, Marketing, and Commercial Support functions (c.24 FTEs). Reviewing and implementing customer support centre & marketing strategies, plans and processes.
- Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.
- Create, support and deliver continuous improvement initiatives within the team.
- Act as a member of the Senior Leadership Team, working in partnership with Executive colleagues to deliver business objectives.
- Formalise, embed and audit agreed performance SLA's for response times, efficiency, accuracy and quality. (core KPI's), ensuring all relevant communications, records and data are updated and recorded in line with agreed processes. Recording statistics and performance levels of the Customer Support Team and preparing reports for Sales Director.
- Oversee all marketing activities including content creation and approval. Working with stakeholders to develop and deliver strategic marketing plans, ensuring campaigns align with wider sales and business objectives.
- Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.
- Liaising with Area Operations/Planning Managers/Depot managers and hire desk controllers to gather information and resolve issues.
- To contribute to the recruitment, induction and training of customer Support team members based on the criteria agreed by senior management.
- Carryout 1-2-1 performance & development reviews with direct reports and ensuring objectives are set and achieved. Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate
- Support CS technology programmes as required, including roll and training needs
- Manage departmental budgets, forecasting, and KPI delivery across support, internal sales, and marketing functions.
- Support Regional Sales Managers with the induction of new Area Sales Managers
What you bring
crm
erp
leadership
problem solving
commercial acumen
digital marketing
- Commercial experience in pricing strategy, sales planning, and marketing campaign alignment.
- Strong track record of delivering customer satisfaction improvements and embedding customer-first culture.
- Achievement of departmental KPIs across service, sales, and marketing.
- Ability to lead change and embed cultural and operational improvements.
- Excellent problem-solving skills
- Customer satisfaction and complaint resolution performance.
- Strong commercial acumen with ability to influence at executive level.
- Proven leadership of multi-functional teams within customer support, inbound sales, telemarketing, and marketing.
- Strategic marketing experience, including digital, communications, and ROI analysis.
- Excellent leadership, coaching, and team development skills.
- Advanced analytical and reporting capability with CRM and ERP systems.
- Highly organised and able to manage multiple projects simultaneously.
- Strong communication, presentation, and relationship-building skills.
- Marketing campaign effectiveness and lead generation ROI.
- Health & Travel Insurance Cover
- Group life assurance 3 x basic salary
- Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
- Company Pension
- Company Car / Car Allowance
- Bi-Annual retention bonus
- Access to the Ainscough Advantage (People Value) benefits platform
- 24 days annual leave plus an additional day at 2 years service, 5 years service and 10 years service
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1976
Year Founded
The company was established in Wigan in 1976.
400+ Cranes
Fleet Size
Operates over 400 cranes across 30 depots nationwide.
800-tonne lifts
Lifting Capacity
Capable of handling heavy lifts up to 800 tonnes.
2022
Carbon-Neutral
Achieved carbon neutrality in April 2022 with a full HVO fleet transition.
- Grew from a family-run crane hire firm into the UK’s largest national lifting services provider.
- Tackles projects from urban tower lifts to complex operations.
- Pioneered roles like the Contract Lift Manager and uses CAD, BIM, and advanced lift simulations for planning.
- Fleet features mobile, all-terrain, crawler, heavy, and mobile-tower cranes, supporting urban, industrial, infrastructure, and energy sectors.
- Completed standout projects such as weekend M25 bridge installations and rail possessions under tight deadlines.
- Innovates with high-spec Liebherr cranes equipped with safety alarms, self-erecting electric towers, and Stage V engines.
- Uses advanced IT systems to track crane usage, operator performance, and enable remote planning, boosting safety and efficiency.
- Teamwork: We work collaboratively as a multidisciplinary team across our business and with our clients
- No Nonsense: We keep things simple and aim for clarity in how we act and how we communicate
- Attention to Detail: Our attention to detail underpins safety and quality across all our activities
- Hard Work: Our team works hard to ensure we deliver on every promise and every project milestone
- Fairness: We believe in operating with integrity and behaving fairly towards our team, our clients, and our supply chain partners
April 2022
Carbon-neutral status achieved
The company achieved carbon-neutral status across its operations, including all cranes and HGVs.
90% COâ‚‚ reduction
HVO fuel benefits
HVO fuel significantly reduces emissions, contributing to the company's sustainability goals.
15,000 tonnes COâ‚‚ saved
Annual COâ‚‚ savings
The company saves approximately 15,000 tonnes of COâ‚‚ annually through the use of HVO fuel.
2025 net-zero target
Net-zero commitment
The company aims to achieve full net-zero operations by 2025.
- Increased deployment of Stage V engines, hybrid cranes, reduced red-diesel use, renewable-powered depots, smart lighting and heating upgrades
- 5% additional COâ‚‚ reduction from energy-saving initiatives; remaining ~5% via UK-based carbon offsetting
- Scope 1 & 2 carbon neutral verified; customer portal tracks lift-by-lift emissions and Scope 3 reduction support via efficient fleet and planning
Kablio AIIf you're someone who helps build and power the world (or dreams to), Kablio AI is your pocket-sized recruiter that gets you hired.
Copyright © 2025 Kablio