• Head of Customer

    Job Locations UK-London
    Job ID
    # of Openings
    Business Entity
    Octopus Healthcare
    Octopus Healthcare
    Permanent Full-Time
  • Overview

    About Octopus Healthcare

    Octopus Healthcare’s mission is to transform healthcare, creating brilliant environments that improve people’s health and wellbeing, enabling a level of care you’d recommend to your loved ones.
    We are one of the UK’s leading healthcare investors, with a goal to double our funds under management from £1.5bn to £3bn over the next three years. We’re also a very different type of healthcare investor: we take a long-term, partnership approach, and invest across three core sectors of doctor’s surgeries, care homes and retirement living. We’re a team of 60 people and growing strongly.



    About the role

    We’re recruiting a Head of Customer to ensure we stay consistently connected with everyone that experiences us across the UK and Ireland. This person will be responsible for overseeing and enhancing all our customer interactions, whether the customers be tenants in buildings we own (like doctors), healthcare entrepreneurs, land owners, the NHS, advisors or the institutional investors in our funds. As well as heading up all things customer, you will also be responsible for Octopus Healthcare’s marketing and product management. The Head of Customer will report directly to the CEO of Octopus Healthcare, have budget responsibility, and manage two reports, being a marketing executive and a product manager (who is responsible for rolling out new customer-focussed technology across Octopus Healthcare). The Head of Customer will also link in with key Octopus group teams, such as group marketing/brand, public affairs/lobbying and public relations/media. In addition, the Head of Customer will manage key external supplier relationships (such as creative/design, PR, etc.).


    What you will do

    • Take responsibility for all of Octopus Healthcare’s customers, and their interactions with us.
    • Be a key strategic voice in building on the customer and marketing successes to date of Octopus Healthcare.
    • Maintain consistency through channels (including website, social media, brochures, reports, etc).
    • Oversee customer, marketing and product management, linking in with and working alongside group functions.
    • Transform our current systems and interactions to drive insights for the company.
    • Dive deep into the numbers and make data-driven process improvements.

    Who you are

    • A skilled leader. As a manager overseeing a team, you'll have big impact on culture.
    • You are passionate about guiding and developing teams to perform at the highest levels while maintaining an enjoyable atmosphere.
    • Curious, a quick learner and flexible.
    • You will have an interest in all things related to customer, marketing, brand, public relations, public affairs, media and technology.
    • A great communicator and stakeholder manager.
    • You will be able to strike the right tone and manage stakeholders across Octopus Healthcare, at Octopus group level, and externally.
    • Data-driven and analytical in mind-set. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
    • You will “get” social media, the impact this can have and how to manage it.
    • Collected and calm under pressure. You have superb organizational skills, integrity, and great follow-through on tasks.
    • A lover of process and optimisation. You're excited about the opportunity to transform customer interactions for the Octopus Healthcare community.
    • Passionate about healthcare. You will understand the difference that good healthcare makes in people’s lives, and be excited about our mission to transform healthcare.


    What you will need


    • Minimum 6 years of relevant customer / marketing experience. A preferred background in a healthcare, property or financial services company.
    • Proven track record of managing people with a demonstrated ability to effectively set team goals, develop people to their highest levels of performance, and lead your team. Leading by example with experience empowering a team to execute under pressure and tight deadlines.
    • High Emotional IQ to manage relationships with partners, influencers, and co-workers.
    • Prior experience with process optimisation and program/project management.
    • Data-driven decision mentality and sound business judgment through strong analytical thinking.
    • Comfortable in using technology and leveraging digital applications and media platforms
    • Strong planning and organizational skills; attention to detail and high standards


    Our Values 


    Be helpful

    Random acts of kindness make the workplace a better place. So, go out of your way to be helpful, and give people reasons to smile.


    Be straightforward
    Life is complicated enough. Don’t make it harder for yourself, or for others. Sometimes the simplest approach works wonders.


    Be bold
    Every great business started with a flash of inspiration. If you’ve got a great idea, don’t keep it to yourself.




    At Octopus, we recognise the importance of embracing diversity in order to create a high performance culture.








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