Head of Customer Adoption (f/m/d)

Purpose of Position

Reporting to the Managing Director, the Head of Customer Adoption leads the strategy for customers in the Adoption lifecycle stage (months 7–24 post-launch). Responsible for Silver, Gold, Platinum and Diamond commercial tier customers (approximately 1,300 programs), the role drives adoption of key tools, capabilities, and strategic growth levers to maximize customer value, engagement, and Gross Profit growth.

Leading two Teams comprising 2 Team leaders and approx. 12 supporting roles, the Head of Customer Adoption delivers proactive, data-led engagement, increases platform utilization, reactivates dormant programs, and creates a strong pipeline of customers ready to progress into the Expansion phase of the Customer Management Framework.

Please note that this role is for US based candidates only.

Key Tasks

• Lead the adoption strategy for Silver+ customers in the 7–24-month lifecycle stage.
• Drive adoption of key tools, capabilities, and growth levers to maximize customer value and GP.
• Lead and develop two Team Leaders and the Adoption team.
• Prioritize customer engagement and intervention activity using commercial opportunity, customer behavior, churn risk, and machine learning-d