Head of Production

OverviewAbout NurturNurtur Ltd is a leader in MarTech and PropTech solutions, delivering SaaS products and digital marketing services that help businesses grow through smarter customer engagement and data-driven marketing strategies. Our platform enables clients to connect with their audiences through CRM, automated campaigns, lead generation, reputation management, and multi-channel communication tools. With innovation at our core, we support industries such as estate agency, mortgage broking, and wider service-led businesses in maximising their digital marketing performance. Learn more at nurtur.tech.

Role OverviewThe Head of Production is responsible for leading the end-to-end delivery of customer products, ensuring that the Onboarding team can successfully implement and transition customers to live service at the highest standard. This role oversees Production, Quality Assurance (QA), and Maintenance functions, ensuring alignment with business KPIs and customer expectations.

Additionally, the Head of Production manages the delivery of change requests from direct managed customer accounts, maintaining strong oversight of quality, timeliness, and customer satisfaction post-sale.

This is a senior leadership role requiring a strategic thinker with hands-on operational capability, excellent people leadership skills, and experience scaling production processes within a SaaS or digital-first business.

Key Responsibilities

Product Delivery and Enablement — Lead the production team to ensure products are fully set up and delivered to specification prior to onboarding.

Product Delivery and Enablement — Ensure the Onboarding team receives products in a ready-to-use state, enabling high-quality customer experiences.

Product Delivery and Enablement — Drive continuous improvement in delivery processes to achieve and exceed company KPIs.

Quality Assurance (QA)

Oversee the QA function, ensuring rigorous testing of all products prior to customer onboarding.

Implement robust QA standards, tools, and methodologies to maintain consistency and reliability.

Monitor error rates and drive initiatives to improve quality outcomes.

Maintenance and Change Requests

Manage the maintenance function handling incoming customer change requests post-sale.

Prioritise, allocate, and track change requests to ensure timely and accurate delivery.

Ensure processes are in place to manage volume efficiently whilst maintaining high customer satisfaction.

Managed Accounts Oversight

Maintain oversight of direct managed customer accounts for change request delivery.

Act as escalation point for key accounts requiring tailored support.

Work closely with Customer Success and Account Management teams to ensure client expectations are met and exceeded.

Leadership and Strategy

Build, manage, and develop high-performing Production, QA, and Maintenance teams.

Foster a culture of accountability, collaboration, and continuous improvement.

Report on delivery metrics and performance against KPIs to senior leadership.

Partner with Product, Sales, Engineering, and Customer Success to ensure seamless collaboration across the customer lifecycle.

Skills and Experience

Proven experience in production, operations, or delivery leadership within a SaaS or digital business.

Strong understanding of product delivery lifecycles, QA processes, and maintenance/change management.

Demonstrated ability to manage multiple teams and functions.

Excellent project management, prioritisation, and organisational skills.

Strong leadership capabilities with experience building and scaling teams.

Customer-focused mindset with a proven ability to deliver high standards of service.

Data-driven approach, comfortable working with KPIs and performance metrics.

Key Attributes

Strategic and operational balance — able to lead from the front whilst driving long-term improvements.

Detail-oriented with a commitment to quality.

Effective communicator across technical and non-technical stakeholders.

Adaptable, resilient, and solutions-oriented in a high-growth SaaS environment.

Success Measures

Products consistently delivered to enable smooth and efficient onboarding.

QA standards met with reduced error rates and improved customer outcomes.

Timely handling of maintenance requests and change management.

High satisfaction across managed accounts.

Achievement of business KPIs related to delivery, quality, and customer ..... full job details .....