Head of Customer Design

The Customer Design team, a branch of the MOO Creative Department, is a group of highly talented and efficient graphic designers primarily tasked with servicing our valuable Business Customers. Beyond customer design support, the team also plays a key role in executing collaborations and developing sales enablement materials, ensuring our internal marketing and sales teams are equipped with compelling, brand-aligned creative that drives engagement and business growth.

MOO is seeking an experienced creative and operational leader to oversee and scale our Customer Design sub-function, ensuring the team delivers high-quality, efficient, and commercially impactful creative solutions across Managed Services work, MOO collaborations, and sales enablement initiatives. As demand for customized design support continues to grow, this role is responsible for building the robust infrastructure and rigorous workflow management required to meet growing volumes without compromising quality. The Head of Customer Design is a critical driver of business value, directly influencing revenue growth by positioning Customer Design as a reliable, strategic, and high-impact partner to Sales, Marketing, and Creative teams.

This is an exciting opportunity in our Capetown hub for a senior creative leader to shape the vision and direction of our Customer Design sub-function, leading a large team to deliver high-quality creative solutions that support business growth and customer success. This role requires strong strategic thinking, operational excellence, and an expert creative eye, along with proven experience leading senior talent and driving cross-functional initiatives. The ideal candidate will confidently lead complex projects, optimize workflows, and partner closely with Sales, Marketing, and Creative teams to deliver impactful customer design solutions, MOO collaborations, and sales enablement materials.

Please note to cover our US clients the hours for this role are from 11am-7:30pm SAST to cover overlap with our UK and US Partners.

• Lead and scale the Customer Design sub-function, setting the strategic direction for the department to support business growth, customer experience, and revenue-driving initiatives across Managed Services.
• Oversee short- and long-term department planning, ensuring effective time management, resource allocation, and prioritization across customer projects, MOO collaborations, and sales enablement initiatives.
• Drive operational excellence across the team, establishing workflows, systems, and processes that improve efficiency, visibility, and turnaround times while maintaining exceptional creative quality.
• Maintain expert-level technical knowledge, evaluating, implementing, and optimizing new tools, platforms, and technologies that enhance team productivity, streamline workflows, and future-proof department capabilities.
• Champion creative excellence, applying an expert aesthetic eye to review and approve high-visibility, complex, or unique creative work, ensuring all outputs meet brand standards and customer expectations.
• Provide clear, constructive feedback, delivering and facilitating creative and performance feedback across internal teams, external partners, and senior stakeholders; actively action feedback loops to continuously improve quality and collaboration.
• Partner cross-functionally with Sales, Marketing, and Creative teams to develop high-impact sales enablement and GTM materials that support pipeline growth and customer acquisition.
• Oversee the creative execution of MOO collaborations, managing design direction, timelines, and approvals to ensure collaboration launches meet brand standards, partner expectations, and commercial goals.
• Manage complex and high-priority projects, like RFP's, providing leadership oversight on unique customer work that requires senior-level judgment and creative problem solving.
• Directly manage and mentor senior graphic designers, fostering growth, accountability, and performance, with a focus on developing future leaders.
• Build and sustain a high-performing team culture, promoting collaboration, curiosity, innovation, and continuous improvement across all levels of the department.
• Establish performance standards and success metrics, tracking team output, quality, SLA, and impact to ensure alignment with departmental and company-wide objectives.
• Represent the Customer Design sub-function at a leadership level, communicating priorities, progress, risks, and opportunities to senior stakeholders and influencing cross-functional decision-making.

• Quickly identifies root causes and implements scalable solutions to operational and creative challenges.
• Navigates complex situations with confidence and sound judgment.
• Balances creative quality with efficiency when resolving competing demands.
• Expert knowledge and experience with Adobe Creative Cloud (Indesign, Illustrator, Photoshop)
• Makes timely, confident decisions with limited information when needed.
• Exercises strong creative judgment when approving design work.
• Considers long term impact alongside immediate business needs, while always keeping the customer front of mind.
• Prioritises effectively across customer work and other commercial initiatives.
• Builds and maintains efficient workflows and processes that support consistent, high-quality delivery.
• Builds and analyzes team performance reporting with the ability to anticipate trends in demand and proactively adjust resources and timelines.
• Develops senior team members through clear expectations, actionable feedback, and ongoing support.
• Creates an environment where feedback is encouraged, constructive, and regularly applied.
• Identifies growth opportunities and actively supports career progression across the team.
• Holds team members accountable while fostering trust and encouragement" Good coach and mentor
• Defines and communicates clear, actionable objectives for the team
• Connects the team's daily work to broader commercial and customer outcomes.
• Champions innovation, including the responsible use of AI, and continuous improvement across tools, workflows, and capabilities.
• Ability to confidently lead, inspire and mentor a department - setting clear expectations, challenging ideas, and encouraging creative experimentation Empowering the team, does not micromanage
• Self-motivated, team player and collaborative cross-functional partner
• Ability to foster growth through weekly 121's, skip-level conversations, performance reviews, constructive feedback, and advocacy for career development opportunities
• Ability to anticipate, design, and execute change management that ensure long-term operational success
• Relevant design degree or equivelent experience in a creative leadership or creative operations role
• 3+ years of people management experience required
• Portfolio required

• Customer service experience preferred
• Experience with (or similar project management tools) preferred