Client Success Lead at Retail Insights

Retail Insights; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Retail Insights, a leading retail forum, is seeking a Client Success Leader to shape and execute their client success strategy. This role involves managing a high-performing team, optimizing processes, and driving growth in a rapidly expanding market. Ideal candidates will have a strong leadership background and a passion for fostering client relationships.

Benefits

Market-competitive compensation

Unlimited growth potential

Travel opportunities at overseas conferences

Transferable skills development through training

Inspiring and diverse work atmosphere

Qualifications

• 5+ years of leadership experience in high-growth environments.
• Proven success in scaling client success and operations.
• Strong analytical skills and commercial acumen.

Responsibilities

• Manage and mentor the client success team.
• Optimize processes to enhance customer satisfaction.
• Develop strategies for client onboarding and performance reporting.

Skills

Leadership

Project Management

Analytical Skills

Process Optimization

Client Success

Job description

Retail Insights is Northern Europe’s leading retail forum. We are strengthening the retail ecosystem by building a platform for insights, inspiration, and networking, connecting more than 3,000 leaders yearly from over 15 countries.

Retail Insights is part of United Media (https://www.united-media.com/), which focuses on building large-scale industry media and conference products in sectors such as insurance, HR, private equity, and retail. To date, we have organically launched 8 media companies and acquired one.

Context for the Role

You’ll have the opportunity to shape and execute the company’s client success strategy, collaborate with talented teams, and make a tangible impact on the company's success. With a rapidly expanding market presence, this role offers both challenges and rewards, including leading a high-performing team and influencing the company's growth. If you are passionate about scaling a business and being part of a forward-thinking company, this is the perfect time to join and make your mark.

You will report directly to the Founder / CEO in this newly created position, tasked with scaling the client success and operations departments, and impacting all areas of the business during this exciting early growth stage. You will be an integral part of the management team, working closely with the founders and responsible for:

Responsibilities

As a key member of the leadership team, you will be accountable for delivering value to all clients. Your team will handle onboarding new clients, managing delivery processes, and reporting performance to clients. This role is critical for the company's continued growth and success.

• Team Leadership: Manage, grow, and mentor the client success team, fostering a collaborative, top-performing, and innovative work environment. Set clear goals and evaluate team performance.
• Growth Focus: Enable exponential growth by prioritizing customer success and their satisfaction.
• People Management: Implement best practices in people management and cultivate a team spirit to scale and internationalize functions across all markets.
• Process Optimization: Build and harmonize cross-departmental processes to maximize efficiency and customer satisfaction.
• User Journey: Collaborate closely with the organization to create an exceptional end-to-end user experience based on a product-led approach.

Requirements

• 5+ years of leadership experience in fast-paced, high-growth environments.
• Strong project management, process creation, and prioritization skills.
• Proven success in leading and scaling functions such as client success, operations, sales, or international expansion in a startup context.
• Experience in client success and business operations within a high-growth business.
• Strong analytical skills, proficiency with relevant tools, and commercial acumen.
• Experience applying automation to scale operations.
• A passion for leadership—coaching, mentoring, and creating a positive, high-performance culture.
• Track record of expanding client success functions and supporting revenue growth.

What the company offers

A unique opportunity to own client success in a rapidly growing, ambitious company. We offer:

• The chance to make a tangible impact through operational experience in a startup environment.
• An inspiring, diverse, motivated, and international work atmosphere.
• Unlimited growth potential with a strong internal promotion track record.
• Market-competitive compensation.
• Travel opportunities at our overseas conferences.
• Transferable skills development through experience and training.

Start date

Flexible

Monday - Friday in-office work; remote work not available.

Application process

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In your opinion, what are the key components of fostering strong, long-lasting relationships with clients? (List 3) *

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