Client Success Manager

Gain Theory; London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading consultancy in marketing effectiveness is seeking a Client Success Manager to enhance client satisfaction and retention. The role involves managing relationships, interpreting data insights, and collaborating with cross-functional teams to drive success for premier brands.

Benefits

Private medical insurance

Group Life assurance

Generous holiday entitlements

Birthdays off

Cycle to work Scheme

Qualifications

• Solid experience in project management and client relationship management.
• Deep understanding of Marketing Effectiveness and analytics industry.

Responsibilities

• Drive optimal client project processes for delivery and satisfaction.
• Deliver high-quality client materials in line with strategic objectives.
• Support client growth initiatives and new business pitches.

Skills

Project Management

Client Relationship Management

Data Analytics

Problem Solving

Communication

Job description

Client Success Manager required to work with multiple premier brands to provide first-class strategic client services. As a Client Success Manager, you will be the primary point of contact for our clients, ensuring they derive maximum value from our products/services. Your role will involve building strong relationships, understanding client needs, and facilitating successful outcomes to drive customer satisfaction and retention.

Role Description

The Client Success Manager will report to the Client Success Director and work closely with the client leadership team to ensure optimal delivery and satisfaction. The ideal candidate should have solid experience in project management, client relationship management, and data analytics.

The Client Success Manager should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively. They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues.

The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry and be up to date with the latest trends and developments. They should be able to interpret data and analytics insights and present them in a clear and concise manner to clients.

The Client Success Manager should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams.

Key Activities & Accountabilities

• Drive optimal client project processes for work delivery and client satisfaction.
• Deliver high-quality client materials in line with strategic objectives.
• Contribute to collaborative team learning and knowledge sharing to strengthen capabilities.
• Deliver in specific areas of client engagement and management as defined by client leadership.
• Support with client growth initiatives and new business pitches.
• Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction.
• Maintain a strong focus on the Marketing Effectiveness & analytics industry and those of our clients.

KPIs and Success Factors

• Client Satisfaction: Performance, Preference and Likelihood to Recommend
• Active Client Stakeholder #s
• Influence of Client Stakeholders
• Value Generated for Clients
• Client Advocacy (willingness to enter awards, provide references, awards)
• Average Annual Client Size
• Client Success Employee Satisfaction

Critical Capabilities

• Data and analytical interpretation skills to bring GT insights to life for a client audience.
• Proficient in supporting project and client relationship management.
• Knowledgeable in SOW oversight and risk management practices.
• Committed to supporting quality assurance and best practice adherence.
• Effective communication and interpersonal skills to aid team collaboration.
• Strategic assistance in financial analysis for client budgeting and profitability insights.
• Lives and breathes Gain Theory values.

Key Relationships

• Clients, Client Success Group
• Data, Analytics and Operations Practice Areas, New Business and Strategy

What you can expect:

• Your opportunity to work with some of the most respected brands across the world.
• Opportunities to accelerate your learning, development, and career growth, through best-in-class learning, training, and development tools, resources, and opportunities.
• Recognition & Reward for colleagues that go above and beyond in living our values.
• Hybrid working that works for everyone.
• Best-in-class, colleague-led Employee Resources Groups (ERGs) – like Roots, SoCo, Lumena, SpoCo, CSR – who run lead events and activities throughout the year.
• Fantastic social events, Inclusion & Diversity activities throughout the year.
• Private medical insurance.
• Group Life assurance.
• Market-leading family-friendly policies.
• Generous holiday entitlements.
• Birthdays off.
• Additional days off between Christmas and New Year, so colleagues can spend quality time with their loved ones.
• Generous Refer a Friend Scheme.
• Season Ticket Loans.
• Cycle to work Scheme.
• In addition, being part of VML and WPP means we have access to incredible discounts with 100’s of leading retailers and much more, including best-in-class learning & development programmes, growth opportunities, and thought leadership.

Who we are & what we do:

Gain Theory is a leading global marketing effectiveness and foresight consultancy. We combine quality data, proprietary technology, and advanced analytics to give our clients the confidence to make better-informed investment decisions that drive growth.

Growth is the defining characteristic of successful organizations, and Gain Theory’s vision is to accelerate growth for ambitious brands. We define ambitious brands as those that generate earnings/profits above the industry average.

• Data strategy, harmonization, and visualization.
• Advanced analytics and modeling, including MMM (Marketing Mix Modeling), attribution, and unified measurement, testing, segmentation, behavioral sciences, choice analytics, simulation, war gaming, and forecasting.
• High-touch consultancy that includes bespoke roadmaps, training and education, industry benchmarking, and activation planning.

At Gain Theory, we love accelerating growth for our people. As a Gain Theorist, you will need to demonstrate behaviors that support our values.

Our values are: Be Curious, Be Positive, Act with Consideration, and Make it Better. You can read more about our values at: www.gaintheory.com/our-culture-people-and-value

Gain Theory is committed to actively building a diverse, equitable, and inclusive workplace where everyone feels welcomed, valued, and heard, and is treated with dignity and respect. We believe this commitment inspires growth and delivers equitable outcomes for everyone, including our clients and communities.

Gain Theory is a WPP-owned consultancy. For more information, please visit our website and follow Gain Theory on LinkedIn and Twitter.

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