Customer Account Manager at Retail Insights

Retailinsights; Greater London; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Travel to conferences

Market-competitive compensation

International opportunities

Job summary

Retail Insights in London is seeking a Head of Client Success to shape and execute the client success strategy as part of the leadership team. You will report to the Founder/CEO and scale the client success and operations functions across markets, driving impactful outcomes for clients and the business.

You will lead a high-performing team, build scalable processes, and collaborate with founders to accelerate growth at this early stage.

Qualifications

• 5+ years leadership in high-growth environments.
• Strong project management and process creation skills.
• Proven track record in scaling client success and operations.
• Experience in growth startups and international expansion.
• Analytical skills with commercial acumen.
• Proven ability to apply automation to scale operations.
• Passion for coaching and building a high-performing culture.

Responsibilities

• Lead client success team and scale functions across markets.
• Oversee onboarding of new clients and delivery reporting to clients.
• Build and harmonize cross-departmental processes for efficiency and customer satisfaction.
• Collaborate with founders to adopt a product-led user journey end-to-end.
• Foster a collaborative, high-performing culture and mentor the team.

Skills

Leadership

Project management

Automation

Analytics

Operations

Growth strategy

People coaching

Tools

CRM tools

Data analytics tools

Job description

About us

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 more than 15 countries.

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

Context for the Role

You’ll have the chance 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 challenge and reward, providing the opportunity to lead a high-performing team while directly influencing the company's continued expansion. If you're 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 and will be tasked to scale the client success and operations departments, while getting the chance to impact all areas of the business at this exciting early growth stage. Specifically, you will become an integral part of the management team and work closely with the founders and be responsible for

Responsibilities

As an essential member of the leadership team, you will be accountable for delivery to all clients. You and your team will be responsible for onboarding new clients, managing the delivery process and reporting performance to clients. This role is a critical part of the company 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 expectations and evaluate team performance.
• Enabling exponential growth and expansion by focusing on what’s most important - the customer, and their success.
• Implementing people management best practices and the team spirit required to scale and internationalize the functions across all markets.
• Building and harmonizing cross-departmental processes across the entire company to ensure a maximum level of efficiency and customer satisfaction.
• Working very closely with the organization, to take a product-led approach in creating an incredible user journey, end to end.

Requirements

• 5+ years of leadership experience in related leadership roles in a fast paced high growth environment
• Strong project management and process creation skills and strong ability to prioritize.
• A track record of successfully leading and scaling similar functions, including but not limited to client success, operations, sales, growth/international expansion, in a growth startup
• Experience in client success / business operations, ideally in a high growth business
• Strong analytical skills and fluency across relevant tools paired with commercial acumen
• Proven success in applying automation to scale operations
• A passion for people! For coaching, mentoring, leading, and uplifting your teams, with an ability to create a happy, high performing, culture
• Proven success in growing the client/customer success function and overall customer-focused operations to support a rapidly growing business, ideally with exposure to driving revenue growth of a successful business

What the company offers

Unique opportunity to take ownership of client success in an ambitious company experiencing high year-on-year growth. To ensure a never-ending growth curve, we provide you with:

• The opportunity of having a real impact - You’ll be getting operational experience in a start-up where both your work and the results are highly tangible and matter to the business.
• An inspiring, diverse, highly motivated, and international working atmosphere
• Unlimited growth potential in our company - we strongly believe in and have a track record of promoting internally.
• Market-competitive compensation.
• Travel opportunity: You will be joining our conferences overseas.
• Invaluable transferable skills - boost your interpersonal, research, organisation, outreach and project management skills through experience and training.

Startdate

Flexible

Monday - Friday we work from our office and do not offer remote work.

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