Director - Client Success (Retail)

SkillNet Solutions, Inc.; United Kingdom; Remote; GBP 80,000 - 110,000; Full time

Job summary

A leading consulting and technology firm is seeking a Director of Client Success to manage enterprise retail accounts across Europe. This role involves driving digital transformation initiatives and ensuring client satisfaction. The ideal candidate has over 10 years of experience in client success and a background in retail technologies. The position offers a full-time remote opportunity with travel across Europe as needed.

Qualifications

• 10+ years of experience in Client Success, Strategic Account Management, or Business Transformation, preferably in retail or consumer goods.
• Demonstrated ability to grow enterprise accounts through consultative engagement and long-term relationship management.
• Deep knowledge of retail technologies.
• Proven success leading large-scale program delivery and IT strategy execution.
• Strong commercial acumen with experience in budgeting, forecasting, and executive communication.
• Experience working with cloud and hybrid-cloud environments.
• Prior experience working with UK or European retailers is a plus.

Responsibilities

• Serve as the trusted advisor to key retail clients.
• Lead business transformation initiatives that enhance operational performance.
• Build and execute strategic account plans focused on long-term value.
• Own key account-level KPIs including upsell and cross-sell achievements.
• Oversee end-to-end delivery of multi-phase enterprise transformation programs.
• Strengthen relationships across client executive, business, and IT leadership levels.

Skills

Client Success & Strategic Account Management

Business Transformation Leadership

Retail Technology & Unified Commerce Expertise

Account Growth & Upsell Strategy

Product Road-Mapping & IT Strategy

Program & Project Delivery

Cloud / Hybrid Cloud Adoption

Data-Driven Decision Making

Stakeholder & Executive Management

Solutioning & Pitch Development

Communication & Creative Problem Solving

Education

Bachelor’s degree in Business, Technology, or related field

MBA preferred

Tools

eCommerce

POS

OMS

ERP

CRM

payment processing

inventory systems

Job description

Job Title: Director – Client Success (Retail)

Location: Remote, Europe

Travel: 25–30% within Europe based on client needs

About SkillNet Solutions

SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to enterprises undergoing digital transformation. By implementing cloud and SaaS applications, SkillNet helps clients adapt to evolving consumer behaviors and build seamless client journeys across B2B, B2C, and B2B2C markets.

Since its founding in 1996, SkillNet has partnered with industry leaders such as Oracle, Salesforce, AWS, and others to modernize operations, accelerate agility, and enhance digital and in-store experiences. With solutions delivered across 63 countries for global enterprises including Disney, lululemon athletica, and PayPal, SkillNet continues to redefine what’s possible in unified commerce and retail transformation.

Position Summary

SkillNet is seeking a strategic, relationship‑driven Director of Client Success to oversee enterprise retail accounts across Europe. This role focuses on driving measurable value for existing clients (“farming”) by aligning digital transformation programs, IT strategy, and enterprise systems with client business goals. The ideal candidate combines deep retail and unified commerce expertise with proven account leadership, a consultative approach, and the ability to build long‑term executive relationships while guiding multi‑phase transformation programs.

Key Responsibilities

• Client Success & Strategic Advisory
  • Serve as the trusted advisor to key retail clients, guiding them through technology modernization and continuous innovation aligned with their strategic objectives
  • Lead business transformation initiatives that enhance operational performance, client engagement, and profitability
  • Build and execute strategic account plans focused on long‑term value, retention, revenue growth, and partnership expansion
• Account Growth & KPI Ownership
  • Own key account‑level KPIs including upsell and cross‑sell achievements, on‑time delivery for non‑SDLC programs, and overall account health, retention, and satisfaction metrics
  • Identify, qualify, and drive expansion opportunities across digital commerce, omnichannel retail, cloud modernization, and enterprise systems
  • Collaborate closely with Solutioning/Pre‑Sales teams to develop pitches, proposals, and tailored value stories that support account expansion
• Program & Delivery Leadership
  • Oversee end‑to‑end delivery of multi‑phase enterprise transformation programs, ensuring timelines, budgets, quality, and KPIs are fully met
  • Use data‑driven insights to monitor delivery performance, assess risks, and inform strategic decision‑making
  • Partner with product, engineering, and delivery teams to develop client‑specific roadmaps across unified commerce, eCommerce, POS, OMS, ERP, CRM, and cloud initiatives
• Executive Relationship & Stakeholder Management
  • Strengthen relationships across client executive, business, and IT leadership levels
  • Represent SkillNet in steering committees, executive reviews, and strategic planning sessions
  • Advise clients on cloud adoption, hybrid‑cloud architectures, and international expansion requirements across Europe or globally
• Operational & Financial Oversight
  • Lead financial planning, forecasting, and contractual oversight across assigned accounts
  • Ensure optimal resource allocation, utilization, and operational efficiency across engagementsPromote a culture of collaboration, transparency, and excellence in client experience within internal teams

Experience & Qualifications

• 10+ years of experience in Client Success, Strategic Account Management, or Business Transformation, preferably in retail or consumer goods
• Demonstrated ability to grow enterprise accounts through consultative engagement and long‑term relationship management
• Deep knowledge of retail technologies—eCommerce, POS, OMS, ERP, CRM, payment processing, and inventory systems
• Proven success leading large‑scale program delivery and IT strategy execution
• Strong commercial acumen with experience in budgeting, forecasting, and executive communication
• Experience working with cloud and hybrid‑cloud environments
• Bachelor’s degree in Business, Technology, or related field (MBA preferred)
• Prior experience working with UK or European retailers is a plus

Core Competencies

• Client Success & Strategic Account Management
• Business Transformation Leadership
• Retail Technology & Unified Commerce Expertise
• Account Growth & Upsell Strategy
• Product Road‑Mapping & IT Strategy
• Program & Project Delivery
• Cloud / Hybrid Cloud Adoption
• Data‑Driven Decision Making
• Stakeholder & Executive Management
• Solutioning & Pitch Development
• Communication & Creative Problem Solving

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

Internet Publishing