Head of Client Success at Retail Insights

Retail Insights; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Retail Insights is seeking a Head of Client Success to shape and execute their client success strategy. This role involves leading a high-performing team, optimizing processes, and directly influencing the company's growth in a rapidly expanding market. The ideal candidate will have extensive leadership experience in high-growth environments and a passion for fostering client relationships.

Benefits

Market-competitive compensation

Travel opportunities

Strong internal promotion opportunities

Transferable skills development

Qualifications

• 5+ years of leadership experience in high-growth environments.
• Proven success in scaling client success functions.
• Excellent analytical skills and proficiency with relevant tools.

Responsibilities

• Manage and mentor the client success team.
• Drive growth by prioritizing customer success.
• Optimize processes for efficiency and satisfaction.

Skills

Leadership

Project Management

Analytical Skills

Process Optimization

Customer Success

Job description

Head of Client Success at Retail Insights

London, United Kingdom

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 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 across 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 will 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 directly influencing our growth. If you are passionate about scaling a business and being part of a forward-thinking company, this is the perfect time to join us.

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 at this exciting early growth stage. You will become an integral part of the management team, working closely with the founders, and will be 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. This role is crucial to our continued growth and success.

• Team Leadership: Manage, grow, and mentor the client success team, fostering a collaborative, top-performing, and innovative environment. Set clear goals and evaluate team performance.
• Growth Focus: Drive exponential growth by prioritizing customer success.
• People Management: Implement best practices to scale and internationalize the team across 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, adopting 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 environment.
• Experience in client success or business operations within a high-growth business.
• Excellent analytical skills and proficiency with relevant tools, combined with commercial acumen.
• Success in applying automation to scale operations.
• Passion for people: coaching, mentoring, leading, and fostering a positive, high-performing culture.
• Experience in growing customer success functions to support rapid business expansion, ideally with revenue growth exposure.

What the company offers

A unique opportunity to take ownership of client success in an ambitious, rapidly growing company. We offer:

• The chance to make a tangible impact in a startup environment.
• An inspiring, diverse, international, and motivated team.
• Strong internal promotion opportunities.
• Market-competitive compensation.
• Travel opportunities, including attending overseas conferences.
• Transferable skills development through experience and training.

Start date

Flexible; work from our office Monday to Friday (no remote work).

Application process

Please fill out the application form with:

• First Name *
• Last Name *
• Email *
• Phone
• Resume/CV (pdf, doc, docx, txt, rtf)
• LinkedIn URL *

Additional questions include:

• Do you require a visa to work in the UK? *
• Do you require a visa to work in the EU? *
• What are the key components of fostering strong, long-lasting client relationships? (List 3) *
• How do you prioritize and manage multiple client accounts while maintaining high-quality service? *
• How do you solicit and use client feedback to improve your approach? *