Head of Client Success Product and Innovation · London ·

Collinson Group; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Head of Client Success to lead their innovative product team. This role is pivotal in maximizing the value of the travel product ecosystem for B2B clients, ensuring exceptional client experiences and driving product adoption. You will engage directly with clients, developing strong relationships and aligning product capabilities with their needs. This is a unique opportunity to work in a collaborative environment, leading a passionate team to deliver outstanding results and contribute to the evolution of a sustainable travel experience. If you thrive on creating solutions and enjoy working at the intersection of product and client success, this role is for you.

Benefits

Flexible working hours

Professional development opportunities

Health and wellness programs

Team-building activities

Remote work options

Qualifications

• Demonstrable experience in a senior role, ideally in Customer or Client Success.
• Strong leadership skills with the ability to inspire and motivate teams.

Responsibilities

• Develop and maintain strong client relationships to drive product satisfaction.
• Lead cross-functional teams to resolve client product issues and enhance satisfaction.

Skills

Leadership

Client Relationship Management

Data Analysis

Product Delivery

Strategic Thinking

Communication

Education

Bachelor's degree in Business or related field

Tools

Agile Methodologies

CRM Software

Job description

Our purpose at Collinson is to create the worlds most valued travel ecosystem. We have a rich heritage across global loyalty and benefits that has seen us ranked as one of the UK’s high-growth companies. We use our expertise and products to craft customer experiences which enable some of the world’s best known brands to acquire, engage and retain the most demanding and choice rich customers.

Our newly created product and innovation function’s purpose is to enrich people’s lives through a sustainable connected travel experience and community. Our mission is to deliver products and services that provide safe, reliable and personalised experiences that create the worlds most valued travel ecosystem. We are a team of scientists and inventors who use data and insights to hypothesize and experiment to take the travel and experience industry into new realms, from hotels, rails, to flights and into space! With all of the success we have had, we have only achieved 1% of what we know we can. We are just getting started.

We are a privately-owned entrepreneurial business with about 1800 passionate people working in 17 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, as well as our loyalty products where we partner with salesforce, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

Purpose of the job

Our Client Success team works globally and regionally to help maximize the potential of our Business Travel Product ecosystem across our B2B clients. You will work directly with an agreed set of clients to align feature, capability and customer led initiatives which help create the worlds most valued travel product ecosystem.

The Client Success team drives value & revenue growth through product-led delivery strategies that demonstrate the full value of Collinson’s travel ecosystem to clients and beyond. We align directly with our clients to ensure the ongoing success of existing and new capabilities that unlock value for Collinson and our Client’s product ecosystem, through shared roadmaps, co-creation and innovation.

As Head of Client Success in Product your primary purpose is to deliver:
• Shared capability roadmaps for your aligned clients.
• Strong product led relationships that maximise client retention and growth.
• Co-Creation to unlock client product capabilities and value.
• Client demos of new features, using insights and data to enhance iteration.
• Seamless adoption of client products, capabilities and features.
• Voice of the Client, 360 feedback loop and client forums.
• Positive “Client Product Health” and sentiment.

This role spans the complete product lifecycle including client / market needs, identifying new product and capability opportunities, driving existing product growth and iteration, developing and maintaining revenue generating products and services, training, launch and adoption.

One of the core responsibilities includes leadership and mentoring of our Product Client Success Managers and the wider B2B team, where required. There will also be situations where you will be asked to lead and co-ordinate an entire stream of product delivery on behalf on clients, working cross functionally and including 3rd party engagements.


Key Responsibilities

Our Client Success mission is to place product and client together at the center to deliver exceptional experiences across the entire customer journey. You will be aligned to one or more clients and accountable for developing positive product experiences, high client product sentiment and health, alongside ensuring the success of our new capabilities and product pipelines. The scope of work will vary based on growth, commercial and consumer aspirations of your assigned clients.

Key responsibilities are:

• Engage, listen and fully understand client product needs, goals, challenges and opportunities, developing and maintaining very strong relationships with key clients both in the short and long term.
• Establish clear client product goals and objectives through shared capability roadmaps with realistic milestones in line with Collinson B2B product strategy and OKRs. At times you will be asked to contribute and represent your client’s requirements to help shape the overall Product & Innovation strategy and direction.
• Act as the primary point of contact for escalated client product issues, working cross functionally to drive timely resolution and client satisfaction. Where relevant, lead cross functional “hyper-care” sessions to deliver change/improvements at pace.
• Work collaboratively with the product management and development teams to provide feedback on client needs and detailed requirements Contributing directly to product changes, enhancements and improvements.
• Prepare for and attend client QBRs to represent product, in partnership withCommercial teams.
• Monitor performance metrics to ensure client product targets are met and exceeded.
• Implement the agreed co-creation, ideation and prioritisation framework for your client’s product pipeline, ensuring alignment and delivery is mapped against overall global priorities for client capability.
• Provide strong leadership and mentorship, where asked, across the Client Success Team, fostering at all levels a culture of excellence, strong working relationships, collaboration and continuous improvement within our global and regionally embedded product teams.
• Develop strategies to drive product adoption and utilisation, leveraging data, best practices and market insights.
• Design and lead client success initiatives, such as product knowledge, demos, training sessions and workshops to ensure clients are equipped to maximise value from our products.
• Implement an agreed framework to review client sentiment and concerns, conduct regular Client Health checks and forums to improve and/or maintain high Client CX and CSAT.
• Establish KPIs and metrics to ensure initiatives are successful and regularly report to senior management, up to and including board level.
• Continuously evaluate and optimize client success processes and programs to enhance effectiveness and scalability of the function. Conduct data and insights analysis to derive actionable items to inform decision making and drive continuous improvements in B2B Product for Collinson.
• Ensure product development and innovation spend delivers ROI for your aligned clients and is considerate of existing or future gross margin.
• Align client product needs with global and regional priorities to research, design conceptualise, prototype and develop across our product pipelines.

About you

We are seeking a dynamic and strategic leader to ensure our clients derive maximum value from our products. Ultimately driving product satisfaction, retention and growth, you will have a creator and builder mindset. You love getting into detail as much as the big picture work. You thrive in a collaborative, client facing and cross-functional environment, leading and working collaboratively across multiple stakeholders, clients, sales, data, product, growth, design, marketing teams and everyone else in-between to deliver exceptional Product Client Success. Strong and demonstratable leadership skills are a must.

Continually learning and adapting, you strive to grow yourself and those around you. You love to take green-field opportunities and build solutions to address real world client opportunities and are comfortable to challenge teams & processes to prioritise and solve them. Living and breathing all things product and client growth, you:

• Make strategic, data and insight informed decisions and deliver on them.
• Have a passion for experimentation, using data and insights to derive hypothesis to test and learn, unlocking learnings and product growth.
• Think big, with a bias for action, to deliver near term value aligned to longer term goals.
• Ideally have a bachelor’s degree or equivalent in business, product or a related field.
• Have previous, demonstratable experience in a senior level role, ideally Customer or Client Success and within a Product / Technical capacity.
• Possess strong leadership skills with the ability to inspire and motivate others to achieve goals.
• Have tangible experience of large-scale Client Product Led Delivery and Growth
• Have awareness of Commercial, Product Marketing and Proposition Led Growth
• Previously worked within B2B and / or Partnership environments
• Have exceptional communication and interpersonal skills, with the ability to build rapport, trust and empathy with clients and internal teams at all levels.
• Can work effectively and collaboratively as part of a diverse global, regional and cross functional team.
• Are a strategic thinker with a data driven approach to problem solving and solution designing.
• Can demonstrate high drive and proven delivery for Client Experience across a diverse portfolio, with a level head and at scale.
• Worked successfully within and delivered against Agile principles, or similar product delivery methodologies.
• Have relevant start up, or scale-up experience, in SaaS, technology or travel organisations working across either B2B or Consumer markets, although this is not essential.
• Demonstrate ability to manage multiple product delivery initiatives and priorities in a fast-paced environment.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [e-mail]