Head of Customer Success (FMCG)

JR United Kingdom; Slough; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading global insights and consultancy firm is seeking a Head of Customer Success to own strategic accounts and drive growth. The ideal candidate will have over 5 years of experience in market research or customer success, with a strong track record of managing complex client relationships. This role offers a hybrid working model, competitive salary, and a range of health and wellness benefits.

Benefits

Hybrid working model

Competitive salary

Health and wellness benefits

Ongoing training and mentorship

Team events and recognition programs

Qualifications

• 5+ years of experience in market research, customer success, or a related client-facing commercial role.
• Proven track record in managing complex client relationships with clear revenue impact.
• Strong knowledge of research methodologies.

Responsibilities

• Lead and expand relationships with key accounts, ensuring consistent delivery of value and revenue growth.
• Develop strategic account plans that unlock new opportunities.
• Introduce clients to a broad range of research solutions.

Skills

Market research

Client relationship management

Strategic planning

Communication skills

Cross-functional collaboration

Job description

Social network you want to login/join with:

A leading global insights and consultancy firm is seeking a Head of Customer Success to take ownership of some of its most strategic accounts. This senior position is focused on driving measurable commercial growth, strengthening long-term client relationships, and ensuring that insights translate into meaningful impact for brands.

The business partners with some of the world’s best known FMCG and retail companies, helping them understand and influence consumer decisions across the shopper journey both online and in store. With a digital-first, behavioural approach, the team delivers strategies that increase sales and build brand equity.

Responsibilities:

• Lead and expand relationships with key accounts, ensuring consistent delivery of value and revenue growth.
• Develop strategic account plans that unlock new opportunities, drive retention, and expand client engagement.
• Introduce clients to a broad range of research solutions, including quantitative, qualitative, and AI enabled approaches.
• Oversee the smooth execution of projects, aligned with client success metrics, budgets, and revenue goals.
• Build accurate revenue forecasts across weekly, monthly, and annual timeframes.
• Serve as a trusted advisor to senior stakeholders, providing guidance on research solutions and consumer insights.
• Collaborate cross-functionally to deliver high-quality, insight-driven outputs.
• Play a key role in advancing company-wide initiatives and achieving performance goals.

Requirements:

• 5+ years of experience in market research, customer success, or a related client-facing commercial role.
• A proven track record in managing complex client relationships with clear revenue impact.
• Strong knowledge of research methodologies (quantitative, qualitative, and emerging AI driven approaches).
• Excellent communication and influencing skills with senior stakeholders.
• A commercially minded, strategic, and detail-oriented approach.
• Experience leading teams or cross-functional collaboration in fast-paced environments.

Benefits include:

• Hybrid working model (3 days per week in the London office)
• Competitive salary and performance-based bonus
• Health and wellness benefits
• Ongoing training, mentorship, and career development
• Team events, recognition programs, and company celebrations