Insights Client Success Manager

dunnhumby; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to lead their customer success team. This role is pivotal in ensuring customers achieve their desired outcomes, enhancing retention and satisfaction through strategic leadership and customer advocacy. The ideal candidate will possess strong leadership skills, a customer-first mindset, and a proven track record in the grocery retail sector. The company offers a comprehensive rewards package, flexible working hours, and a commitment to diversity and inclusion, making it an exciting opportunity for those looking to make a significant impact in a fast-paced environment.

Benefits

Flexible working hours

Birthday off

Cutting-edge technology

Diversity and inclusion initiatives

Qualifications

• Proven management experience in customer success roles.
• Strong analytical skills with a data-driven approach.

Responsibilities

• Lead and develop a team to drive customer satisfaction and retention.
• Implement strategies for customer onboarding and product adoption.

Skills

Leadership Skills

Customer-Centric Mindset

Communication

Problem-Solving

Industry Knowledge (Grocery Retail)

Job description

dunnhumby is the global leader in Customer Data Science, empowering businesses worldwide to compete and thrive in the modern data-driven economy. We always prioritize the Customer.

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With a strong heritage and expertise in retail—one of the most competitive markets, with abundant multi-dimensional data—dunnhumby today helps businesses across industries to be Customer First.

dunnhumby employs nearly 2,500 experts across Europe, Asia, Africa, and the Americas, working with iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble, and Metro.

Role Mission

We seek a results-driven Customer Success Manager to lead and scale our customer success team. This role ensures our customers achieve their desired outcomes through our products and services, fostering retention, satisfaction, and growth. The ideal candidate will have strong leadership skills, a customer-first mindset, and a proven track record in customer success.

Responsibilities

• Leadership & Strategy: Lead, develop, and hold accountable a team of Customer Success Leads to drive customer satisfaction, retention, and expansion.
• Customer Retention & Growth: Develop and implement strategies to improve retention and increase upsell and cross-sell opportunities.
• Onboarding & Engagement: Ensure seamless onboarding for new customers and proactively promote product adoption.
• Customer Advocacy: Build strong partnerships, act as a trusted advisor, and advocate for customer needs within dunnhumby.
• Metrics & Performance Tracking: Monitor KPIs like NPS and success outcomes to evaluate performance.
• Process Optimization: Continuously refine customer success processes for efficiency and scalability.
• Cross-Functional Collaboration: Work closely with sales, enablement, and Tesco teams to ensure a seamless customer experience and support retailer growth.

What We’re Looking For

• Industry Knowledge: Experience in grocery retail, with insight and strategy development support preferred.
• Leadership Skills: Proven management experience, capable of coaching and developing high-performing teams.
• Customer-Centric Mindset: Deep understanding of customer and retailer needs, committed to delivering exceptional outcomes.
• Drive: Motivated by turning vision into reality, resilient, obstacle-overcoming, and inspiring teams to achieve goals.
• Communication: Excellent verbal and written skills, capable of engaging stakeholders and executives.
• Problem-Solving: Strong analytical skills with a data-driven approach to decision-making.

What You Can Expect From Us

We aim to exceed your expectations with a comprehensive rewards package, flexible working hours, and special perks like your birthday off. You will benefit from cutting-edge technology, a nimble environment that encourages experimentation, and a genuine commitment to diversity and inclusion through active networks and initiatives. We welcome you to discuss how we can support your needs during the recruitment process. For an informal chat, contact [e-mail].

Our Approach to Flexible Working

We value diversity and are dedicated to creating an inclusive culture that balances career success with personal commitments. If flexible working is important to you, discuss this with your recruiter during the hiring process.

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