Manager, Client Success

Bazaarvoice; United Kingdom; Hybrid; GBP 130,000 - 150,000; Full time

Job summary

A leading global brand in the UK is seeking a 1st Line Manager to lead their North America Retail Team. The role involves managing Client Success managers, achieving revenue targets, and fostering strong client relationships. Ideal candidates will have over 4 years of retail management experience and excellent coaching skills. Join this dynamic team and help create smarter shopping experiences.

Qualifications

• 4+ years managing retail customers with a proven track record.
• Strong understanding of retail challenges and Bazaarvoice’s differentiation.
• Demonstrated ability to coach and mentor team members.
• Excellent communication and presentation skills.
• Strong analytical skills with a data-driven approach.

Responsibilities

• Manage and develop a team of Client Success managers.
• Set clear and achievable goals aligned with objectives.
• Provide regular feedback and track skills progression.
• Develop account strategies to maximize client retention.
• Collaborate with cross-functional teams for seamless client experience.

Skills

Coaching

Communication

Analytical skills

Problem-solving

Leadership

Tools

Salesforce

Gainsight

Job description

Overview

About Bazaarvoice

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with billions of consumers through our global network, product-passionate community, and enterprise technology. Our solutions enable brands to collect valuable user-generated content at scale, gain insights from real-time consumer feedback, and drive smarter shopping, loyalty, and improved products.

The problem we are solving: Brands and retailers struggle to make real connections with consumers and deliver trustworthy, inspiring content during the discovery and purchase cycle. This can lead to content that fails to attract, convert, or earn long-term loyalty while spending time and money on outcomes that don’t move the business forward.

Our brand promise: closing the gap between brands and consumers. Founded in 2005, Bazaarvoice is headquartered in Austin, Texas, with offices in North America, Europe, Asia and Australia. Bazaarvoice is a Great Place to Work in the US, Australia, India, Lithuania, France, Germany and the UK.

Bazaarvoice is seeking an enthusiastic and results-oriented 1st Line Manager to lead our North America Retail Team. In this role, you’ll manage and develop a team of Client Success managers, driving success in cultivating strong relationships with retail clients and achieving revenue targets.

We’re looking for a natural leader with a passion for coaching and developing talent. You’ll oversee duties, ensure your team fulfills their responsibilities effectively, and navigate projects as needed. You understand the nuances of the retail landscape and guide your team to deliver exceptional value to clients, helping them leverage Bazaarvoice solutions to drive business outcomes.

What You'll Do

• Lead and Inspire (Communication & Leadership, Executive Presence): Manage, mentor, and motivate a team focused on the North America retail sector. Clearly communicate tasks and expectations, representing Bazaarvoice with emphasis on the "why" behind our mission, strategy, and tactics. Demonstrate confidence and poise in team meetings and present clearly to foster a positive, productive environment.
• Drive Performance (Goal Setting & Decision Making, Accountability): Set clear, achievable goals aligned with departmental objectives. Monitor progress against KPIs and ensure the team meets or exceeds quarterly and annual revenue targets. Hold yourself and the team accountable for results and proactively address underperformance.
• Coach and Develop (Coaching & Development): Provide regular constructive feedback and praise. Track skills progression using tools like Gong call scorecards and performance reviews, and identify opportunities to grow individual contributors' capabilities and your own.
• Strategic Guidance & Prioritization (Strategic Thinking & Prioritization): Develop and execute account strategies to maximize client retention, identify upsell/cross-sell opportunities, and expand Bazaarvoice’s footprint within existing retail accounts. Align team goals with department objectives, solve tactical problems, and contribute to improvements. Adjust plans as priorities shift and seek leadership help when recalibrating.
• Problem Solve & Decision Making (Decision Making): Act as an escalation point for client issues, collaborating with cross-functional partners to ensure timely resolutions. Make timely decisions on team operations when needed.
• Forecast and Report (Accountability): Accurately forecast team performance and provide regular reports on key metrics to senior leadership.
• Collaborate Cross-Functionally: Partner with other sales managers, marketing, product, and client success teams to ensure a seamless client experience and contribute to company goals.
• Recruit and Onboard: Participate in recruiting and onboarding of new team members to set them up for success.
• Champion Best Practices: Promote and ensure adherence to Bazaarvoice’s sales methodologies, tools, and processes.

What You'll Bring

• 4+ years of experience managing retail customers with a proven track record of meeting and exceeding targets.
• Strong understanding of the retail industry, its challenges and opportunities, and Bazaarvoice’s place and differentiation in the market. Regularly connect with customer stakeholders to monitor health and relationship standards.
• Demonstrated ability to coach, mentor, and develop individual contributors.
• Excellent communication, interpersonal, and presentation skills with the ability to articulate complex concepts clearly.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Proficiency in CRM software (e.g., Salesforce, Gainsight).
• Collaborative spirit and ability to work effectively in a fast-paced, dynamic environment.

$130,000 - $150,000 a year. We consider multiple factors when determining compensation. The base salary is a good faith estimate at posting and may vary by location, experience, market conditions, education, and skill. Bazaarvoice reserves the right to pay outside this range as needed. Your recruiter will share more about the salary range and total compensation during the hiring process. If this range is close to your expectations, we encourage you to apply.

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Why join Bazaarvoice?

Customer is key

We measure success by our customers’ outcomes and maintain a customer-first mindset in every situation.

Transparency & Integrity Builds Trust

We value authentic feedback and doing the right thing, even when it’s hard. Transparency and trust drive our collective performance.

Passionate Pursuit of Performance

We hire for passion, drive, and curiosity, and stay focused on our mission.

Innovation over Imitation

We strive to innovate, embrace agility, and view experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission, value diverse perspectives, and prioritize what’s best for Bazaarvoice and the community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants regardless of race, color, national origin, religion, age, disability, sex, sexual orientation, gender identity, or any other protected category. Diversity and an inclusive culture drive creativity, innovation, and performance. A diverse workforce helps fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

The successful candidate will be required to complete a background check.