Senior Specialist, Retail Insights

Flywheel; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Learning & development

Parental leave

Volunteering opportunities

ERG communities

Job summary

Flywheel in London is seeking a Client Engagement Senior Specialist to support global retail-insights clients, ensuring they derive maximum value from our data, platform and analyst expertise. You will be the face of Retail Insights, renewing subscriptions and uncovering expansion opportunities.

Based in our London office, you will build relationships, deliver training, and coordinate with the sales team to develop account plans, grow engagement and ensure client success across multiple markets.

Qualifications

• Degree preferred with strong client-service orientation.
• Experience in retail, ecommerce, FMCG or BI is advantageous.
• Excellent communication and relationship-building skills.

Responsibilities

• Serve as the primary contact for a portfolio of subscribing clients and renew partnerships.
• Lead business reviews to align objectives and identify growth opportunities.
• Monitor client usage and drive platform adoption and engagement.
• Provide day-to-day client support and resolve access issues.
• Deliver training to help clients maximise value from the subscription.
• Build strategic relationships and coordinate with sales to expand accounts.
• Collaborate with the team to develop account plans and renewal strategies.

Skills

Client service

Commercial acumen

Account management

Communication

Education

Degree preferred

Job description

About Flywheel

Flywheel’s suite of digital commerce solutions accelerate growth across all major digital marketplaces for the world’s leading brands. We give clients access to near real-time performance measurement and improve sales, share, and profit. With teams across the Americas, Europe and APAC, we offer a career with real impact, endless growth opportunities and the support you need to be the best you can be.

Flywheel Retail Insights provides data and research that prepares the retail industry for the future. Through our subscription platform, analyst interactions, and proprietary forecasts and thought leadership, we support thousands of professionals working at brands, retailers, and other businesses in the retail industry to make better commercial decisions and capture future growth.

Agency

Flywheel

Job Function

Strategy and Planning

Job Subfunction

Account Planning and Brand Planning

Job Description

About Flywheel

Flywheel’s suite of digital commerce solutions accelerate growth across all major digital marketplaces for the world’s leading brands. We give clients access to near real-time performance measurement and improve sales, share, and profit. With teams across the Americas, Europe and APAC, we offer a career with real impact, endless growth opportunities and the support you need to be the best you can be.

Flywheel Retail Insights provides data and research that prepares the retail industry for the future. Through our subscription platform, analyst interactions, and proprietary forecasts and thought leadership, we support thousands of professionals working at brands, retailers, and other businesses in the retail industry to make better commercial decisions and capture future growth.

The Opportunity

The Client Engagement Senior Specialist will be based in Flywheel's London office, working directly with other members of the Retail Insights team, and will have responsibility for supporting a list of global clients to ensure they get maximum value from our data and research, platform, and analyst expertise.

This role acts as the "face of Retail Insights" and is the primary touchpoint between our business and our client stakeholders, with the goal of renewing subscriptions and identifying additional growth opportunities. It will require you to provide day-to-day client support, understand our service and communicate the benefits and use cases to users, and build stronger relationships across client organizations.

This position is ideal for someone looking to combine their interests in digital commerce, client service, and commercial growth to drive meaningful business impacts as part of a high-growth industry leader, while gaining exposure to the world's largest brand manufacturers and retailers.

What You Will Do

• Be the primary connection point for a portfolio of subscribing clients, understanding their business and driving use of the service to renew Retail Insights partnerships
• Lead business reviews with client stakeholders to align objectives, evaluate performance outcomes, share product roadmap, and identify opportunities to increase engagement and value from the Retail Insights platform
• Proactively monitor client usage and lead initiatives that increase platform adoption and engagement
• Support day-to-day subscriber needs, including answering data and content questions within agreed service agreements, sharing relevant content, connecting them to our experts, and troubleshooting access issues
• Deliver training to new and existing users to help our clients understand the platform and get maximum value from their subscription to our service
• Build strategic relationships with wide range of subscribers, driving engagement through tailored guidance, best practices, and ongoing product updates
• Partner closely with sales team to develop account plans and identify opportunities to drive growth and renewal success

Who You Are

• Degree preferred
• Multiple years of business-to-business experience in client service / commercial / customer-facing role. International or global experience beneficial
• Previous experience in retail / ecommerce / FMCG / business intelligence
• Personable and able to build rapport with clients quickly
• Excellent communicator (written, verbal), able to present professionally, listen for and respond to a wide range of client questions, personalities, and scenarios
• Attention to detail, organization, and discipline to simultaneously manage a large list of clients with different requirements
• Independent with ability to proactively take action, but collaborative and willing to ask for help
• Passion for client service and having a commercial impact on a business
• Fluent English written and speaking skills required, additional language skills advantageous (especially Spanish)

Working at Flywheel

• We have office hubs across the globe where team members can go to feel productive, inspired, and connected to others - team members go into Hub Offices 3x a week
• Competitive paid time off, including annual leave plus paid public holidays
• Great learning and development opportunities
• Benefits that help you live your best life
• Parental leave and benefits
• Volunteering opportunities
• If you’re looking to connect with teammates on a topic of inclusion and identity, chances are there’s an ERG for that.
• So you know: The hired candidate will be required to complete a background check

The Interview Process

Every role starts the same, an introductory call with someone from our Talent Acquisition team. We will be looking for company and values-fit as well as your professional experience; there may be some technical role-specific questions during this call.

Every role is different after the initial call, but you can expect to meet several people from the team 1:1 and there might be further skill assessments in the form of a Take Home Assignment/Case Study Presentation or Pair Programming/Live Coding exercise depending on the role. In your initial call, we will walk you through exactly what to expect the process to be.

Inclusive Workforce

Flywheel Commerce Network’s goal is to create a culture where all individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all people to feel included and empowered to contribute fully to our vision and goals. Flywheel Commerce Network is an Equal Opportunity Employer and participates in E-Verify. All applicants will receive fair consideration for employment. We do not discriminate based upon race, color, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know at [e-mail] so that we can support you.