Team Lead Digital CSM

Emarsys UK Ltd; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Digital Client Success Team Lead, where you will drive customer satisfaction and retention through strategic initiatives. This role combines leadership and digital engagement expertise, allowing you to guide a talented team while ensuring clients receive exceptional service. You'll have the opportunity to work in a dynamic SaaS environment, contributing to a product that transforms customer experiences. With a commitment to innovation and personal development, this position offers a unique chance to make a significant impact in a collaborative culture.

Benefits

Competitive Salary

Performance Related Rewards

Professional Development Opportunities

Remote/Hybrid Working

Team-Oriented Culture

Access to Dedicated Workspaces

Social Events and Team Activities

Amazing Views from Office

Support for Personal Development

Qualifications

• Proven experience leading a small team in a SaaS environment.
• Understanding of customer retention and digital touchpoints.

Responsibilities

• Own the success of a portfolio of clients ensuring satisfaction and growth.
• Lead the Digital Client Success Managers to enhance customer engagement.

Skills

Customer Retention Strategies

Team Leadership

CRM Tools (Salesforce)

Digital Engagement

Relationship Management

Coaching and Mentoring

Organizational Skills

Tools

Salesforce

Job description

Emarsys, An SAP Company, is the omnichannel customer engagement platform, which empowers marketers to build, launch, and scale personalized cross-channel campaigns that drive business outcomes. By rapidly aligning desired business results with proven omnichannel customer engagement strategies — crowdsourced from leading brands across your industry — our platform enables you to accelerate time to value, deliver superior 1:1 experiences and produce measurable results …fast

(Adapting to our environment for office based, hybrid or remote working, we’ve hired and successfully onboarded a multitude of people across every division and region. That being said, please let us know if you have any specific requirements as part of the recruitment process that will help us better accommodate you and improve your experience)

The Digital Client Success Team is ensuring our clients' success and satisfaction in the digital segment. We are guiding our clients on their customer journey and deliver a seamless customer experience through the strategic implementation of consistent digital touchpoints. The Digital Client Success Team Lead is tasked to drive a team of Digital Client Success Managers (DCSMs) towards ensuring high customer satisfaction and adoption of the Emarsys platform while ensuring that the team remains motivated to deliver exceptional expertise and service to our customers.

You will own strategic initiatives among our digital programmes and collaborate with other team members and departments, to develop strategies that effectively position our product and service offerings, aligning with our retention, revenue, and growth targets. As a Player Coach, you will set the example by taking direct responsibility for customer requests and projects but also serving as a point of escalation for any customer inquiries and to resolve any challenges as they arise.

The role is a perfect perfect opportunity for someone who wants to work in a fast-paced SaaS business and understands what a digital/automated customer experience means and is passionate to be part of the digital transformation journey. The balance of leadership, process optimization, and digital engagement expertise are required.

YOUR AREA OF RESPONSIBILITIES

Assigned client portfolio

• Own the success of a portfolio of Emarsys’ clients by ensuring their satisfaction, retention, adoption, and growth.
• Take direct responsibility for customer requests, projects and adoption of the Emarsys platform.
• Serve as a point of escalation to resolve issues promptly.
• Proactively monitor clients for potential risk indicators, developing strategies in collaboration with team members to reduce these risks and ensure continued success.

Team Leadership and Development

• Lead the Digital Client Success Managers in scaling their commercial acumen, industry knowledge, and relationship management skills.
• Conduct strategic account planning with the Digital Client Success team to identify growth opportunities in alignment with adoption plans.
• Coach team members on effective digital business reviews to enhance customer engagement.
• Ensure best practices and quality assurance in all customer interactions.
• Manage and distribute workload efficiently across the global digital team for optimal resource allocation.
• Foster a culture of continuous improvement by developing team talent and identifying training needs.

Reporting and Initiatives

• Use Salesforce and other systems consistently for accurate forecasting and reporting, providing strategic insights for decision-making.
• Leverage digital tools and automation to scale operational efficiency and enhance customer success.
• Contribute to continuous improvement of the Global Digital Client Success Team internally and externally by developing new programmes and adoption touchpoints.
• Participate regularly in internal trainings and stay up to date on product developments, industry trends and updates

YOUR PROFILE

• An SAP Emarsys evangelist who drives success within their team through their passion for our business and for delivering Client Success .
• Understandingof customer retention, renewal strategies, and digital touchpoint engagement.
• Proven experience leading a small team of individual contributors in a SaaS or tech-driven environment.
• A proactive, positive attitude with the enthusiasm to motivate and drive your team forward
• Excellent coaching and mentoring skills to help the team optimize customer interactions.
• Strong organizational skills with experience in managing global, remote teams.
• Accustomed to work with a broad and multilingual customer base and under a predefined set of actions.
• Expertise in CRM tools (e.g., Salesforce or similar platforms).
• Excellent communication, relationship management and negotiation skills
• Confident appearance and ability to present in front of executives.
• High degree of accountability and commitment to own work.
• Process and task oriented; highly organized and diligent.
• Proven ability to deal with change, think strategically, and make complex decisions.
• Great negotiation and communication skills (written and verbal)
• The role is hybrid with collaboration across global time zones.

WHAT WE OFFER

• A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘scale up’ mentality with the security (and resources) of an established multi-national
• The opportunity to contribute to a bespoke, complex and successful product, focused on innovation
• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
• An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
• A commitment to remote/hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, hold meetings and enjoy amazing views
• Competitive salary plus additional performance related rewards

At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.

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