Head of Client Success - Enterprise clients

Posted 2 days ago by Armstrong Lloyd - Marketing Recruitment
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Head of Client Services



Circa £65,000+ pa negotiable + commission, car allowance & benefits

Our client is the European arm of a long established, global B2B and B2C ecommerce organisation. This is an exciting opportunity to lead the customer experience teams servicing enterprise clients across Europe.

Key responsibilities

  • Leading and motivating web/digital asset focused customer experience/success teams in addition to a small digital creatives team focused on customer retention, loyalty and post sales activities including on-boarding.
  • Developing customer relationships (European enterprise clients) and acting as the first point of contact for customer post sales, retention, or loyalty queries.
  • Working in collaboration with the sales, marketing and business development teams.
  • Working closely with the senior executive team providing input on new contracts and renewals.
  • Client reporting, insights and leading customer project milestones.

Skills & Experience required

  • Demonstrable experience leading customer experience or success teams in a lead Client Services role
  • Cross functional leadership working in collaboration with sales, operations, tech and marketing
  • Proficient in leading customer experience and success frameworks and methodologies
  • Comfortable working with data and numerically astute
  • Ability to quickly grasp new solutions, systems and concepts
  • Ability to thrive in a fast-paced and dynamic environment
  • Previous experience in ecommerce or client web portal focused customer success would be ideal with strong connection to web operations, marketing and sales
  • Strong background in developing customer relationships with a focus on retaining and driving loyalty of key enterprise customers / well know global brand names
  • Client centric.
  • You will enjoy sitting with the team and rolling your sleeves up
  • Driving strategic post sales operations and streamlining processes working with the senior executive team
  • You love to think creatively and identify new processes to delight our clients
  • Demonstrable team leadership of teams circa 8-20 people
  • Degree educated
  • Experience of leading client services for European wide Enterprise customers - not essential

Armstrong Lloyd is a marketing specialist recruitment services provider. Due to the high volume of applications received, we are not able to respond to each individual applicant, regrettably only those selected will be contacted.

Required skills

  • Building Customer Loyalty
  • Client Services
  • Customer Retention
  • Customer Service Operations
  • Customer Success

Reference: 39964592

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