Head of Customer Success (Basé à London)

Social network you want to login/join with:Harper’s mission is to keep personal service at the heart of the shopping experience in the digital world. We power elevated Try Before You Buy experiences for premium and luxury retailers such as ME+EM, Victoria Beckham, RIXO and LK Bennett. We pride ourselves on our customer experience. We are proud to have one of the highest rated pages on Trustpilot and our service has a market-leading Net Promoter Score of 88.The RoleOur relationship with brand partners and ecommerce industry peers is at the heart of everything we do at Harper. We’re looking for a friendly, analytical Head of Customer Success to manage our partner relationships. You will be the first point of contact for our partners, conduct quarterly business reviews and will work closely with the wider Harper team to build out the partner success function of the business through Harper’s ambitious growth plans.ResponsibilitiesBe the primary contact for brand partners, resolving any queries or issues they may have in a timely manner.Develop strong relationships with new and existing clients and actively manage any at-risk to maintain strong partner retention.Prepare regular performance and optimisation reviews for partners, including Harper’s success metrics and optimisations.Conduct the performance and optimation reviews, communicating Harper’s success metrics clearly and consistently helping brand partners to make the most of Harper’s services.Work alongside our commercial team in taking new partners through our 6 month onboarding process with the aim of getting partners to a fully optimised account, at a partner promoter status.Introduce new products and services to new and existing clients and work alongside our commercial team to launch.Feedback into the product roadmap on product improvements and revenue enhancers.Requirements2 days per week in our North West London based office, and availability for in-person meetings in London for the rest of the week.Excellent communication skills, verbal, written and face-to-face as well as the ability to communicate technical problems to non-technical people.At least 4 years experience in the ecommerce industry with digital account, project or ecommerce management experience.A deep understanding of standard ecommerce metrics.Experience with Shopify and similar ecommerce platforms.Excellent organisational and problem-solving skills.Annual bonus based on performance related targets (net revenue retention).32 days holiday to take when you like (choose when you take your bank holiday holidays) with a 3 day carry over policy. #J-18808-Ljbffr