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- Tasks: Manage client onboarding, training, and ongoing support for eCommerce platforms.
- Company: Join NEXT, a leading UK fashion retailer with a global presence and exciting growth.
- Benefits: Enjoy flexible working, discounts, bonuses, and access to health and wellbeing services.
- Why this job: Be part of a dynamic team driving innovation in eCommerce while building strong client relationships.
- Qualifications: Experience in client success or account management within eCommerce is essential.
- Other info: Work from our inspiring Leicestershire office with opportunities for professional development.
The predicted salary is between 42000 - 58000 £ per year.
We are looking for a Client Success Manager with a strong background in eCommerce website delivery to join our eCommerce Total Platform team! Based from Next Head Office in Enderby, Leicestershire with a competitive salary range of £50,000 - £62,000 and great benefits!
At NEXT, not only are we one of the UK’s largest fashion retailers, but we’re also one of the largest listed companies, full-stop. Selling our products and thousands of world-famous brands, both in-store and online UK and Internationally. What’s more, we’re growing. Fast. And it’s the kind of growth and investment that is exciting for everyone in our business.
Total Platform is an exciting new business-to-business online service that offers brands a full solution for eCommerce, including website, warehousing, logistics, customer care, marketing and customer data management. We let brands focus on their product and creative, and we drive their new online business forward including innovations, sales, operations and technology developments.
As a Client Success Manager, you will be responsible for ensuring the successful onboarding, implementation and ongoing satisfaction of our clients' website developments. What else is involved?
- Client Onboarding and Training: Support onboarding sessions to introduce clients to our e-commerce platforms and functionalities. Provide comprehensive training and resources to empower clients in managing their online stores effectively.
- Project Coordination: Collaborate with cross-functional teams (designers, developers, content creators) to ensure timely and successful project delivery. Act as a liaison between clients and internal teams, providing updates on project progress.
- Client Relationship Management: Cultivate strong relations with clients to understand their needs and goals. Regularly communicate with clients to address inquiries, provide updates, and gather feedback.
- Product Expertise: Develop a deep understanding of our e-commerce platforms, staying updated with the latest features and best practices. Act as a subject matter expert, advising clients on optimal platform utilisation to meet their specific business needs.
- Performance Analysis and Optimisation: Monitor client e-commerce sites' performance, identifying areas for improvement and growth opportunities. Familiarity with analytic tools such as Google Core Web Vitals and Dynatrace. Collaborate with the technical and development teams to implement enhancements and optimisations.
- Issue Resolution and Support: Troubleshoot and resolve client-reported issues promptly, ensuring minimal disruption to their operations. Escalate technical concerns to the appropriate teams and follow up until resolution.
- Client Advocacy and Feedback Loop: Gather client feedback and insights, providing valuable input to product development and improvement initiatives. Advocate for client needs internally, championing their interests in feature development and enhancements.
- Reporting and Documentation: Maintain accurate records of client interactions, feedback, and platform usage statistics. Generate regular reports outlining key performance metrics and client success stories.
About you: Must have proven experience in client success or account management within the eCommerce industry. Strong knowledge of eCommerce platforms and related technologies. Excellent communication skills and interpersonal skills. Problem-solving mindset with the ability to thrive in a fast-paced environment. Analytical mindset for performance tracking and data-driven decision-making. A strong background in eCommerce / Marketing. Ability to liaise and present to internal and external stakeholders at all levels. High intellectual curiosity, drive, determination, organisation, and persuasion skills.
You’ll be doing all this from our Leicestershire Head Office. Our offices are inspiring, yes. But we understand that life happens. So, we’re big on making sure your work, works for you which is why we offer flexible working each week.
About Us: You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland? We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy online from over 70 countries around the world! So we’ve gone global!
About The Team: 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT). Company performance based bonus. Sharesave scheme. On-site Nursery available; OFSTED outstanding in all areas. 10% off most partner brands & up to 15% off Branded Beauty. Early VIP access to sale stock. Access to fantastic discounts at our Staff Shops. Restaurants with great food at amazing prices. Access a digital GP and other free health and wellbeing services. Free on-site parking. Financial Wellbeing - Save, track and enhance your financial wellbeing. Apprenticeship - Grow and develop on the job whilst gaining a qualification. Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store. Support Networks - Access to Network Groups to empower and celebrate each other. Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more. Conditions apply to all benefits. These benefits are discretionary and subject to change.
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email headoffice_careers@next.co.uk (please include 'Workplace Adjustments' in the subject line), or call us on 0116 284 2486 and leave a voicemail.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Retail
Client Success Manager - Total Platform employer: Next
Contact Detail:
Next Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager - Total Platform
✨Tip Number 1
Familiarise yourself with the eCommerce platforms that Next uses. Understanding their functionalities and features will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Next, especially those in client success or eCommerce roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer in your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlighting your problem-solving skills and ability to drive client satisfaction will resonate well with the hiring team.
✨Tip Number 4
Stay updated on the latest trends in eCommerce and customer success management. Being able to discuss recent developments or innovations in the industry during your interview will show that you're proactive and knowledgeable.
We think you need these skills to ace Client Success Manager - Total Platform
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in eCommerce and client success management. Use keywords from the job description to demonstrate that you meet the specific requirements of the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for eCommerce and your understanding of the Client Success Manager role. Mention specific experiences where you've successfully onboarded clients or improved their satisfaction.
Showcase Your Analytical Skills: Since the role involves performance analysis, include examples of how you've used data to drive decisions in previous positions. Mention any tools you're familiar with, like Google Core Web Vitals or Dynatrace.
Prepare for Potential Questions: Think about common interview questions related to client management and eCommerce. Prepare answers that reflect your problem-solving skills and ability to work in a fast-paced environment.
How to prepare for a job interview at Next
✨Showcase Your eCommerce Expertise
Make sure to highlight your experience in eCommerce website delivery during the interview. Be prepared to discuss specific projects you've worked on, the challenges you faced, and how you overcame them. This will demonstrate your capability to manage client success effectively.
✨Prepare for Client Relationship Scenarios
Think of examples where you've successfully built relationships with clients. Be ready to discuss how you handled difficult situations or feedback, as this role requires strong interpersonal skills and the ability to advocate for clients' needs.
✨Familiarise Yourself with Performance Metrics
Since the role involves performance analysis, brush up on key metrics like Google Core Web Vitals and other analytic tools. Being able to discuss how you've used data to drive decisions will show your analytical mindset and problem-solving abilities.
✨Demonstrate Your Project Coordination Skills
Prepare to talk about your experience in coordinating projects across different teams. Highlight your communication strategies and how you ensure timely delivery, as this is crucial for the Client Success Manager position.
