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- Tasks: Lead client success initiatives and drive exceptional client retention across the UK, Ireland, and Sweden.
- Company: Join ADP, a Fortune Most Admired Company with a focus on client relationships.
- Benefits: Enjoy 25 days holiday, flexible benefits, study support, and an annual bonus scheme.
- Why this job: Make a real impact by enhancing client experiences and driving revenue growth.
- Qualifications: 5+ years in leadership roles with strong client success and account management experience.
- Other info: Hybrid working model with opportunities for professional development and team collaboration.
The predicted salary is between 54000 - 84000 £ per year.
We are recruiting for a Director of Client Success to join our Client Success team!
Location: Our Staines office
Hybrid working: 3 days in office and 2 days from home
As Director of Client Success for United Kingdom, Ireland and Sweden at ADP, you will be the strategic custodian of our client relationships across these markets. Your mission is to drive exceptional client retention and satisfaction while identifying and capitalising on revenue growth opportunities. Leveraging deep client insights, you will collaborate with Product and Service teams to ensure our offerings remain market-leading and aligned with client needs across all three countries.
You will lead and inspire a high-performing Client Success team, fostering talent development and embodying the values that have made ADP a ‘Fortune Most Admired Company.’ As a key member of the Senior Leadership Team of Services, you will build and nurture strong C-level relationships, championing client experience and operational excellence across the organisation and region.
Key Responsibilities
- Strategic Leadership & Regional Alignment: Translate ADP’s strategic objectives into actionable operational initiatives that enhance the efficiency and effectiveness of the Client Success function across the UK, Ireland, and Sweden. Drive continuous improvement in client retention, satisfaction, and revenue growth regionally.
- Client Relationship Management: Own and deepen relationships with senior client stakeholders in all three countries, ensuring a consistent, high-quality client experience. Develop and implement client engagement models and account plans tailored to regional market needs.
- Revenue Growth & Opportunity Identification: Identify and close incremental revenue opportunities within the existing client base across the UK, Ireland, and Sweden, collaborating closely with Sales, Product, and Service teams.
- Operational Excellence: Establish and monitor key performance metrics to track client success outcomes and team performance regionally. Optimize team structure and workflows to maximize productivity and client impact.
- Client Experience Champion: Lead initiatives to improve day-to-day client experience across all markets, leveraging Relational NPS insights to delight clients and reduce churn. Ensure client feedback is systematically captured and communicated to Product Development for continuous enhancement.
- Team Leadership & Development: Inspire, motivate, and develop a multi-functional team of client success professionals across the organisation. Promote a culture of internal progression, collaboration, and high engagement.
- Cross-Functional Collaboration: Build strong partnerships with Directors of Service, Payroll Specialists, and Client Support teams to ensure seamless service delivery and resolution of client issues.
- Communication & Influence: Develop and execute communication plans to increase positive client interactions regionally. Represent Client Success at the UK ExCom and other senior forums, influencing at C-level both internally and externally.
- Project Leadership: Lead or contribute to strategic projects that support client success and organisational growth across the region.
What You’ll Need
- 5+ years’ leadership experience in professional services, BPO, or employment agency sectors, with a proven track record in client success or account management.
- Strong strategic thinker with the ability to translate strategy into operational plans that improve efficiency and drive growth.
- Exceptional analytical, presentation, and communication skills, confident engaging at C-level and Executive Committee levels.
- Proven ability to build and maintain strong internal and external relationships.
- Skilled influencer and negotiator across all organisational levels.
- Demonstrated leadership in motivating and developing high-performing, multi-disciplinary teams.
- Commercial acumen with strong financial and time management skills.
- Innovative problem solver with lateral thinking and a tenacious drive to win.
- Flexible and adaptable to evolving business needs.
Bonus Points For
- Knowledge of HR and Payroll processes and drivers.
- Experience in senior account management roles within payroll or bureau environments.
- Understanding of payroll legislation and bureau operational practices.
Benefits:
- 25 days holiday (you can also buy and sell up to 5 days each year)
- Flexible benefits - private medical insurance, excellent pension scheme, subsidised gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
- Study support
- Employee Assistance Program
- Company social events
- Annual bonus scheme
Director Client Success employer: ADP
Contact Detail:
ADP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Client Success
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Practice common interview questions and come up with some great examples of your past successes.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a chance to reiterate why you’re the perfect fit for the Director of Client Success position.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you land that dream job. Plus, applying directly shows your commitment and interest in joining our awesome team at StudySmarter.
We think you need these skills to ace Director Client Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director of Client Success role. Highlight your experience in client relationship management and strategic leadership, as these are key aspects of the job. We want to see how your skills align with our mission!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate your success in client retention and revenue growth. This will help us see the value you can bring to our team.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can inspire and lead a team, so don’t be afraid to show us your passion for client success and your approach to fostering talent development.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at ADP
✨Know Your Client Success Metrics
Before the interview, brush up on key performance metrics related to client success. Understand how they apply to the role and be ready to discuss how you would establish and monitor these metrics in your new position.
✨Showcase Your Strategic Thinking
Prepare examples of how you've translated strategic objectives into actionable plans in previous roles. Highlight your ability to drive client retention and satisfaction while identifying revenue growth opportunities.
✨Build Strong Relationships
Be ready to talk about your experience in managing senior client relationships. Share specific instances where you’ve deepened client engagement and how you tailored your approach to meet diverse regional needs.
✨Demonstrate Leadership Skills
Think of examples that showcase your leadership style and how you've inspired high-performing teams. Discuss how you promote a culture of collaboration and internal progression, which is crucial for this role.