Client Success Lead

dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers.

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.

The Role

We’re looking for a Client Success Lead to join our Media team on a permanent basis. You would support stakeholders by applying data science, technology, and process to help retailers better understand and serve their customers. You will work as a respected and trusted client partner, delivering measurable value, fostering satisfaction and engagement that is commensurate with dunnhumby’s renowned reputation.

Key Accountabilities

• Develop a deep understanding of dunnhumby’s Retail Media Portal plus existing retail media processes by interacting with both product and client teams.
• Support in building user guides and applying best practices with our different stakeholders: Internal teams (Media Planners, Client Services) and external ones (CPG, Agencies and Retailers).
• Deliver training and give on-going support to in-market champions and external teams of users to promote rapid uptake of the product and ease of use.
• Identify gaps in on-going processes and functionalities and work with concerned teams to improve current workflow before the release of a module/channel/process.
• Nurture strong client relationships and gather insights and feedback from users and product analytics on real-world product use to feed back to Product teams.
• Monitor key KPIs to understand Product Adoption, Health, User journeys, etc. – identifying key patterns, trends, achievements, and opportunities.
• Monitor client support to proactively manage and address issues when product expertise is required beyond standard ticket resolution.
• Maintain all required skills & complete necessary training and act in line with our values and Code of Business.

Qualifications & Experience

• Bachelor’s degree or equivalent in any subject.
• Experience within Retail Media.

What You Can Expect From Us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy a comprehensive rewards package you’d expect from a leading technology company, along with a degree of personal flexibility you might not expect. Plus thoughtful perks like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition, but with a nimble, small-business feel that gives you the freedom to play, experiment, and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.

Our Approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work/life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

At dunnhumby, we utilise our diversity of thought as our competitive edge. We are proud of our diversity and committed to making dunnhumby an even more inclusive place to work that we can be proud of. Our diversity and inclusion work is designed to cultivate a culture of belonging, where every dunnhumbian feels safe to bring their whole self to work, where everyone is welcome and we practice what we preach.

We have a full D&I strategy to implement this long-term behaviour change; in addition, we have five employee‑led network groups to support colleagues in the areas of gender, sexual orientation, multiculturalism, mental health and wellbeing, and family.