At a Glance
- Tasks: Support clients using data science to enhance customer understanding and satisfaction.
- Company: Join dunnhumby, a leader in Customer Data Science with a global presence.
- Benefits: Enjoy flexible working hours, your birthday off, and a comprehensive rewards package.
- Other info: Be part of a diverse and inclusive culture that values your unique contributions.
- Why this job: Make a real impact by helping iconic brands innovate and grow.
- Qualifications: Bachelor’s degree and experience in Retail Media required.
The predicted salary is between 50000 - 65000 £ per year.
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.
Client Success Lead employer: Dunnhumby
At dunnhumby, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through our investment in cutting-edge technology and flexible working arrangements, allowing you to thrive both professionally and personally. With a strong focus on diversity and inclusion, we ensure that every team member has the opportunity to shine and contribute to transformative projects for iconic brands.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dunnhumby. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dunnhumby before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dunnhumby:Your cover letter is your chance to shine! Tell us why you want to work at Dunnhumby specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dunnhumby!
How to prepare for a job interview at Dunnhumby
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
