Insights Client Success Manager

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First. Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

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, Meijer, Procter & Gamble and Metro.

Role Mission: We are looking for a results-driven customer success manager to lead a team and support scaling our customer success team. This role is responsible for ensuring that our customers achieve their desired outcomes through our products and services, ultimately driving retention, satisfaction, and growth. The ideal candidate will have strong leadership skills, a customer-first mindset, and a proven track record in customer success.

Responsibilities:

• Leadership & Strategy: Lead, develop and hold to account a team of Customer Success Leads to drive customer satisfaction, retention, and expansion.
• Customer Retention & Growth: Develop and execute strategies to improve customer retention and increase upsell and cross-sell opportunities.
• Onboarding & Engagement: Ensure that new customers have a seamless onboarding experience and proactively drive adoption of products and services.
• Customer Advocacy: Build strong partnerships with customers, act as a trusted advisor, and advocate for their needs within dunnhumby.
• Metrics & Performance Tracking: Track and analyse both internal key performance indicators (KPIs) such as Net Promoter Score (NPS) and external KPIs such as value creation and success outcomes for our customers.
• Process Optimization: Continuously support refinement of customer success processes within dunnhumby to improve efficiency and scalability.
• Cross-Functional Collaboration Internally: Work closely with internal teams such as sales and enablement to ensure a seamless customer experience and provide feedback for product improvements.
• Cross Functional Collaboration with Retailer: Work closely with retailer commercial teams to create seamless customer experience delivering both brand and Tesco category growth.

What We’re Looking For:

• Industry Knowledge: Experience in the Grocery retail industry, preferably with experience supporting customers with insight and strategy development.
• Leadership Skills: Experience in management, with a proven ability to lead, coach, and develop a high performing team.
• Customer-Centric Mindset: Deep understanding of customer and retailer needs and a commitment to delivering and owning outcomes for an exceptional customer experience.
• Drive Mindset: Motivated by turning vision to reality, being resilient and overcoming obstacles and ability to inspire a team to achieve common goals.
• Communication: Excellent verbal and written communication skills, with the ability to present to executives and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with a data-driven approach to decision-making.

What you can expect from us: We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, 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 and dh Thrive as the 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. For an informal and confidential chat please contact stephanie.winson@dunnhumby.com to discuss how we can meet your needs.

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.