Insights Client Success Manager (FTC)

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.

12‑month FTC position based in our London office, Hammersmith

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

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

Qualifications

• Experience in the Grocery retail industry, preferably with experience supporting customers with insight and strategy development.
• Proven ability to lead, coach and develop a high‑performing team.
• Deep understanding of customer and retailer needs and a commitment to delivering and owning outcomes for an exceptional customer experience.
• Motivated by turning vision to reality, resilient, able to inspire a team to achieve common goals.
• Excellent verbal and written communication skills, with the ability to present to executives and stakeholders.
• Strong analytical and problem‑solving skills with a data‑driven approach to decision‑making.

What You Can Expect From Us

You’ll enjoy a comprehensive rewards package from a leading technology company, as well as personal flexibility you might not expect – including flexible working hours and a day off for your birthday. You’ll benefit from cutting‑edge technology and a small‑business feel that gives you the freedom to play, experiment and learn.

We live diversity and inclusion every day. We have thriving networks that support colleagues across gender, sexuality, cultural background, mental health, well‑being and family. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process.

Our Approach to Flexible Working

We value and respect differences, and are committed to building an inclusive culture where you can balance a successful career with your personal commitments and interests outside of work. Some roles lend themselves to flexible options more than others, so if this is important to you, please raise it with your recruiter – we are open to discussing agile working opportunities during the hiring process.

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