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- Tasks: Lead client success initiatives and drive digital transformation for retail accounts across Europe.
- Company: Join SkillNet Solutions, a leader in modern commerce and digital transformation.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by guiding major retail clients through innovative technology solutions.
- Qualifications: 10+ years in client success or strategic account management, preferably in retail.
- Other info: Dynamic role with travel opportunities and a focus on collaboration and excellence.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: Remote, Europe
Travel: 25–30% within Europe based on client needs
About SkillNet Solutions
SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to enterprises undergoing digital transformation. By implementing cloud and SaaS applications, SkillNet helps clients adapt to evolving consumer behaviours and build seamless client journeys across B2B, B2C, and B2B2C markets. Since its founding in 1996, SkillNet has partnered with industry leaders such as Oracle, Salesforce, AWS, and others to modernise operations, accelerate agility, and enhance digital and in-store experiences. With solutions delivered across 63 countries for global enterprises including Disney, lululemon athletica, and PayPal, SkillNet continues to redefine what’s possible in unified commerce and retail transformation.
Position Summary
SkillNet is seeking a strategic, relationship‑driven Director of Client Success to oversee enterprise retail accounts across Europe. This role focuses on driving measurable value for existing clients (“farming”) by aligning digital transformation programmes, IT strategy, and enterprise systems with client business goals. The ideal candidate combines deep retail and unified commerce expertise with proven account leadership, a consultative approach, and the ability to build long‑term executive relationships while guiding multi‑phase transformation programmes.
Key Responsibilities
- Client Success & Strategic Advisory
- Serve as the trusted advisor to key retail clients, guiding them through technology modernisation and continuous innovation aligned with their strategic objectives.
- Lead business transformation initiatives that enhance operational performance, client engagement, and profitability.
- Build and execute strategic account plans focused on long‑term value, retention, revenue growth, and partnership expansion.
- Account Growth & KPI Ownership
- Own key account‑level KPIs including upsell and cross‑sell achievements, on‑time delivery for non‑SDLC programmes, and overall account health, retention, and satisfaction metrics.
- Identify, qualify, and drive expansion opportunities across digital commerce, omnichannel retail, cloud modernisation, and enterprise systems.
- Collaborate closely with Solutioning/Pre‑Sales teams to develop pitches, proposals, and tailored value stories that support account expansion.
- Program & Delivery Leadership
- Oversee end‑to‑end delivery of multi‑phase enterprise transformation programmes, ensuring timelines, budgets, quality, and KPIs are fully met.
- Use data‑driven insights to monitor delivery performance, assess risks, and inform strategic decision‑making.
- Partner with product, engineering, and delivery teams to develop client‑specific roadmaps across unified commerce, eCommerce, POS, OMS, ERP, CRM, and cloud initiatives.
- Executive Relationship & Stakeholder Management
- Strengthen relationships across client executive, business, and IT leadership levels.
- Represent SkillNet in steering committees, executive reviews, and strategic planning sessions.
- Advise clients on cloud adoption, hybrid‑cloud architectures, and international expansion requirements across Europe or globally.
- Operational & Financial Oversight
- Lead financial planning, forecasting, and contractual oversight across assigned accounts.
- Ensure optimal resource allocation, utilisation, and operational efficiency across engagements.
- Promote a culture of collaboration, transparency, and excellence in client experience within internal teams.
Experience & Qualifications
- 10+ years of experience in Client Success, Strategic Account Management, or Business Transformation, preferably in retail or consumer goods.
- Demonstrated ability to grow enterprise accounts through consultative engagement and long‑term relationship management.
- Deep knowledge of retail technologies—eCommerce, POS, OMS, ERP, CRM, payment processing, and inventory systems.
- Proven success leading large‑scale programme delivery and IT strategy execution.
- Strong commercial acumen with experience in budgeting, forecasting, and executive communication.
- Experience working with cloud and hybrid‑cloud environments.
- Bachelor’s degree in Business, Technology, or related field (MBA preferred).
- Prior experience working with UK or European retailers is a plus.
Core Competencies
- Client Success & Strategic Account Management
- Business Transformation Leadership
- Retail Technology & Unified Commerce Expertise
- Account Growth & Upsell Strategy
- Product Road‑Mapping & IT Strategy
- Program & Project Delivery
- Cloud / Hybrid Cloud Adoption
- Data‑Driven Decision Making
- Stakeholder & Executive Management
- Solutioning & Pitch Development
- Communication & Creative Problem Solving
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Internet Publishing
Director - Client Success (Retail) employer: SkillNet Solutions, Inc.
Contact Detail:
SkillNet Solutions, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director - Client Success (Retail)
✨Tip Number 1
Network like a pro! Reach out to your connections in the retail and tech sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect Director of Client Success role!
✨Tip Number 2
Showcase your expertise! Create a personal website or LinkedIn profile that highlights your achievements in client success and business transformation. Share insights on retail technologies and trends to position yourself as a thought leader in the field.
✨Tip Number 3
Prepare for interviews by researching SkillNet Solutions and their clients. Understand their digital transformation strategies and think about how your experience aligns with their goals. Tailor your responses to demonstrate how you can drive value for their retail accounts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for joining the SkillNet team and contributing to their mission in modern commerce.
We think you need these skills to ace Director - Client Success (Retail)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director - Client Success role. Highlight your experience in client success and retail, and show how your skills align with our mission at SkillNet Solutions.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven client success and business transformation in previous roles. We love seeing measurable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build long-term relationships, so showing your genuine passion for client success and retail will definitely set you apart.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the hiring process!
How to prepare for a job interview at SkillNet Solutions, Inc.
✨Know Your Client Success Strategies
Make sure you understand the key principles of client success, especially in the retail sector. Be ready to discuss how you've driven measurable value for clients in the past and how you can apply that experience to SkillNet's enterprise accounts.
✨Showcase Your Relationship-Building Skills
This role is all about building long-term relationships. Prepare examples of how you've successfully managed executive relationships and guided clients through technology transformations. Highlight your consultative approach and how it has led to account growth.
✨Demonstrate Your Knowledge of Retail Technologies
Familiarise yourself with the latest retail technologies like eCommerce, POS, and CRM systems. Be prepared to discuss how these technologies can enhance operational performance and client engagement, and how you’ve leveraged them in previous roles.
✨Prepare for Data-Driven Discussions
Since this position involves monitoring KPIs and using data to inform decisions, be ready to talk about how you've used data-driven insights in your past roles. Bring examples of how you've assessed risks and made strategic decisions based on performance metrics.
