At a Glance
- Tasks: Lead client relationships and ensure exceptional customer experiences for high-value accounts.
- Company: Established media production and events group with a focus on client success.
- Benefits: Up to £65k salary, 20% bonus, hybrid working, enhanced pension, and 25 days holiday.
- Other info: Inclusive culture that celebrates diversity and offers excellent career development opportunities.
- Why this job: Make a real impact by driving client retention and growth in a dynamic environment.
- Qualifications: Experience in Customer Success or Account Management, strong communication and stakeholder management skills.
The predicted salary is between 40500 - 49500 £ per year.
Head of Client/Customer Success Manager – Sales Enablement/Events/Media – Up to £65k + 20% bonus + hybrid working (1-2 days in the office per week).
Our client is an established group leading the way across media production, events, publishing, intelligence and training.
They are looking to onboard a Head of Client Success working across two highly successful sectors of their business.
This is not a sales role - this is a role working with existing accounts, focusing on client retention and growth and using strong B2B marketing understanding to develop client relationships.
In addition to a 20% bonus, our client offers an employee focused culture with hybrid working with 1 or 2 days in the office per week, an enhanced pension scheme, health and wellbeing services, summer early Friday finishes and 25 days holiday plus bank holidays.
As Head of Client Success, you will oversee all client relationships and provide a customer-centric experience to a growing portfolio of high-value clients.
Working closely with senior stakeholders you will have the chance to build collaborative client relationships with key stakeholders, act as a trusted advisor throughout the client journey, and proactively manage campaign delivery alongside marketing operations and other internal teams.
Client retention is key; managing the client relationship, and providing high-level reporting, which in turn, ensures successful growth.
This role will manage a team and and sits at the centre of the client relationship, bringing together strategy, campaign execution, performance management and stakeholder engagement.
What do I need?
- Proven experience in Customer Success, Client Services, Account Management or a similar client facing role, ideally within B2B media, publishing, marketing, data, technology or an agency environment.
- Able to work with KPIs, account health metrics, campaign performance and ROI reporting.
- Strong judgement particularly when managing complex client requirements
- Exceptional communication skills, with the ability to clearly articulate and drive new ideas
- Excellent understanding of B2B marketing
- Strong stakeholder management skills and confident personality
- Highly organised and customer-focused, curious and innovative mindset
- Able to successfully manage projects across multiple channels
Spotlight Recruitment is an Equal Opportunities Employer.
Our focus is to ensure we're inclusive every day, helping our clients to recruit and build organisations that reflect modern society and celebrate diversity in all its forms.
We want our candidates to feel that they belong and can be their best, regardless of background, identity or culture and we especially welcome applications from under-represented groups.
If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, please contact us and we’ll do everything we can to help.
We are committed to supporting candidates who may need alternative arrangements.
This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.
We are required to verify that candidates and employees meet the eligibility criteria to reside and work in the location specified.
Unfortunately, we cannot offer visa sponsorship for candidates requiring a work permit in this location.
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Head of Customer Success in London employer: Spotlight Recruitment
Join a prestigious luxury fashion brand that values creativity and innovation, offering a vibrant work culture where your storytelling skills can shine. With a focus on employee growth, you will have access to professional development opportunities and the chance to collaborate with industry leaders in a dynamic environment. Located in a fashion-forward city, this role provides unique advantages such as networking with top talent and being at the forefront of luxury trends.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Spotlight Recruitment. 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 Spotlight Recruitment 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 Head of Customer Success in London
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 Spotlight Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Spotlight Recruitment 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 Spotlight Recruitment!
How to prepare for a job interview at Spotlight Recruitment
✨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.
