Client Success Manager (London)

WHO WE ARE AND WHAT WE DO?

We are a leading global marketing effectiveness and foresight consultancy.  We combine quality data, proprietary technology, and advanced analytics to give our clients the confidence to make better informed investment decisions that drive growth.

Growth is the defining characteristic of successful organisations and our vision is to accelerate growth for ambitious brands.  We define ambitious brands as those that generate earnings/profits that are above the industry average.  We deliver:

  • Data strategy, harmonization, and visualization
  • Advanced analytics and modelling, including MMM (Marketing Mix Modelling), attribution and unified measurement, testing, segmentation, behavioural sciences, choice analytics, simulation, war gaming and forecasting
  • High-touch consultancy that includes bespoke roadmaps, training and education, industry benchmarking and activation planning

We love accelerating growth for our people.  As a member of our team, you will need to demonstrate behaviours which support our values.

Our values are: Be Curious, Be Positive, Act with Consideration and Make it Better.

 

ROLE DESCRIPTION

The Client Success Manager will report to the Client Success Director and work closely with the client leadership team to ensure optimal delivery and satisfaction.  The ideal candidate should have a minimum of 5 years of experience in project management, client relationship management, and data analytics.

The Client Success Manager should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively.  They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues.

The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry and be up to date with the latest trends and developments. They should be able to interpret data and analytics insights and present them in a clear and concise manner to clients.

The Client Success Manager should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams.

 

KEY ACTIVITIES & ACCOUNTABILITIES 

  • Drive optimal client project processes for work delivery and client satisfaction
  • Deliver high-quality client materials in line with strategic objectives
  • Contribute to collaborative team learning and knowledge sharing to strengthen capabilities
  • Deliver in specific areas of client engagement and management as defined by client leadership
  • Support with client growth initiatives and new business pitches
  • Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction

 

KPIs & SUCCESS FACTORS

  • Client Satisfaction: Performance, Preference and Likelihood to Recommend​
  • Net Sales Growth​
  • Active Client Stakeholder #s​
  • Influence of Client Stakeholders​
  • Value Generated for Clients​
  • Client Advocacy (willingness to enter awards, provide references, awards)​
  • Average Annual Client Size​
  • Client Success Employee Satisfaction

 

CRITICAL CAPABILITIES

  • Data and analytical interpretation skills to bring our insights to life for a client audience
  • Proficient in supporting project and client relationship management
  • Knowledgeable in SOW oversight and risk management practices
  • Committed to supporting quality assurance and best practice adherence
  • Effective communication and interpersonal skills to aid team collaboration
  • Strategic assistance in financial analysis for client budgeting and profitability insights
  • Lives and breathes our values

 

KEY RELATIONSHIPS

  • Clients
  • Client Success Group
  • Data, Analytics and Operations Practice Areas
  • New Business and Strategy
Client Success Director (London)