Customer Success Professional

1 day ago

Manchester, United Kingdom THG Full time

About THG

We're a fast-moving, global technology group that specialises in taking brands direct to consumers through our fully integrated digital commerce ecosystem, THG Ingenuity.

We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics, ensuring that our clients can fully realise their vision and maintain their leadership in a rapidly evolving global industry.

Job Title: Customer Success Manager

Reporting to: Enterprise Director

Company: THG Ingenuity

Location:

Life at THG Ingenuity

Our team is dedicated to helping brands succeed in the direct-to-consumer market through our comprehensive suite of solutions.

Each member of our team is passionate about delivering outstanding results and building strong relationships with our clients, ensuring that they achieve their goals and maintain a competitive edge in the industry.

Why be a Customer Success Manager at THG Ingenuity:

About the Customer Success team and the Role As a member of the customer success team, you will be working with brands globally to understand their needs and develop tailored solutions to drive growth and success.

Ingenuity as a platform and solution, offers brands a market leading direct to consumer technology, digital and infrastructure solution that's much quicker, cheaper and with considerably less risk.

Responsibilities:

  • Relationship Management:
    You will own and manage customer relationships, ensuring that you and the customers are aligned on key partnership goals and objectives.
  • Revenue Growth and Account Management:
    You'll be tasked with upselling opportunities and driving growth in line with account plans, meeting Annual Contract Value (ACV) targets and delivering on customer growth objectives.
  • Change Management:
    As a key point of contact for change requests, you will manage both internal and external approvals and ensure the commercial aspects are handled effectively.
  • Consultation on D2C Challenges:
    Engaging with brands on their direct-to-consumer ambitions, helping them overcome challenges, and identifying how Ingenuity's solutions can be implemented to resolve these challenges.
  • Internal Collaboration:
    You'll work with internal teams (operations, project management, tech, etc.) to ensure the delivery of solutions that meet customer needs and align with strategic goals.
  • Strategic Leadership:
    You will support the strategic direction of customer accounts on a daily basis, offering insights, market updates, and recommendations to strengthen the customer's business.
  • Commercial Accountability:
    You will be responsible for managing P&Ls (Profit and Loss) for both the customer and internal teams, ensuring that resources are efficiently allocated and that costs are managed effectively.
  • Market Awareness:
    Keeping a close watch on market trends and conditions will be crucial, ensuring that the customer's strategy remains relevant and competitive in the broader marketplace.

Requirements:

  • Experience:
    Background in customer success, account management, or delivery management roles is required, with a proven ability to manage and deliver on account plans and drive growth.
  • Relationship Building & Influencing:
    Strong relationship-building and influencing skills are essential, both internally and externally, to ensure alignment and collaboration.
  • Communication Skills:
    Strong listening, negotiation, and presentation skills are critical to effectively managing relationships and driving results.
  • Technical Proficiency:
    Proficiency with PowerPoint, Word, Excel, and other office applications is needed to manage presentations, reporting, and strategy development.

Career Development

  • Access bespoke development programmes that have been designed and developed by our in-house L&D team.
  • Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

  • 25 days annual leave plus bank holidays.
  • Don't want to work on your birthday? We don't either Enjoy your day off on us
  • Enhanced maternity and paternity pay, depending on length of service.
  • Up to 10 days compassionate leave.
  • Buy back up to 3 days each year.
  • Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

  • Access face-to-face and virtual appointments with our in-house GP.
  • Access our in-house CBT therapist.
  • Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
  • State-of-the-art on-site gym.
  • Access to our on-site physio.

Other Perks

  • Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
  • Subsidised bus pass from Manchester City Centre to our ICON office.
  • Up to 50% staff discount on THG brands.
  • On-site staff shop.
  • Access to on-site barber.
  • Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
  • Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

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