Client Success Director

4 weeks ago

London, UK, United Kingdom VML Full time

Who we are & what we do:

Gain Theory is 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 a successful organisation and Gain Theorys 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.

At Gain Theory, we love accelerating growth for our people. As a Gain Theorist, 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 Senior Director will be responsible for client leadership across a selection of Gain Theorys portfolio. The ideal candidate should have a minimum of 8 years of experience in client relationship management and data analytics. We expect this person to be the primary point of contact for senior client stakeholders and to act as a trusted advisor, deeply understanding client business objectives and leveraging Gain Theorys expertise to deliver exceptional value and drive measurable results.

We require someone who has a deep understanding of data and analytics, able to interpret complex datasets and extract actionable insights that drive client success. This person should serve as an inspirational leader within the Client Success team, fostering a collaborative and results-oriented environment.

Key Activities & Accountabilities

Delivery:

  • Ensures projects within remit are managed to time and scope. Highlights any risks to client lead.
  • Puts in place robust quality assurance techniques and follows them to ensure work going to clients is right first time.
  • Uses data and analytics interpretation skills to bring insights to life for a mid-senior audience (i.e. most senior day-to-day client stakeholder)
  • Is a strong data storyteller who can explain complex insights at a simple, impactful level to a variety of audiences.
  • Ensures clients have full knowledge and training of Gain Theory Interactive, highlighting any bugs or enhancements to the GTI team.
  • Ensures projects are following Operational Excellence process and that there is full adherence from Client Success team.

Financial:

  • Looks for opportunities to drive profitable growth for clients and take on incremental (e.g. 1-30% growth) opportunities. Bring in client lead and senior team for larger opportunities.
  • Identifies values driven for clients and looks to assist clients in recognising that value.
  • Understands how decisions made on projects will impact profitability and looks to run more efficient processes or tighter management of scope, designed in consultancy with client lead.
  • Understands how actions they take will impact overall Gain Theory profitability and looks to make the right decisions towards this at all times
  • Is involved in new business pitches as part of a wider team. May be expected to lead opportunities that do not need a large team.

Client Management

  • Manages against SOW to ensure limited scope creep and slippages.
  • Implements plans to drive higher client satisfaction across every metric, highlighting any issues to client leadership.
  • Helps to increase number of stakeholders and advocacy at the right level (e.g. most senior day to day stakeholder). Works with client leadership to embed plan.
  • Works with client leadership on risk mitigation process, highlighting any risks early and working on plans to mitigate.

Thought Leadership

  • Has sufficient knowledge of most of Gain Theory solutions, systems and ways of working to have a healthy conversation with a client in any aspect of Gain Theorys offering. Is actively looking to learn in this space.
  • Maintains a solid understanding of their clients industries, keeping up to date with key trends and seeking opportunities for growth.
  • Maintains a good understanding of the marketing effectiveness industry, assessing for threats, challenges and opportunities that said industry presents to client relationships.

Values and Team

  • Is an inspirational leader for Client Success Managers.
  • Implements initiatives to improve Client Success team satisfaction within squad. Understands what drives employee satisfaction and looks to make things better for all.
  • Facilitates collaborative learning and knowledge sharing to boost team capabilities.

KPIs and Success Factors

  • Net Sales Growth
  • # of Client Stakeholders
  • Client Influence
  • Client Advocacy
  • Client Satisfaction
  • Client Success Practice Area ESAT
  • OPEX Implementation
  • Value generated for Clients
  • Awards entered

Key Relationships

  • Clients
  • Client Success Group
  • Data, Analytics and Operations Practice Areas
  • New Business and Strategy

Gain Theory is committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect. As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Gain Theory is a WPP-owned consultancy.

Note: We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

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