Customer Success Manager
2 months ago
About THG
We’re a fast-moving, global technology group that specialises in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by 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. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.
Job Title: Customer Success Manager
Reporting to: Enterprise Director
Company: THG Ingenuity
Location: THG HQ (WA15 0AF) Office based
Life at THG Ingenuity
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.
Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
Life at THG:
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, the solution you’ll be working with is game changing in the Ecommerce space and is a globally unique D2C solution. You’ll be working with brands globally to understand how they want to take their products to a global audience and developing the proposition alongside them. 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.
As a Customer Success Manager you will:
Relationship Management:You will own and manage customer relationships, ensuring that you and the customers are aligned on key partnership goals and objectives. This involves regular communication and collaboration to ensure that both parties are working effectively toward common goals.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 will be essential.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. Proven ability to manage and deliver on account plans and drive growth is a must.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.
What's in it for You?
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 usEnhanced 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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