CRM Data Planner
TMW Unlimited
Client Success Director
Soar With Us
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- To build and lead a commercially driven client success function that directly impacts retention, account growth, and overall client satisfaction. You will act as the senior bridge between Fulfilment, Sales, and the C-Suite - ensuring our service delivery translates into measurable revenue expansion.
- Take ownership of churn flag responses across the Group’s top 30% of accounts, ensuring fast resolution, strategic direction, and senior-level involvement where necessary.
- Establish proactive processes to spot early signs of churn and embed these into the Fulfilment and AM functions.
- Partner with the COO and C-Suite to monitor and report retention trends, implementing corrective actions where needed.
- Manage and take necessary action on NPS survey responses, ensuring insights are converted into operational improvements.
- Act as a senior voice of the client within the agency, ensuring feedback shapes internal processes, product/service roadmaps, and team priorities.
- Build and manage internal training schedules (leadership, skills development, client excellence).
- Partner with managers to identify capability gaps and deploy targeted L&D programmes.
- Track and report on training impact against performance outcomes.
- Support on hiring decisions, workforce planning, and talent pipeline strategy.
- Oversee employee onboarding and off-boarding, ensuring consistency of experience.
- Provide support and relevant coaching to Management on sensitive people decisions, ensuring fairness and commercial balance.
- Act as a point of escalation for complex HR matters, including disciplinary, grievances, and performance management, while ensuring full legal compliance.
- Act as a trusted senior partner at the leadership table, influencing strategy and presenting insights/recommendations.
- Serve as a bridge between Fulfilment, Sales, and Leadership to ensure commercial alignment on all client initiatives.
- Coach Account Managers on commercial awareness and client growth strategies, without detracting from their project management focus.
Requirements
- are a senior leader with a proven track record in client success, revenue growth, or account expansion roles;
- are commercially minded, with the ability to align client needs with agency profitability;
- have excellent communication skills, able to influence both clients and internal leadership;
- are strategic but hands-on, willing to roll up your sleeves to solve problems;
- thrive in a fast-paced, high-growth, multi-brand environment;
- have 6+ years’ experience in client success, revenue expansion, or related leadership roles (agency or SaaS/e-commerce environment preferred).
Benefits
- 26 days annual leave (including your birthday off, and additional days for long-term service).
- Private Health Insurance (with wellness perks and rewards, available after 6 months).
- Life Insurance & Smart Health Services (including 24/7 virtual GP and wellbeing support).
- Cash Plan (reimbursement for dental, optical, physiotherapy and other healthcare expenses).
- Company Pension (auto-enrolment with employer contributions).
- Professional Development Fund (courses, certifications, and resources to support career growth).
- End of Year Bonus Scheme
- Kudos Recognition Platform (peer-to-peer recognition across the group).
- Hybrid & Remote Working options.
- Work Abroad Scheme (up to 30 days at a time).
- Regular Company Events & Team Socials to bring our brands together.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client successrevenue growthaccount expansionNPS survey managementtraining impact trackingworkforce planningtalent pipeline strategyperformance managementHR compliance
Soft skills
communicationstrategic thinkingproblem-solvinginfluencingleadershipcoachingcollaborationadaptabilityclient relationship management
