Customer Account Manager at Retail Insights

Theretailinsights; City of London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading retail platform in London seeks a Customer Account Manager to lead the client success team and drive operational excellence. The ideal candidate will have over 5 years of leadership experience in a dynamic setting. Responsibilities include mentoring the team, focusing on client success, and improving cross-departmental processes. The role offers competitive compensation and a vibrant, growth-oriented culture.

Benefits

Market-competitive compensation

Travel opportunity for international conferences

Unlimited growth potential

Qualifications

• 5+ years of leadership experience in a high-growth environment.
• Strong project-management and process-creation skills.
• Experience in client success/business operations.

Responsibilities

• Manage, grow and mentor the client success team.
• Focus on customer success and enabling growth.
• Implement best people-management practices.
• Harmonise cross-departmental processes.

Skills

Leadership experience

Project management

Analytical skills

Client success

Commercial acumen

People management

Job description

Customer Account Manager

Location: London, England, United Kingdom

About Us

Retail Insights is Northern Europe’s leading retail forum. We are strengthening the retail ecosystem by building a platform for insights, inspiration, and networking, connecting more than 3,000 leaders yearly from more than 15 countries. Retail Insights is part of United Media (https://www.united-media.com/) which focuses on building large scale industry media and conferences products in sectors such as insurance, HR, private equity, retail, etc. As of today, we have organically launched 8 media companies and acquired one.

Context for the Role

You’ll have the chance to shape and execute the company's client success strategy, collaborate with talented teams, and make a tangible impact on the company’s success. With a rapidly expanding market presence, this role offers both challenge and reward, providing the opportunity to lead a high‑performing team while directly influencing the company’s continued expansion. If you're passionate about scaling a business and being part of a forward‑thinking company, this is the perfect time to join and make your mark.

You will report directly to the Founder / CEO in this newly created position and will be tasked to scale the client success and operations departments, while getting the chance to impact all areas of the business at this exciting early growth stage. Specifically, you will become an integral part of the management team and work closely with the founders and be responsible for…

Responsibilities

• Team Leadership: Manage, grow and mentor the client success team, fostering a collaborative, top‑performing and innovative work environment. Set clear goals and expectations and evaluate team performance.
• Enabling exponential growth and expansion by focusing on what’s most important — the customer and their success.
• Implementing people‑management best practices and the team spirit required to scale and internationalise the functions across all markets.
• Building and harmonising cross‑departmental processes across the entire company to ensure a maximum level of efficiency and customer satisfaction.
• Working very closely with the organisation, to take a product‑led approach in creating an incredible end‑to‑end user journey.

Requirements

• 5+ years of leadership experience in related roles in a fast‑paced, high‑growth environment.
• Strong project‑management and process‑creation skills and strong ability to prioritise.
• A track record of successfully leading and scaling similar functions, including but not limited to client success, operations, sales, growth/international expansion, in a growth startup.
• Experience in client success / business operations, ideally in a high‑growth business.
• Strong analytical skills and fluency across relevant tools paired with commercial acumen.
• Proven success in applying automation to scale operations.
• A passion for people! For coaching, mentoring, leading, and uplifting your teams, with an ability to create a happy, high‑performing culture.
• Proven success in growing the client/customer success function and overall customer‑focused operations to support a rapidly growing business, ideally with exposure to driving revenue growth of a successful business.

What the company offers

• The opportunity of having a real impact – operational experience in a start‑up where both work and results are tangible and matter to the business.
• An inspiring, diverse, highly motivated, and international working atmosphere.
• Unlimited growth potential in our company – we strongly believe in and have a track record of promoting internally.
• Market‑competitive compensation.
• Travel opportunity: You will be joining our conferences overseas.
• Invaluable transferable skills – boost your interpersonal, research, organisation, outreach and project‑management skills through experience and training.

Start date

Flexible. Monday – Friday we work from our office and do not offer remote work.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Sales and Business Development

Industries

Retail