Client Success Manager

VML; London; Hybrid; GBP 100,000 - 125,000

Job description

Role Description

The Client Success Manager will report to the Client Success Director and work closely with the client leadership team to ensure optimal delivery and satisfaction. The ideal candidate should have a minimum of 5 years of experience in project management, client relationship management, and data analytics.

The Client Success Manager should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively. They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues.

The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry and be up to date with the latest trends and developments. They should be able to interpret data and analytics insights and present them in a clear and concise manner to clients.

The Client Success Manager should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams.

Key Activities & Accountabilities

1. Drive optimal client project processes for work delivery and client satisfaction.
2. Deliver high-quality client materials in line with strategic objectives.
3. Contribute to collaborative team learning and knowledge sharing to strengthen capabilities.
4. Deliver in specific areas of client engagement and management as defined by client leadership.
5. Support with client growth initiatives and new business pitches.
6. Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction.
7. Maintain a strong focus on the Marketing Effectiveness & analytics industry and those of our clients.

KPIs and Success Factors

1. Client Satisfaction: Performance, Preference and Likelihood to Recommend
2. Net Sales Growth
3. Active Client Stakeholder #s
4. Influence of Client Stakeholders
5. Value Generated for Clients
6. Client Advocacy (willingness to enter awards, provide references, awards)
7. Average Annual Client Size
8. Client Success Employee Satisfaction

Critical Capabilities

1. Data and analytical interpretation skills to bring GT insights to life for a client audience.
2. Proficient in supporting project and client relationship management.
3. Knowledgeable in SOW oversight and risk management practices.
4. Committed to supporting quality assurance and best practice adherence.
5. Effective communication and interpersonal skills to aid team collaboration.
6. Strategic assistance in financial analysis for client budgeting and profitability insights.
7. Lives and breathes Gain Theory values.

Key Relationships

1. Clients, Client Success Group
2. Data, Analytics and Operations Practice Areas, New Business and Strategy

What you can expect:

1. Your opportunity to work with some of the most respected brands across the world.
2. Opportunities to accelerate your learning, development and career growth, through best-in-class learning, training and development tools, resources and opportunities.
3. Recognition & Reward for colleagues that go above and beyond in living our values.
4. Hybrid working that works for everyone.
5. Best-in-class, colleague-lead Employee Resources Groups (ERGs) - like Roots, SoCo, Lumena, SpoCo, CSR - who run lead events and activities throughout the year.
6. Fantastic social events, Inclusion & Diversity activities throughout the year.
7. Private medical insurance.
8. Group Life assurance.
9. Market-leading family friendly policies.
10. Generous pension plan.
11. Generous holiday entitlements.
12. Birthdays off.
13. Additional days off between Christmas and New Year, so colleagues can spend quality time with their loved ones.
14. Generous Refer a Friend Scheme.
15. Season Ticket Loans.
16. Cycle to work Scheme.
17. Robust Mental Health & Wellbeing support.
18. In addition, being part of VML and WPP means we have access to incredible discounts with 100's of leading retailers and much more and importantly best in class learning & development programmes, growth opportunities and thought leadership.

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 successful organisations and Gain Theory's 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:

1. Data strategy, harmonization, and visualization.
2. Advanced analytics and modelling, including MMM (Marketing Mix Modelling), attribution and unified measurement, testing, segmentation, behavioural sciences, choice analytics, simulation, war gaming and forecasting.
3. 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. You can read more about our values here: www.gaintheory.com/our-culture-people-and-value

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. For more information, please visit our website and follow Gain Theory on our social channels via LinkedIn and Twitter.

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