Commercial Director (CRM)

Our client is a leading provider of bespoke CRM and loyalty solutions, offering a suite of professional services in data science, complex integrations, and more. Our mission is to empower businesses with innovative tools and insights to enhance customer engagement and drive growth.

Role Overview:

The Commercial Director will play a pivotal role in driving the company’s revenue growth and market expansion. This role requires a strategic thinker with a deep understanding of the SaaS landscape, particularly in CRM and loyalty solutions. The ideal candidate will have a proven track record in commercial leadership, business development, and strategic partnerships.

Accountability:

1. Overall customer satisfaction and retention: The director is ultimately responsible for ensuring customers are happy, engaged, and continue using the company's products or services.
2. Driving customer health and value realization: Ensuring customers are successfully utilizing the product to achieve their desired outcomes and maximize their investment.
3. Developing and implementing effective customer success strategies: This includes aligning with business goals, setting internal targets, and defining processes for onboarding, training, support, and engagement.
4. Mentoring and leading the customer success team: Building a high-performing team, providing coaching and development opportunities, and driving a culture of customer focus.
5. Collaborating with other departments: Partnering with Sales, Marketing, Product, and other teams to ensure a seamless customer experience and address their needs effectively.
6. Data-driven decision making: Utilizing customer data and analytics to track performance, identify trends, and measure the impact of customer success initiatives.
7. Continuous improvement: Actively seeking feedback from customers and internal stakeholders to identify areas for improvement and optimize customer success strategies.

Core Responsibilities:

1. Owning overall Client PnLs and delivering all key metrics as set by the business.
2. Develop and implement comprehensive commercial strategies to achieve the company’s revenue and growth objectives.
3. Identify new market opportunities and lead market entry strategies.
4. Drive the acquisition of new clients through targeted sales strategies and relationship building.
5. Deliver/Exceed Revenue forecast in collaboration with CSMs through regular reviews via the forecasting exercise.
6. Lead and drive periodic pricing reviews and execute successfully.
7. Developing and defining customer success metrics: Establishing key performance indicators (KPIs) to track progress towards customer success goals.
8. Lead, mentor, and develop a high-performing commercial team, including sales and customer success functions.
9. Foster a culture of continuous improvement, collaboration, and customer-centricity.
10. Customer health monitoring and proactive outreach: Implementing processes to identify at-risk customers and proactively address their concerns before they escalate into churn.
11. Developing and delivering customer training and onboarding programs: Ensuring customers are effectively trained on the product or service to maximize their success.
12. Building and managing customer communities: Fostering active communities where customers can connect, share knowledge, and learn from each other.
13. Managing customer relationships: Building strong relationships with key customer stakeholders and acting as their advocate within the company.
14. Communicating customer insights and feedback: Sharing customer needs, challenges, and feedback with other departments to drive product improvements and enhance the overall customer experience.
15. Analyzing customer data and reporting: Extracting insights from customer data to inform decision-making and measure the effectiveness of customer success initiatives.

Key Capabilities:

1. Strong leadership and management skills: Ability to motivate and inspire a team, delegate effectively, and provide constructive feedback.
2. Excellent communication and interpersonal skills: Building rapport with customers and key stakeholders, communicating effectively at all levels, and actively listening to understand needs.
3. Strategic thinking and problem-solving skills: Analyzing complex situations, identifying root causes of problems, and developing actionable solutions.
4. Data-driven decision making: Ability to interpret customer data and analytics to make informed decisions and measure the impact of initiatives.
5. Strong business acumen: Understanding the key drivers of customer value and how customer success contributes to company growth.
6. Change management and adaptability: Embracing change, proactively adapting to new market trends and customer needs, and driving continuous improvement.
7. Passion for customer success: A genuine passion for helping customers achieve their goals and creating long-lasting relationships.