A leading global insights and consultancy firm is seeking a Head of Customer Success to take ownership of some of its most strategic accounts. This senior position is focused on driving measurable commercial growth, strengthening long-term client relationships, and ensuring that insights translate into meaningful impact for brands.
The business partners with some of the world’s best known FMCG and retail companies, helping them understand and influence consumer decisions across the shopper journey both online and in store. With a digital-first, behavioural approach, the team delivers strategies that increase sales and build brand equity.
Responsibilities:
* Lead and expand relationships with key accounts, ensuring consistent delivery of value and revenue growth.
* Develop strategic account plans that unlock new opportunities, drive retention, and expand client engagement.
* Introduce clients to a broad range of research solutions, including quantitative, qualitative, and AI enabled approaches.
* Oversee the smooth execution of projects, aligned with client success metrics, budgets, and revenue goals.
* Build accurate revenue forecasts across weekly, monthly, and annual timeframes.
* Serve as a trusted advisor to senior stakeholders, providing guidance on research solutions and consumer insights.
* Collaborate cross-functionally to deliver high-quality, insight-driven outputs.
* Play a key role in advancing company-wide initiatives and achieving performance goals.
Requirements:
* 5+ years of experience in market research, customer success, or a related client-facing commercial role.
* A proven track record in managing complex client relationships with clear revenue impact.
* Strong knowledge of research methodologies (quantitative, qualitative, and emerging AI driven approaches).
* Excellent communication and influencing skills with senior stakeholders.
* A commercially minded, strategic, and detail-oriented approach.
* Experience leading teams or cross-functional collaboration in fast-paced environments.
Benefits include:
* 25 days holiday (plus bank holidays)
* Hybrid working model (3 days per week in the London office)
* Competitive salary and performance-based bonus
* Health and wellness benefits
* Pension scheme
* Ongoing training, mentorship, and career development
* Team events, recognition programs, and company celebrations
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