Client Success Manager - Total Platform Job Description We are looking for a Client Success Manager with a strong background in eCommerce website delivery to join our eCommerce Total Platform team! Based from Next Head Office in Enderby, Leicestershire with a competitive salary range of £50,000 - £62,000 and great benefits! At NEXT, not only are we one of the UK’s largest fashion retailers, but we’re also one of the largest listed companies, full-stop. Selling our products and thousands of world-famous brands, both in-store and online UK and Internationally. What’s more, we’re growing. Fast. And it’s the kind of growth and investment that is exciting for everyone in our business. Total Platform is an exciting new business-to-business online service that offers brands a full solution for eCommerce, including website, warehousing, logistics, customer care, marketing and customer data management. We let brands focus on their product and creative, and we drive their new online business forward including innovations, sales, operations and technology developments. As a Client Success Manager, you will be responsible for ensuring the successful onboarding, implementation and ongoing satisfaction of our clients' website developments. What else is involved? About the role: Client Onboarding and Training: • Support onboarding sessions to introduce clients to our e-commerce platforms and functionalities. • Provide comprehensive training and resources to empower clients in managing their online stores effectively. Project Coordination • Collaborate with cross-functional teams (designers, developers, content creators) to ensure timely and successful project delivery - Act as a liaison between clients and internal teams, providing updates on project progress. Client Relationship Management: • Cultivate strong relations with clients to understand their needs and goals. • Regularly communicate with clients to address inquiries, provide updates, and gather feedback. Product Expertise: • Develop a deep understanding of our e-commerce platforms, staying updated with the latest features and best practices. • Act as a subject matter expert, advising clients on optimal platform utilisation to meet their specific business needs Performance Analysis and Optimisation: • Monitor client e-commerce sites' performance, identifying areas for improvement and growth opportunities. Familiarity with analytic tools such as Google Core Web Vitals and Dynatrace • Collaborate with the technical and development teams to implement enhancements and optimisations. Issue Resolution and Support: • Troubleshoot and resolve client-reported issues promptly, ensuring minimal disruption to their operations. • Escalate technical concerns to the appropriate teams and follow up until resolution Client Advocacy and Feedback Loop: • Gather client feedback and insights, providing valuable input to product development and improvement initiatives. • Advocate for client needs internally, championing their interests in feature development and enhancements. Reporting and Documentation: • Maintain accurate records of client interactions, feedback, and platform usage statistics. • Generate regular reports outlining key performance metrics and client success stories. About you: • Must have proven experience in client success or account management within the eCommerce industry. • Strong knowledge of eCommerce platforms and related technologies. • Excellent communication skills and interpersonal skills. • Problem-solving mindset with the ability to thrive in a fast-paced environment. • Analytical mindset for performance tracking and data-driven decision-making. • A strong background in eCommerce / Marketing. • Ability to liaise and present to internal and external stakeholders at all levels. • High intellectual curiosity, drive, determination, organisation, and persuasion skills. You’ll be doing all this from our Leicestershire Head Office. Our offices are inspiring, yes. But we understand that life happens. So, we’re big on making sure your work, works for you which is why we offer flexible working each week. About Us You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global! About some of our Benefits • 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT) • Company performance based bonus • Sharesave scheme • On-site Nursery available; OFSTED outstanding in all areas • 10% off most partner brands & up to 15% off Branded Beauty • Early VIP access to sale stock • Access to fantastic discounts at our Staff Shops • Restaurants with great food at amazing prices • Access a digital GP and other free health and wellbeing services • Free on-site parking • Financial Wellbeing - Save, track and enhance your financial wellbeing • Apprenticeship - Grow and develop on the job whilst gaining a qualification • Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store • Support Networks - Access to Network Groups to empower and celebrate each other • Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more Conditions apply to all benefits. These benefits are discretionary and subject to change. We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email headoffice_careers@next.co.uk (please include 'Workplace Adjustments' in the subject line), or call us on 0116 284 2486 and leave a voicemail.