We are recruiting for a Director of Client Success to join our Client Success team
Location: Our Staines office
Hybrid working: 3 days in office and 2 days from home
As Director of Client Success for United Kingdom, Ireland and Sweden at ADP, you will be the strategic custodian of our client relationships across these markets. Your mission is to drive exceptional client retention and satisfaction while identifying and capitalizing on revenue growth opportunities. Leveraging deep client insights, you will collaborate with Product and Service teams to ensure our offerings remain market-leading and aligned with client needs across all three countries.
You will lead and inspire a high-performing Client Success team, fostering talent development and embodying the values that have made ADP a 'Fortune Most Admired Company.' As a key member of the Senior Leadership Team of Services, you will build and nurture strong C-level relationships, championing client experience and operational excellence across the organisation and region.
Key Responsibilities
Strategic Leadership & Regional Alignment
Translate ADP's strategic objectives into actionable operational initiatives that enhance the efficiency and effectiveness of the Client Success function across the UK, Ireland, and Sweden. Drive continuous improvement in client retention, satisfaction, and revenue growth regionally.
Client Relationship Management
Own and deepen relationships with senior client stakeholders in all three countries, ensuring a consistent, high-quality client experience. Develop and implement client engagement models and account plans tailored to regional market needs.
Revenue Growth & Opportunity Identification
Identify and close incremental revenue opportunities within the existing client base across the UK, Ireland, and Sweden, collaborating closely with Sales, Product, and Service teams.
Operational Excellence
Establish and monitor key performance metrics to track client success outcomes and team performance regionally. Optimize team structure and workflows to maximize productivity and client impact.
Client Experience Champion
Lead initiatives to improve day-to-day client experience across all markets, leveraging Relational NPS insights to delight clients and reduce churn. Ensure client feedback is systematically captured and communicated to Product Development for continuous enhancement.
Team Leadership & Development
Inspire, motivate, and develop a multi-functional team of client success professionals across the organisation. Promote a culture of internal progression, collaboration, and high engagement.
Cross-Functional Collaboration
Build strong partnerships with Directors of Service, Payroll Specialists, and Client Support teams to ensure seamless service delivery and resolution of client issues.
Communication & Influence
Develop and execute communication plans to increase positive client interactions regionally. Represent Client Success at the UK ExCom and other senior forums, influencing at C-level both internally and externally.
Project Leadership
Lead or contribute to strategic projects that support client success and organisational growth across the region.
What You'll Need
5+ years' leadership experience in professional services, BPO, or employment agency sectors, with a proven track record in client success or account management.
Strong strategic thinker with the ability to translate strategy into operational plans that improve efficiency and drive growth.
Exceptional analytical, presentation, and communication skills, confident engaging at C-level and Executive Committee levels.
Proven ability to build and maintain strong internal and external relationships.
Skilled influencer and negotiator across all organisational levels.
Demonstrated leadership in motivating and developing high-performing, multi-disciplinary teams.
Commercial acumen with strong financial and time management skills.
Innovative problem solver with lateral thinking and a tenacious drive to win.
Flexible and adaptable to evolving business needs.
Bonus Points For
Knowledge of HR and Payroll processes and drivers.
Experience in senior account management roles within payroll or bureau environments.
Understanding of payroll legislation and bureau operational practices.
Benefits
25 days holiday (you can also buy and sell up to 5 days each year)
Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
Study support
Employee Assistance Program
Company social events
Annual bonus scheme
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.