Job Description
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