Client Success Executive Team Leader

Job Title: Client Success Executive Team Leader

Type of employment: Permanent / Full time (40 hours a week)

Location: Remote from the UK. Please, note that you must have the right to work in the UK in order to be considered.

About ZigZag

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retailer world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retailer clients are Inditex (Zara, Bershka, Pull&Bear, etc.) Superdry, Sports Direct, The Hut Group, Swarovski, not to for forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, Skynet and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.

Person’s profile

We are in search of a Team Lead for our Client Success Executive team who resonates with our Purpose, Vision and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

About the Client Success Team

Our Client Success Team are integral to the happiness and success of our clients. We believe that by partnering with our clients through listening to their needs and bringing opportunities and solutions to the table we become an extension of their business. Our job is simple, to retain and grow accounts to drive Gross Profit through our business.

The Client Success Executive portfolio is just one part of a wider Client Success team, and is a shared portfolio of more than 120 small, medium and entry clients, ranging in size and needs.

About the Role:

As the Client Success Executive Team Lead, you will play a pivotal role in ensuring client satisfaction and successful relationships. You will lead a team of four Client Success Executives to ensure they deliver exceptional service to our clients and you will act as the escalation point for the clients.

Your strategic thinking and leadership skills will drive the team’s performance and contribute to the overall success of ZigZag.

The Team Lead will report directly into the Head of Client Operations.

Responsibilities:

Team Development: Build and develop team routines to drive quality throughout the team. Provide guidance, support, and training to team members to ensure alignment with organisational goals and objectives.

Process Creation and Implementation: Develop and implement efficient processes to streamline client engagement and service delivery. Continuously evaluate and refine processes to enhance efficiency and effectiveness.

KPI Definition and Monitoring: Define key performance indicators (KPIs) to measure team performance and ensure alignment with company and department OKRs. Monitor KPIs regularly and take corrective actions as needed to drive results.

Account Management: Be the escalation point for the Executive portfolio. Relentlessly pursue results and drive accountability within the team through proactive account management. Creating Account Development Plans for new clients and Top 30 accounts. Identifying, raising and resolving, or escalating issues as appropriate.

Champion the Voice of the Customer: Monitor and evaluate the health of the clients, identifying unhappy clients through CSAT and NPS programs and working on corrective action. Driving change within the business to increase client satisfaction.

Portfolio Growth: Run at growth opportunities. Collaborate with cross-functional teams to capitalise on revenue opportunities and upsell additional services to clients.

Commercial Standing and Revenue Optimisation: Be commercial, identify opportunities to grow account profitability. Monitoring the commercial standing of the client portfolio, through commercial proposals for contract renewals, and mitigate potential areas of exposure.

Retailer Routines and Performance Monitoring: Lead weekly, monthly, and quarterly routines with the team to monitor retailer performance. Ensure retailers are trading to profile and take proactive measures to address any deviations.

Face to Face Client Review Meetings: Getting out to clients in person across the portfolio on a regular basis, bringing cross functional colleagues together as required.

Ad Hoc Projects and Business Meetings: Attend key business meetings on behalf of the team and coordinate workflow to deliver ad hoc projects. Demonstrate a willingness to go above and beyond the key responsibilities of the role.

Requirements

• Logistics/ Retail/ SaaS Sector experience
• Ability to manage stakeholders, both internally and externally
• Confidence in presenting to senior stakeholders
• Ability to manage multiple projects and relationships simultaneously
• Excellent attention to detail
• Strong commercial acumen and negotiation skills
• Strong analytical and problem-solving skills, with a customer centric approach to resolutions
• Travel for in person client meetings across the UK and Europe is essential
• Travel to Varna, Bulgaria, for team meet ups and training
• *Collaborative Mindset: Embrace a collaborative approach to work, actively participating in team discussions and contributing ideas to foster a supportive and innovative environment.
• *Passion for Continuous Improvement: Embody commitment to continuous improvement, actively seeking out opportunities to learn and grow both personally and professionally.
• *Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of “Be Tenacious” by persistently seeking solutions and overcoming obstacles.

Benefits

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Flexible working options - fully remote with option to work from our London office
• Pension plan
• BUPA Private Medical Insurance
• Annual L&D Budget
• Employee referral bonus scheme
• Flexible working hours

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.