Group Head of Account Management – Xeim > Waterloo > Joboolo BE :
Société : Xeim Lieu : Waterloo Wallonia Site source : Talent BE
This role leads three growing teams that cover customer services, customer success and data and reporting in order to create a full loop from point of a client getting in touch through to onboarding our products and services, then reporting back on the client activity.
The teams collaboratively work to support our client base which ranges from small single user ecommerce subscriptions up to large global brand subscriptions, supporting thousands of end users.
As well as managing a young and enthusiastic team of 8, this role will be directly responsible for supporting on internal projects to work to improve customer lifecycle process and end user experiences, working with our product, sales, marketing and data teams in order to achieve this.
Team leadership and management.Quality checking and improving efficiency of output against and performance based metrics.Ensure correct tools/systems in place across all teams to carry out work effectively in order to drive positive customer feedback and product adoption.Ensure smooth running of customer service administrative support to deliver on recruitment flat plans/job ads and print fulfilment runs.Cross business collaboration with different internal teams across multiple Xeim brands to ensure we can drive maximum engagement across our suite of products.Involved in bespoke client projects and feeding into requested briefs where custom builds are required.Continue to implement and improve process to highlight ‘risks’ within our client base and drive the team to action engagement plans to mitigate risk of churn across these accounts.Drive proactive behaviours and outreach early on within our customer lifecycle in order to maximise opportunities for our sales teams across out client base.Liaise with sales directors, accountmanagement, data and marketing to ensure where possible processes are automated to drive efficiencies and customer experience; this includes reviewing processes around on-boarding, adoption and on-going user engagement.Work with sales directors across teams to manage customer lifecycle process thought various platforms such as customer success tool Gainsight, salesforce and other data tools.Strategic input into data projects to improve visibility of usage activity in order to highlight underlying problems and where improvements can be made.Ongoing process to improve efficiency of client reporting withing the team to ensure that ad-hoc requests and scheduled reports are delivered on time with client briefs.
Success Measures Increased user engagement across our subscription products to help drive client retention ratesIncreased team performance and efficiencies through process management and performanceFeedback into senior leaders and products teams to drive product and process improvements Required Skills & experience:
Knowledge of the digital and media landscapeTeam management experienceOrganised and able to tackle multiple projects at onceFocused and efficient in a time pressured environmentLeadershipAssertivenessSelf-MotivatedSelf - AssuredApproachableOrganisedDiplomacyOpen What we can offer you 25 days holiday, increasing by one day p.a.
to a maximum of 30 days for every year servedMedicash health planStunning Waterloo offices with views of the Thames plus complimentary barista coffee / free bar / table tennis tables – the worksComplimentary access to accredited training programmes worth thousands of pounds including our Mini MBAActive Diversity and Inclusivity agenda (DICE – Diversity Inclusion, Culture, Engagement)Annual Wellness DayShare Incentive PlanGive as you Earn Scheme Xeim WaterlooWallonia
