United Kingdom
Senior Customer Success Manager with a background in solutions consulting, specialising in delivering high-performing loyalty, engagement and affiliate programmes for enterprise clients. I partner closely with stakeholders across marketing, product and delivery to turn complex platforms into clear strategy, strong adoption and measurable commercial impact. From onboarding and implementation to QBRs and long-term growth, I focus on outcomes that actually matter. Always happy to connect and chat customer success, engagement or loyalty.
- Own and manage a portfolio of enterprise clients, acting as their primary point of contact and trusted strategic advisor - Lead the end-to-end delivery, optimisation and performance of loyalty, rewards and affiliate programmes - Run regular performance reviews and QBRs, using data and insight to drive recommendations and continuous improvement - Partner cross-functionally with Product, Marketing, Partnerships and Technical teams to ensure seamless programme delivery and a strong client experience - Work closely with the Partnerships team to source, onboard and optimise affiliate and merchant offers that align with client objectives and brand values - Ensure offers and campaigns drive engagement, revenue and measurable ROI across programmes - Identify and execute account growth opportunities including renewals, upsells and expanded programme services - Align programme performance to client KPIs, demonstrating clear commercial and strategic impact - Support the Head of Customer Success in driving best practice, operational excellence and scalable processes - Mentor and support junior Customer Success Managers, contributing to team development and knowledge sharing
- Guide clients through the implementation of the Bloomreach Engagement Platform, ensuring they get the most value from it. - Support clients with gathering business requirements, structuring data, managing data migration, and deploying automated programmes. - Act as a key advisor on e-commerce, analytics, data management, digital marketing, marketing automation, and customer engagement strategies. - Building strong client relationships by driving continuous improvement, optimising platform usage, and enhancing KPIs/ROI. - Work closely with Customer Success Managers to develop business strategies, roadmaps, and align on key goals and metrics. - Become a subject matter expert in a specific area of the platform, providing insights and guidance to both clients and internal teams. - Play a crucial role in client onboarding, platform adoption, and feature utilisation to ensure long-term success. - Collaborate with cross-functional teams to enhance service offerings and contribute to internal process improvements.
- Working closely with Sales/Account Management, Custom Solutions and Professional Service teams, supporting them across the entire sales lifecycle - Translating clients' and prospects' email marketing requirements into technical solutions, using both technical pre-sales and business analysis skills. - Building of POCs in the platform to effectively demonstrate solutions - Working with global clients and partners at all levels of seniority and roles, including sales, technology, marketing, development, and project management - Communicating confidently with individuals across the global business to gather information through both verbal and written communications - Delivering presentations and online demonstrations to promote the dotdigital platform to prospects and clients - Analysing and writing client requirements that the global Custom Technical Solutions team can use to create functional specifications - Cross-departmental organisation and project management for the pre-sales completion of RFIs and RFPs - Providing new client technical briefings alongside the Project Managers for client onboarding
- Working with internal stakeholders & clients to help them to use platform features effectively and enabling them to gain the best value from it - Working with the Product Squads (Product Managers, UX researchers & designers, engineers, etc.) to contribute to the product vision and the evolving product positioning, as the platform expands as well as helping to identify common category & client problems - Understand the company's strategy - Developing a functional understanding of the end-to-end ecommerce platform and a deep expertise on my platform area, becoming the go-to person for any potential enhancements - Technology expert during discovery phases with clients; asking probing questions of clients' technology stakeholders to understand their use of technology, systems, processes, capabilities and constraints - Strategically assessing client requirements and converting them into ways to enhance existing functionality and ensure features build aims to improve overall platform - Working with the wider team to develop repeatable and scalable processes to improve ways of working both internally and externally - Producing requirements and process documentation to required standards
- Acted as the expert of the Movable Ink platform and email industry eco-system - Aligning Movable Ink’s solutions and technologies with the business goals and technical requirements of the customer - Gathered, validated and QAed the technical requirements instrumental to a customer's successful on-boarding - Developed customised presentations, demonstrations and prototypes to prove the solution’s business value to the customer - Presented a high-level overview of the product solution architecture and integration capabilities - Acted as a Consultant to clients to ensure they achieved significant value from the Movable Ink platform