Client Success Director – Europe

  • London

The Client Success Director position is crucial within our agency, owning the lifecycle of the client relationship from the first point of contact.

  • Title: Client Success Director - Europe
  • Division: Commerce Europe
  • Line Manager: Daren Fitzgerald
The Client Success Director position is crucial within our agency, owning the lifecycle of the client relationship from the first point of contact. They are responsible for building meaningful relationships throughout the client’s organisation and unlocking commercial value for BORN. The role is vital to our mission of becoming the world’s best digital agency. The role is based in London, but we are a digital-first company. You will be responsible for
  • Attracting new, high profile clients.
  • The happiness of your client portfolio and their NPS score.
  • Increasing and retaining the value of your portfolio by winning new business and working with your client base to unlock revenue potential.
  • Building strong connections with our clients’ eComm & business teams and any partners working with them.
  • Owning critical client touchpoints: the pre-sales process, discoveries, and quarterly business reviews.
  • Collaborating with your peers within the agency (Product, Design, Marketing, Development, Finance).
  • 5+ years’ experience working in a client-facing role at a digital agency.
  • You will be highly commercial and come with a proven track record of building and growing a portfolio of clients.
  • You will complement your commercial and data-driven skills with a high degree of emotional intelligence and persuasion.
  • You will have exceptional communication skills and be totally comfortable engaging and managing a group of stakeholders.
  • You will have a passion for the verticals we want to attract - CPG, fashion, lifestyle, beauty, food & beverage, and innovative FMCG.
  • You will have a keen interest in design, technology and e-commerce.
  • You will be a strategic, creative, pragmatic thinker and problem solver.
  • You will be comfortable with change and working in a fast paced environment.
  • You will relish the opportunity to enter a growth stage company and carve out your own niche.
  • You will be an intelligent, articulate, proactive, fast-learning team player with a ‘can do’ attitude.
  • • Experience working with a large scale Retail & CPG organisation.
  • Experience working with technology platforms such as Drupal & Magento (Adobe).
  • Ecommerce agency experience.
  • A technical understanding of e-commerce systems such as ERP, ESP, CRM, OMS, WMS, etc - and how they interact with e-commerce platforms.
  • Competitive salary based on experience + incentive package.
  • 25 days holiday paid + your birthday + 8 bank holidays.
  • Fun, challenging projects for interesting, creative clients.
  • Flexible working: remote, in-office or some combination of the two. **
  • An inspiring, comfortable and social office on Pentonville Road in Islington with good transport connections.
  • We are a social bunch so expect to have fun with drinks, monthly team outings and an annual company-wide event.
  • We invest in our team and aim to provide anything you need to expand and nurture your skills including training and equipment. We also reward talent and leadership skills, with a clear promotion path for those who excel.
  • Free tea, coffee, fruit and snacks.
  • * A note about Covid-19: To ensure the safety of our team, we are currently operating as a fully remote company. We will reopen the office when we feel it is safe to do so, giving people the option to work fully in-office, fully remote or some combination of the two.
Headquartered in London, with offices in New York, Hong Kong and Chennai, BORN has been pioneering industry-defining solutions since its formation in 1984. The company's expert personnel and wholly-owned, purpose-built facilities enable it to provide truly integrated solutions spanning commerce, creative and content. Working with many Blue chip clients, BORN is a dynamic working environment and a culture of entrepreneurship , flexibility, and respect. BORN is an exciting, fulfilling place to learn, develop and fulfill potential with a likeminded team of passionate, professional and talented BORN’ies.
BORN is an equal opportunity employer and all employment decisions are made on the basis of valid job qualifications regardless of race, colour, faith, sex, age, national origin, ancestry, religion, medical condition, sexual orientation, marital status or disability.