Head Of Client Success Lead - Retainers & Projects

About eCompleteWe create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully-managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey – from click to delivery – enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favourite brands. We are not just changing the e-commerce industry, we are launching it into the next universe of retail.Position Overview: We are seeking a seasoned Digital Director/Client Service Lead to lead our digital initiatives and drive the strategic direction of our eCommerce services. The ideal candidate will have a strong background in Digital Marketing, Technical Project Management, eCommerce, and team leadership. As the Head of Client Success Lead, you will be responsible for overseeing the development and execution of digital strategies and projects that align with our clients' business goals with a team of project and client success managers. About the role: The Client Success Head will be focused on making sure that the client accounts are running smoothly and consistent service quality is applied. The role will be focused on seamless collaboration between our clients and the business. An important responsibility for developing and executing strategies that drive client satisfaction, retention, and growth. You will be expected to lead both the retainer & project leads that manage the respective pods with a key focus on optimising client relationships, understanding their needs, and aligning our services to exceed expectations and driving client revenue performance with the team(s). You will be responsible for improving client success processes and ensuring sign-off before implementation to establish a proactive and client-centric culture within the team and to contribute to the overall success of our clients and brands.Key Responsibilities:Strategic Leadership:Develop and implement comprehensive digital strategies for clients, focusing on growth, customer acquisition, and retention with your pod leads and digital marketing teams..Lead the digital account managers in collaboration with the digital marketing department in executing multi-channel marketing campaigns, including SEO, PPC, email marketing, social media, and content marketing.Oversee eCommerce platform development and optimization, ensuring seamless integration and user experience with your project and account managers. Lead the planning, execution, and delivery of e-commerce projects, ensuring they are completed on time and within budget and all functionality requirements as per scope are actionedLMA (Lead, Manage and accountable) Team Management:Manage and mentor a team of digital marketing account managers and project managersFoster a collaborative and innovative work environment, encouraging the team to stay ahead of industry trends and technologies.Set clear goals and KPIs for the team, regularly monitoring performance and providing feedback.Client Relationship Management:Serve as the primary point of contact for key clients, ensuring their needs are met and expectations exceeded.Escalation point for all clientsDevelop strong relationships with clients, understanding their business objectives and providing strategic advice.Present digital strategies, campaign results, and performance metrics to clients when necessary. Performance Optimization:Analyse digital campaign performance, using data-driven insights to optimise strategies and achieve desired outcomes with your clients and team members to improve revenue growth across the client portfolioDrive conversion rate optimization (CRO) optimisations, and other tactics to improve eCommerce performance.Stay informed on the latest digital marketing trends, tools, and technologies, and implement best practices.Budget Management:Manage client budgets, ensuring efficient allocation of resources and monitoring of client and pod profitabilityWork closely with the head of operations to track and report on the ROI of clients, making adjustments as necessary to maximise effectiveness.Collaboration and Innovation:Work closely with other departments (e.g., Sales, Creative, Development, Customer Service, Digital Marketing) to ensure a cohesive approach to client projects.Drive innovation within the agency by exploring new digital channels, technologies, and strategies.Lead the agency's efforts in staying competitive within the eCommerce landscape, identifying growth opportunities for clients and the agencyProject Management:Lead the planning, execution, and delivery of e-commerce projects, ensuring they are completed on time and within budget with the project pod lead. Oversee, develop and maintain detailed project plans, including scope, timelines, resource allocation, and budget management with the project leader. Define project scope and objectives in collaboration with senior management and stakeholders.Participate in budget and staff allocation for projects.Consult with clients to understand their e-commerce needs and translate them into actionable project plans.Ensure project documentation is continually updated and stored in an organised manner.Manage internal and external resources to ensure project completion within budget and deadlines. Financial Management:Develop and manage project budgets, ensuring projects are delivered within financial constraints.Monitor project/retainer profitability and ensure projects/retainers achieve or exceed financial targets.Prepare and present budget reports to senior management and stakeholders.Retainer Account Management - Ensure budgets are managed and utilised effectively monthly.Accountable for client revenue targets with the digital marketing team and your pod leadsAccountable for business revenue targets, like upsells, retainer revenue, on-charging etc.Report on monthly budgets of all retainer accounts by monitoring costs and profitability, ensuring that retainers meet financial targets.Operational Oversee retainer contracts to ensure accurate delivery of services and hours applicable. Flag when near expiring and/or when renegotiating needs to take place.Ensure clients are paying for services and hard costs as per their contract.Develop and document retainer account life cycles making sure all signed off work has been documented. Drive core processes Keep abreast of Development fees and payments. Ensure all critical to-do's are met and achieved regularly. Proactively researching and suggesting opportunities to the client success team to drive with clients focusing not only on website development but also on performance in its entirety. Ensure a standardised communication process across clients and ensure client meetings are being communicated effectively and all meeting minutes are documented and stored in the relevant client folders. Effectively communicate high-level issues or risk areas on accounts to Leadership and/or Head of Client Success.Resolve and escalate issues in a timely fashion.Effectively communicate complex/sensitive information tactfully to clientsQuality and UX assurance: Oversee the quality of work delivered by eComplete is of a high quality and consistent standard.Advise on trends and ideas around new features, services, and opportunities for the team and clients. Pod Process & Team Management: Coordinate and run pod meetings to effectively plan, forecast, and distribute the workload between the relevant departments. Follow new policies, procedures, and systems and drive with the teamCommunicate and manage resources required to ensure retainer client's services are delivered accurately and on time. Keep leads and department heads accountable for their team member's performance, flagging up and down any individual performance issues or concerns. Qualifications:Bachelor's Degree in Marketing, Business, Digital Media, or a related field (Master's preferred).7+ years of experience in Digital Marketing, with at least 3 years in a leadership role within an eCommerce agency or related industry.Proven track record of developing and executing successful digital strategies for eCommerce clients.Strong knowledge of SEO, PPC, email marketing, social media, content marketing, and web analytics.Experience with eCommerce platforms such as Shopify & Magento Excellent leadership, communication, and client relationship skills.Ability to analyze complex data and translate it into actionable insights.Strong project management skills with the ability to manage multiple projects simultaneously.
#J-18808-Ljbffr