Customer Success Manager - THG Ingenuity

The Hut Group ,
Manchester, Greater Manchester
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About THG: THG is one of the worlds fastest growing and largest online retailers. The company owns and operates many leading brands including LookFantastic.com, Grow Gorgeous, Mio Skincare, Hale Country Club, ESPA and MyProtein.com - The worlds #1 online sports nutrition brand. We create brilliant digital brand experiences and our in-house team design, develop and build a bespoke proprietary technology platform that is used by hundreds of millions of people worldwide. Our culture is fast-paced and ambitious we like to move twice as fast others believe to be possible. This belief is a fundamental part of the DNA that has supported our incredible growth. Our people are our strength and we have over 4,000 diverse, smart thinkers across the globe who are encouraged to think creatively and are empowered to turn their ideas into actions. About the division; Ingenuity: THG Ingenuity is a fully-integrated digital commerce ecosystem, designed to power brands without limits. End-to-end, global, and scalable, our proprietary tech platform represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes Nintendo, Daily Mail Group, Nestle, Unilever, Honda and of course, Proctor and Gamble. Built to empower both brands and customers alike, the Ingenuity ecosystem takes all the pieces needed for successful e-commerce propositions, and places them under one roof. Encompassing everything from hosting and data science to warehousing and fulfilment, we simplify the minefield of digital commerce, and enable brands to form direct and meaningful relationships with their consumers. Initially developed to power one of the worlds largest beauty and wellbeing businesses, THG Ingenuity has been continually refined to facilitate sustainable growth and seamless expansion. Indeed, the potency of the platform is no more evident than in the extraordinary global growth enjoyed by The Hut Group. Now operating over 160 localised websites, shipping to 193 territories, THG has harnessed the power of the Ingenuity platform to continually set the standard for achieving sustainable global growth in the beauty, wellbeing, and nutrition spaces Requirements Role Summary: The CSM is responsible for developing customer relationships that promote retention and loyalty. The CSM is to work closely with our Imagination clients to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Roles and responsibilities: * Customer on-boarding * Account management and escalations * Renewals * Upsell campaigns * Periodic health checks * Maintaining communication infrastructure * Low level tech platform resolutions * Customer Advocacy * Churn management The person: * Customer Success/ Service or Technical Support Background * Live Chat experience * Ticketing and telephone experience JIRA, ZenDesk or anything similar * Ideally experience within a SaaS based business * Creative thinker and problem solver * Extensive interpersonal skills Benefits * Competitive Salary * Performance related bonus * Competitive benefits package * On-site Doctor & Physio * Company discounts

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