Description:
The Client Engagement Senior Specialist will be based in Flywheel's London office, working directly with other members of the Retail Insights team, and will have responsibility for supporting a list of global clients to ensure they get maximum value from our data and research, platform, and analyst expertise.
This role acts as the "face of Retail Insights" and is the primary touchpoint between our business and our client stakeholders, with the goal of renewing subscriptions and identifying additional growth opportunities. It will require you to provide day-to-day client support, understand our service and communicate the benefits and use cases to users, and build stronger relationships across client organizations.
This position is ideal for someone looking to combine their interests in digital commerce, client service, and commercial growth to drive meaningful business impacts as part of a high-growth industry leader, while gaining exposure to the world's largest brand manufacturers and retailers.
What You Will Do
- Be the primary connection point for a portfolio of subscribing clients, understanding their business and driving use of the service to renew Retail Insights partnerships
- Lead business reviews with client stakeholders to align objectives, evaluate performance outcomes, share product roadmap, and identify opportunities to increase engagement and value from the Retail Insights platform
- Proactively monitor client usage and lead initiatives that increase platform adoption and engagement
- Support day-to-day subscriber needs, including answering data and content questions within agreed service agreements, sharing relevant content, connecting them to our experts, and troubleshooting access issues
- Deliver training to new and existing users to help our clients understand the platform and get maximum value from their subscription to our service
- Build strategic relationships with wide range of subscribers, driving engagement through tailored guidance, best practices, and ongoing product updates
- Partner closely with sales team to develop account plans and identify opportunities to drive growth and renewal success
Who You Are
- Degree preferred
- Multiple years of business-to-business experience in client service / commercial / customer-facing role. International or global experience beneficial
- Previous experience in retail / ecommerce / FMCG / business intelligence
- Personable and able to build rapport with clients quickly
- Excellent communicator (written, verbal), able to present professionally, listen for and respond to a wide range of client questions, personalities, and scenarios
- Attention to detail, organization, and discipline to simultaneously manage a large list of clients with different requirements
- Independent with ability to proactively take action, but collaborative and willing to ask for help
- Passion for client service and having a commercial impact on a business
- Fluent English written and speaking skills required, additional language skills advantageous (especially Spanish)
Working at Flywheel
We are proud to offer all Flywheelers a competitive rewards package and unparalleled career growth opportunities and a supportive, fun and engaging culture.
- We have office hubs across the globe where team members can go to feel productive, inspired, and connected to others - team members go into Hub Offices 3x a week
- Competitive paid time off, including annual leave plus paid public holidays
- Great learning and development opportunities
- Benefits that help you live your best life
- Parental leave and benefits
- Volunteering opportunities
- If you’re looking to connect with teammates on a topic of inclusion and identity, chances are there’s an ERG for that.
- So you know: The hired candidate will be required to complete a background check
- Learn more about us here: Life at Flywheel