The focus of the Customer Success - Team Lead - is to own the execution of the Mintel service model across France and Southern Europe, across the food & drink, beauty & personal care sectors, with the primary goal of protecting and growing Mintel’s industry leading retention rates and achieving our overarching commercial revenue goals.
They will be responsible for the day to day smooth running of the regional customer success team, including the development and management of the service team within their region. They will work closely with the regional directors and wider account management team to ensure resources are adequately aligned and focused in the right areas to maximise customer success through the use and application of Mintel's data and insights to its full extent supporting our customers’ business goals.
Proactively contributing to the development, delivery and measurement of the EMEA customer success strategy.
Manage a team to prioritise, delegate and QC customer success work, including short term reactive requests and also longer term proactive work targeted to achieve our customers’ business goals.
Be responsible for the recruitment, performance reviews motivation and coaching of this team.
Essential to the role is a close collaboration with the Account Mangers in this territory to ensure we manage all accounts effectively and support them with delivering service plans
Responding to customer briefs and preparing analysis, customising presentations and bring data to life in order to fit customer needs using a library of pre-published syndicated content.
Following up on all customer interactions to understand how the Mintel service model has supported the customer and delivered value.
Presenting to customers across a variety of formats, this includes face-to- face, over the telephone and via webinar, always in an engaging, interactive and confident manner, delivering insightful, thought provoking analysis
Delivering advanced training of Mintel products to customers and running group workshops to showcase how Mintel data will support their strategic decisions where necessary.
Efficiently logging all customer interactions and activities on our CRM system.
Collating detailed feedback following client projects and engagement to support the commercial goals of the Account Management team.
Supporting the new business team on significant opportunities by demonstrating to prospective customers the application and value of Mintel.
Successful Candidates will need to have:
5+ years’ experience gained in a B2B environment, ideally fmcg, working with research and statistics application for numerous industries and to support varying job roles.
Proven experience in providing coaching or mentoring to colleagues and an affinity for taking on leadership tasks.
Project Management experience, managing projects from inception to evaluation and recommendations.
A proven ability in identifying potential problems and providing pragmatic solutions.
An approachable, collaborative style to create opportunities for groups to work together. Having the right attitude; based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.
Highly developed analytical skills, able to interpret a wealth of information from Mintel’s suite of products to build compelling stories with a commercial conclusion that will help drive our clients’ business forward.
Flexibility to travel regularly within the UK and Europe to meet with clients and attend trade events.
Advanced standard in the use of Microsoft Excel, PowerPoint and Word and Salesforce.
Fluency in English and French
Flexibility to travel regularly within the UK and Europe to meet with clients.
Full clean driving licence.