Client Success Executive Team Leader, ZigZag Global
More information about location
Product returns management portal
Job no longer available
Product returns management portal
101-200 employees
Job no longer available
More information about location
101-200 employees
Company mission
ZigZag’s mission is to reduce the cost, waste and friction associated with returns, boost customer loyalty and make retailers more profitable and sustainable.
Role
Who you are
- Logistics/ Retail/ SaaS Sector experience
- Ability to manage stakeholders, both internally and externally
- Confidence in presenting to senior stakeholders
- Ability to manage multiple projects and relationships simultaneously
- Excellent attention to detail
- Strong commercial acumen and negotiation skills
- Strong analytical and problem-solving skills, with a customer centric approach to resolutions
- Travel for in person client meetings across the UK and Europe is essential
- Travel to Varna, Bulgaria, for team meet ups and training
- *Collaborative Mindset: Embrace a collaborative approach to work, actively participating in team discussions and contributing ideas to foster a supportive and innovative environment
- *Passion for Continuous Improvement: Embody commitment to continuous improvement, actively seeking out opportunities to learn and grow both personally and professionally
- *Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of “Be Tenacious” by persistently seeking solutions and overcoming obstacles
What the job involves
- We are in search of a Team Lead for our Client Success Executive team who resonates with our Purpose, Vision and Values and is eager to contribute to a team where these principles are more than words – they guide our actions
- Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued
- Our Client Success Team are integral to the happiness and success of our clients. We believe that by partnering with our clients through listening to their needs and bringing opportunities and solutions to the table we become an extension of their business
- Our job is simple, to retain and grow accounts to drive Gross Profit through our business
- As the Client Success Executive Team Lead, you will play a pivotal role in ensuring client satisfaction and successful relationships
- You will lead a team of four Client Success Executives to ensure they deliver exceptional service to our clients and you will act as the escalation point for the clients
- Your strategic thinking and leadership skills will drive the team’s performance and contribute to the overall success of ZigZag
- The Team Lead will report directly into the Head of Client Operations
- Team Development: Build and develop team routines to drive quality throughout the team. Provide guidance, support, and training to team members to ensure alignment with organisational goals and objectives
- Process Creation and Implementation: Develop and implement efficient processes to streamline client engagement and service delivery. Continuously evaluate and refine processes to enhance efficiency and effectiveness
- KPI Definition and Monitoring: Define key performance indicators (KPIs) to measure team performance and ensure alignment with company and department OKRs. Monitor KPIs regularly and take corrective actions as needed to drive results
- Account Management: Be the escalation point for the Executive portfolio. Relentlessly pursue results and drive accountability within the team through proactive account management. Creating Account Development Plans for new clients and Top 30 accounts. Identifying, raising and resolving, or escalating issues as appropriate
- Champion the Voice of the Customer: Monitor and evaluate the health of the clients, identifying unhappy clients through CSAT and NPS programs and working on corrective action. Driving change within the business to increase client satisfaction
- Portfolio Growth: Run at growth opportunities. Collaborate with cross-functional teams to capitalise on revenue opportunities and upsell additional services to clients
- Commercial Standing and Revenue Optimisation: Be commercial, identify opportunities to grow account profitability. Monitoring the commercial standing of the client portfolio, through commercial proposals for contract renewals, and mitigate potential areas of exposure
- Retailer Routines and Performance Monitoring: Lead weekly, monthly, and quarterly routines with the team to monitor retailer performance. Ensure retailers are trading to profile and take proactive measures to address any deviations
- Face to Face Client Review Meetings: Getting out to clients in person across the portfolio on a regular basis, bringing cross functional colleagues together as required
- Ad Hoc Projects and Business Meetings: Attend key business meetings on behalf of the team and coordinate workflow to deliver ad hoc projects. Demonstrate a willingness to go above and beyond the key responsibilities of the role
Otta's take
Sam Franklin
CEO of Otta
ZigZag Global provides retailers with a branded returns management portal, allowing them to quickly build customer friendly returns solutions without having to invest heavily in in-house engineering.
Today, around 15% of items are returned by customers across physical retail and e-commerce. Indeed, around 40% of all e-commerce-purchased products are sent back. This creates pressure for retailers to manage the reverse logistics efficiently to maintain customer loyalty, as well as to maximise the value of their goods through restocking.
ZigZag Global has built out an impressive customer list since its 2015 foundation, serving the likes of Dorothy Perkins, Oakley, and Selfridges & Co. However, after being acquired by NYSE-listed tax free shopping leaders Global Blue and given access to its merchant network, another period of rapid growth looks likely.
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2019
$19m
SERIES A
Aug 2017
$0.7m
SEED
Total funding: $20.1m
Company benefits
- Flexible remote/hybrid working options - depending on location
- 24 days holiday + bank holidays
- Pension plan
- Flexible working hours – so that you can balance your work life with your private life
- 10% learning and development time
- Paid for travel opportunities across European locations - occasional
- Access to L&D courses (e.g. Linkedln learning) and conferences
Company HQ
Holborn, London, UK
Articles
Founders
Al Gerrie
(CEO)Is also a Non Executive Director at We Are Pentagon and XCom Ltd, both ecommerce growth service provider. Was previously Head of Multichannel at outdoor clothing & equipment retailer Mountain Warehouse, and was Ecommerce Multi Channel Manager at Office Shoes.
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