Client Services Executive

Client Services Executive | King's Cross, London | Hybrid | Permanent | Salary DOE

Company Overview 

We are representing Retail247 - a retail technology consultancy and SaaS provider dedicated to helping retailers improve operational efficiency and drive sustainable growth. 

Partnering with leading retail brands, they deliver innovative technology solutions and process transformation across product and stock operations. 

Combining deep retail expertise with cloud-based technology, Retail247 has developed two core platforms: Origin, a Product Information Management (PIM) solution, and Archean, a Stock Management solution. As part of the Barron McCann Group, Retail247 now offers an even broader range of retail technology and support services. 

Their approach combines consultancy-led insight with practical technology delivery, ensuring solutions are tailored to real-world retail challenges and implemented for long-term success. With a proven track record of delivering measurable results, Retail247 helps retailers build agile, future-ready operations in an evolving retail landscape. 

Role Overview 

As a Client Services Executive, you will become a trusted partner to some of the UK's best-known retailers, managing and developing key customer relationships while ensuring clients maximise the value of our software and consultancy services. 

Working closely with Product, Delivery and Support teams, you will take ownership of a portfolio of customer accounts, acting as their primary point of contact and advocate within Retail247. You'll play a key role in driving customer satisfaction, retention, growth and long-term success. 

This is an excellent opportunity for an experienced customer-facing professional with a background in Customer Success, Account Management, Client Services or a similar role within a SaaS, technology or retail-focused business. 

What you will be doing

• Build trusted, long-term relationships with your customer portfolio. 
• Act as the trusted advisor and primary point of contact for your customers. 
• Develop a strong understanding of each customer's business objectives and help them achieve success through Retail247's products and services. 
• Coordinate with Product, Delivery and Support teams to ensure customers receive an outstanding service experience. 
• Monitor customer health and proactively manage risks, issues and escalations. 
• Prepare customer reports and insights to support service reviews and Quarterly Business Reviews (QBRs). 
• Communicate customer feedback, priorities and requirements to Product and Development teams. 
• Identify opportunities for account growth through additional products, consultancy and services. 
• Take ownership of customer issues through to resolution, engaging the appropriate teams where required. 
• Undertake occasional travel to customer sites as required. 

Who We're Looking For 

We're looking for an experienced Client Services professional who is passionate about building long-term customer relationships and delivering exceptional service. 

You'll thrive in this role if you: 

• Have experience managing customer relationships within a client-facing role. 
• Enjoy building trusted partnerships and helping customers achieve their objectives. 
• Are highly organised and proactive in managing multiple priorities. 
• Communicate confidently with stakeholders at all levels. 
• Take ownership of customer outcomes and follow through on commitments. 
• Have strong problem-solving skills and a commercial mindset. 
• Are comfortable working collaboratively across multiple teams. 
• Have an interest in technology and understanding how businesses operate. 
• Are motivated by delivering measurable value and creating positive customer experiences. 

Required Skills and Experience 

Experience 

To be successful in this role: 

You will ideally have: 

• Experience in a client-facing role. 
• Experience managing customer relationships and service delivery. 
• Experience working within a SaaS, technology, consultancy or retail environment. 
• A track record of building strong customer relationships and delivering excellent customer outcomes. 

Skills 

• Excellent written and verbal communication skills. 
• Strong presentation and stakeholder management skills. 
• Excellent organisation and time management. 
• Ability to manage multiple priorities and deadlines. 
• Strong commercial awareness and customer focus. 
• Comfortable using Microsoft Excel and business systems. 
• Experience using CRM platforms and customer management tools. 

Personal Attributes 

• Proactive and self-motivated. 
• Strong problem-solving and analytical skills. 
• Relationship-driven and customer-focused. 
• Collaborative team player.
• Takes ownership and accountability. 
• Professional, resilient and adaptable. 
• Passionate about delivering an exceptional customer experience. 

Desirable Skills and Experience 

• Retail industry experience. 
• Experience using HubSpot or similar CRM platforms. 
• Experience supporting software implementations or business transformation projects. 
• Experience working within a SaaS or technology business. 
• Experience delivering Quarterly Business Reviews (QBRs). 
• Commercial experience identifying upsell or account growth opportunities. 
• Experience engaging with senior stakeholders and decision-makers. 

Why Join R247?

• Work with some of the UK's leading retail brands. 
• Join a supportive and collaborative team. 
• Hybrid working policy. 
• Personal development opportunities. 
• Performance-related bonus. 
• Office-based gym. 
• Team socials. 
• Annual leave allowance. 
• Pension package. 
• Employee Wellbeing platform including Cycle to Work scheme. 
• Access to private health insurance. 

This is a great business to work for and a brilliant role, apply today to avoid disappointment.  

Other roles you may have applied for:

Customer Success Manager, Account Manager, Key Account Manager, Customer Service Executive, Customer Success Advisor