Customer Success Manager - Insights

Who we are

We are William Reed.

We are the leading expert in the global Food & Drink industry. From manufacturing through to retail and hospitality - we provide the inspiration, insight and connections to power our customers’ success.

We have offices in Gatwick and London, UK; Montpellier, France; Singapore and Chicago, US. In line with the Company’s current Agile Working Policy, the successful candidate would be eligible to work part of the week from our London office and to work remotely for the rest of the week.

Position

Are you passionate about leveraging data to drive Customer Success? We are looking for a Customer Success Manager to join Lumina Intelligence, our dynamic London-based food & drink consultancy.

At Lumina Intelligence, our Customer Success team don’t just manage customer relationships; they harness the power of data and insights to guide clients through their business challenges. Reporting to the Head of Customer Success, and working alongside a passionate team of Customer Success Managers, you’ll be a strategic and supportive partner for our customers, utilising your analytical mindset to provide them with actionable insights.

Your role will involve diving into our wealth of data, extracting meaningful trends, and translating them into strategies that provide tangible insights for our clients. Whether it’s identifying growth opportunities or optimising their product offerings, you’ll be at the forefront of delivering value through providing data-driven insights.

But it’s not just about the numbers. You’ll also be a trusted advisor, collaborating closely with our clients to understand their unique needs and objectives. By combining your technical knowledge with your customer-centric approach, you’ll build and maintain strong relationships that drive long-term success.

If you’re ready to leverage your analytical skills in a customer-focused role and make a meaningful impact to customers in the food & drink industry, join us on our mission to inspire our customers with expert insights and world-class data.

What you'll be doing:

• Managing all client consultancy requests & projects, responsible for 'simple’ insight reporting/consultancy work outside of 'strategic projects’ (which will be manged by central insights team)
• Creating and maintaining personalised content (dashboards & reports) for clients to access via Lumina systems
• Responsible for onboarding for all clients & new users to show value in the shortest path
• Providing on-going training, technical and product support to client base
• Trouble shooting client problems via Lumina software and systems
• Tracking and analysis of usage data by client to make informed decisions on how to increase usage
• Acting as an advocate for the company, enhancing the reputation of Lumina Intelligence.
• Being the voice of the customer within the Lumina Intelligence business and advocating for customer needs.
• Owning and building long term relationships of users and key stakeholders and ensuring we continue to meet their specific needs (measured by NPS)
• Working closely with Sales Managers to ensure the client renews their contract & working collaboratively to identify cross-sell and up-sell opportunities
• Supporting new business with pitch & trials processes
• Additional CSM project responsibilities in-line with over-arching CS strategy

Requirements:

• Technical / data skills and knowledge to better understand client objectives and provide 'simple’ insight.
• Analytical mindset to understand customers unique objectives with data-driven insights
• Strong relationship management, communication and customer service skills to build and maintain effective relationships, with both clients and internal stakeholders.
• Critical thinking and initiative to help develop strategic plans and proactively identify improvement opportunities.
• Problem solving and can-do attitude to actively seek solutions and ensure prompt resolution of challenges as they arise.
• Effective persuasion skills and an engaging presentation style to communicate ideas and drive desired outcomes in client interactions.
• Exposure to market research techniques such as quantitative analysis would be advantageous.
• An understanding of analytics, insights and data reporting (exposure to power BI and other dashboards would be desirable but is not essential)
• A passion for the food and drink industry

Company Benefits Include:

• 25 days annual leave in addition to bank holidays- increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our "MeDay".
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee assistance programme and a 12-month wellness calendar for company-wide health, wellbeing, diversity & inclusion awareness dates.
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.

We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

If you need any support in accessing this opportunity, please do not hesitate to discuss this with us.