Head of Customer Growth

Location
Cheltenham/London
Hours
Full Time
Guide salary
Competitive
Company Description

At Volo Commerce, we’re far more than just a software company, we’re set to create the world’s most successful community of online multichannel sellers, delivering excellence to this multi-million pound market.

Volo enables retailers to distribute their products and seamlessly scale up their operation through the ever-increasing number of marketplaces on the web, such as Amazon, eBay, Google and Rakuten. Our solution integrates with our customers' online sales process, simplifying and automating tasks such as inventory management, product listing and scheduling, sales order processing, payment and dispatch, customer communications and accounts posting.

Our organisation has received significant investment over the past few years and we have exciting plans to grow and support our global customer base.

Role Description

Leading a passionate business savvy entrepreneurial customer facing team, which includes specialists in ecommerce, marketplaces, business processes and growth. This role will build a strong, talented and future thinking team for a dynamic growing market who are accountable for all aspects of onboarding, adoption, account strategy, growth & retention.

Our Customer Growth team advises and guides a wide variety of customers, ensuring they launch Volo successfully, adopt it widely and are continually driving business value from our product set. Our CSMs, Solution Engineers and Learning team work closely with customers; Part coach, project manager, consultant and product expert our CSMs provide input into customer strategic business plans, helping them to identify areas of growth and efficiencies that will grow their ecommerce business within the online retail market.

Key Responsibilities
  • Accountable for the success and growth of all Volo customers and revenues
  • Create a world leading customer success strategy that makes customer success a key day to day pillar of every role across the organisation. Delivering exceptional continuous customer revenue growth, improved efficiencies and great customer experience through coaching, learning, education and simplicity
  • Serving as the voice of the customer within Volo. You will champion changes to the product that will increase usage, success, and satisfaction, whilst identifying future requirements to enable growth through customer self-serve or light touch configuration
  • Attracting, hiring & retaining top talent through positive mentoring, performance management, collaboration, empowerment, delegation, training and coaching to grow a best-of-class team in an agile environment delivering results that exceed market trends and internal growth targets
  • Create cultures of learning with the clients we serve and coach your team to do the same whilst leading by example to coach customers on their online retail growth strategies, online marketplace best practices whist utilising the Volo product to deliver Volo best practices which continually increase online sales, increase efficiencies and increase renewal rates
  • Deliver outstanding client services to ensure continual client success, engagement and happiness. Which creates a loyal Volo customer base that are day to day Volo advocates, references and case studies
  • Monitoring and measuring customer satisfaction, customer performance, product adoption and engagement. Ensuring the team has the right tools and processes to efficiently track and manage this, identifying the areas for quickest and most efficient revenue growth
  • Use analytics to pro-actively intervene and support customer growth to avoid the need for retention actions. Building a continuous growth roadmap for the customers
  • Highlighting positive and negative trends across our customer base, whilst actively addressing service deflectors and championing companywide changes to address gaps
  • Build and maintain successful relationships with key operational and business stakeholders (including CxO level) within key customers and partners
  • Establish a trusted/strategic advisor relationship with each client. Regularly travel and meet with customers onsite to discover and understand their needs, challenges and desires. Helping them to create a clear growth strategy and flight plan from day one that both customers and Volo can deliver against to create excellent return on investment
  • Being the key connection between Enterprise Sales and the Customer Success team, ensuring alignment of strategy/approach and ensuring the best connection and adoption of programs by the Customer Success team and by the overall Sales organisation
  • Champion and conduct regular customer presentations, face to face customer summits and communications concerning key initiatives, trends, new product features and other relevant content, both one to one and one to many
  • Ensure all processes and documentation follow a 360-continual improvement pattern with regular updates
  • Ensure Delivery of detailed contractual Solution Designs and flight plans that take into consideration specific customer challenges but aligns and utilises industry best practice and generic Volo capabilities
Key Skills and Experience
Essential:
  • Proven track record in a customer-facing customer success, account management, professional services or strategic consulting organisation
  • Excellent business acumen with a passion for driving revenue growth and ability to quickly assimilate customers' needs into business deliverables
  • Excellent leadership capability, with exceptional track record of leading, coaching and developing teams in a fast-paced and/or changing environment; through a contagious positive 'can do' attitude that empowers individuals while supporting them with consistent best practices
  • Measurement-driven; can objectively evaluate and prioritise activities against each other through good commercial acumen
  • Obsessed with customer and learning impact. Proven evidence of educational impact, either as a practitioner or service provider
  • Demonstrates excellent ability to manage and influence through persuasion, negotiation, and consensus building
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Strong customer empathy balance with Diplomacy, tact, and poise whilst working under pressure
  • Proven track record of enable a successful continuous improvement 360 culture
  • Ability to travel including regular travel between Cheltenham, London and USA
Desirable:
  • Previous experience in online retail, marketplaces or digital marketing is a plus
  • Gravitas and skill to nurture global enterprise clients through building great relationships and networks
  • Proven track record working with Mid-Market Brand, Manufacturers or retailers providing strategy and guidance to management-level contacts
  • Experience working with SaaS based ecommerce, retail or ERP platforms
  • Deep understanding of ecommerce, channel, Inventory, Warehouse management consumer research and/or online marketing technology
  • Deep understanding of value drivers in recurring revenue business models including strong commercial negotiation skills
  • Familiarity with NPS and how to drive growth in this area making full use of the information
Values
  • Spirit of Adventure
  • Transformational Growth
  • Experience the Difference
  • Power in our Community
Why work with us
  • Competitive salary plus benefits
  • 25 days of annual holiday plus your birthday off as well
  • Relaxed dress code
  • An ever-changing growth environment with plenty of opportunity to develop your career

Apply Now

If you're interested in this role and would like to apply, please send your CV and covering letter to Volo by filling in the form below.

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