Halfords

Job Overview

The purpose of our Client Success Team Lead is to match the expectation and behaviour of Halfords for Business, to be the very best! Via first-class management of our most valuable clients and partners, you are responsible for leading a team to retain, maximise engagement and drive sales, whilst supporting them in seeking, and closing new opportunities for continued growth to ensure delivery of both their individual and the teams collective KPI’s.

Reporting to the Head of Partnerships and Client Success, you will project manage and oversee every element of the B2B Retail sales funnel for a team of Partner & Client Success Manager’s. This role encompasses leading a team through activities such as lead generation of new business opportunities, cross selling of B2B Retail products and services, onboarding of new clients, client sales revenue growth, client renewals, contract management, pipeline management, executing marketing and communication campaigns to drive engagement to their employee/customer base, ensure we maintain and innovate our market leading account management and customer service.

You are expected to have strong relationship management skillsets both internally and externally to enable the success of every opportunity and unlock the team’s full potential.

The expectations of a Client Success Team Lead is to be a role model within the department and provide an expert level of knowledge to support your team and other piers, whilst constantly seeking opportunities for sales growth and profitability.

Key Responsibilities and Duties

Management of Partnership & Client Success Managers to develop exceptional senior corporate relationships with both direct clients and sales partners (third party partnerships).

Deliver and over perform against set KPI’s focused on sales revenue, profitability, client retention, account growth, new business acquisition and client NPS score

Be a point of escalation for clients and partners

Take ownership of challenges and approach everything with a ‘can do’ attitude to give the team direction and support at all points

Have full view of client and partner activity and management via our CRM to ensure frequent client engagement to maximise visibility and utilisation of our services.

• Be a strong and confident negotiator to take the lead on complex multi-million pound contract negotiations and develop the teams’ skillsets to improve their own development in this area.
• Knowledgeable on all aspects of Halfords for Business contractual obligations including supplier agreements, terms and conditions and lease agreements.
• Be confident and competent in driving change on lead generation to reach new audiences that are no longer obtainable through traditional methods of acquisition.
• Lead the team in operating by the Client Success Strategy
• Be a role model. The individual is expected to provide an expert level of support to their team and wider teams across B2B and Halfords whilst supporting and coaching others less senior within the team to help enable and achieve the departments wider targets.
• Have a strong understanding of profitability to facilitate contract renewals and new business opportunities with the team.
• A competent and professional speaker
• Lead the team in ensuring they have the very best training and personal development plans to support their career progression.
• Confident to present to exec level management and delivering presentations where required.
• A confident networker who will represent Halfords for Business at client events, trade expo’s and use their own initiative to create a broad network of contacts to understand industry trends and influence key decision makers.
• Present and deliver business cases that require investment to the Head of Partnership and Client Success
• Embrace both change and innovation in our propositions and systems to then sell into client and partner portfolio.
• Be a creative thinker to maximise customer engagement to drive over performance against KPI’s and work closely with marketing to provide insight to help improve and deliver on this function.
• Be extremely competent in pipeline management allowing accurate insight and forecasting to the Head of Partnerships and Client Success and Head of B2B Retail
• Seek new and better ways of working to constantly improve the team’s productivity and efficiency. You will be part of a department that strives to be better in everything we do  
• Support credit control when resolving bad debt issues and finance in commission processes
• Be the very best at working towards Halfords wider company values.

Skills, Knowledge and Experience required for the role

• Line management
• Leadership
• Experience in multi-channel B2B sales as a line manager with multiple direct reports.
• Excellent communicator
• Strong understanding of Dynamics CRM
• Account management
• Capable to present to c-suite level members (external and internal)
• Business Development
• Networker

• Confident negotiator
• Financial astute

• Be Enthusiastic & Passionate
• Be Open, Clear & Transparent
• Use personal judgement and initiative to develop solutions to challenges and obstacles.
• Attention to detail
• Good relationship builder
• Not scared to challenge opinion and confident in their approach

PERSON SPECIFICATION

• Ability to adhere to departmental standards, best practices and KPI’s
• An inquisitive problem solver with strong analytical and diagnostic skills
• Ability to work calmly and give their best even if under pressure
• Excellent task and time management skills, with own tasks and where their work contributes to other timelines