Client Success Lead (Media)

Overview

In this role you drive adoption and value realization of the Retail Media Portal within the retail media ecosystem. You bridge Product, Client Services and users to ensure a seamless, effective user experience across retailers, agencies and brand partners. You develop expertise, create training and documentation, and translate feedback into product improvements. This position centers on expanding adoption, measuring impact and delivering measurable value for customers through close cross-functional collaboration.

Pay / Benefits

• Flexible benefits allowance
• Private medical insurance
• Pension scheme with employer matching up to 7.5%
• Wellbeing support and Employee Assistance Programme
• 25 days' holiday plus public holidays and birthday leave
• Birthday off (date specified)

Responsibilities

• Drive product adoption and deliver a seamless user experience across retailers, agencies, brand partners and internal teams
• Develop deep expertise in the Retail Media Portal and related processes
• Create user guides, training materials and best-practice documentation for diverse stakeholders
• Deliver training and ongoing support to internal champions and external users
• Identify gaps in processes, workflows and functionality and collaborate with Product and delivery teams to improve them
• Monitor adoption, product health and user journey metrics, and translate insights into recommendations for product enhancements

Key requirements

• Experience in Retail Media and understanding of the media, agency and retailer ecosystem
• Strong relationship-building skills with diverse stakeholders
• Confidence in creating and delivering training, enablement programmes and user documentation
• Analytical thinking and interest in adoption trends, user behaviours and product performance
• Collaborative working style to partner with Product, Technology and commercial teams

• Relationship-building
• Collaborative mindset
• Curiosity about user behaviour
• Retail Media domain knowledge
• Training and enablement design
• User documentation and guides

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