What You Will Do
As a Customer Success Manager (Retail) for ShopperTrak, you will be the primary point of contact for a portfolio of retail customers, helping them maximise value from our digital retail, traffic analytics and data-led solutions. Leveraging your retail sector experience, you will build trusted customer relationships, drive service excellence, support customer retention, and work closely with Sales, Technical Support, Service and Operations teams to deliver an exceptional customer experience. This is a hybrid role covering customer accounts across the UK, with an expectation to work from our Solihull office one day per week and travel to customer sites as required.
What We Offer
• Competitive salary plus bonus plan
• 25 days holiday plus bank holidays
• Pension
• Life insurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture
How You Will Do It
• Act as the trusted advisor and primary contact for assigned customer accounts.
• Build and maintain strong customer relationships to enhance satisfaction, adoption and retention.
• Manage customer enquiries, complaints and service requests through to successful resolution.
• Proactively monitor customer accounts to identify risks, opportunities and areas for improvement.
• Collaborate with Technical Support, Engineering and Operations teams to resolve complex issues.
• Maintain accurate records of customer interactions, actions and outcomes within CRM systems.
• Conduct regular business reviews and performance meetings with customers.
• Support customer onboarding, training and ongoing engagement initiatives.
• Escalate critical issues appropriately and ensure timely customer communications throughout.
• Identify opportunities to increase customer value through additional services, solutions and best practice recommendations.
• Analyse customer data and insights to support informed decision-making and continuous improvement.
What We Are Looking For
Required
• Minimum 3 years' experience in Customer Success, Account Management, Technical Support or a similar customer-facing role.
• Experience working within the retail sector or supporting retail customer accounts is essential.
• Strong understanding of retail operations, store environments and customer performance metrics.
• Strong relationship-building and stakeholder management skills.
• Experience handling customer enquiries, complaints and escalations.
• Excellent communication, presentation and problem-solving abilities.
• Strong interest in technology, AI, data analytics and digital solutions.
• Highly organised with the ability to manage multiple priorities effectively.
• Proficient in CRM systems and Microsoft Office applications.
• Willingness to travel across the UK as required.
Beneficial
• Experience in a service-driven or technical support environment.
• Knowledge of connected technologies, smart solutions or data analytics platforms.
• Customer Success, Account Management or Project Management certifications.