Head of Client Success

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide marketleading experience in delivering products and services across four core capabilities: Loyalty Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience with 28 global locations servicing over 800 clients in 170 countries employing 1800 people.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 colleagues globally.

Purpose of the Job

Our Client Success team works globally and regionally to help maximize the potential of our Business Travel Product ecosystem across our B2B clients. You will work directly with an agreed set of clients to align feature capability and customer led initiatives which help create the worlds most valued travel product ecosystem. The Client Success team drives value & revenue growth through productled delivery strategies that demonstrate the full value of Collinsons travel ecosystem to clients and beyond. We align directly with our clients to ensure the ongoing success of existing and new capabilities that unlock value for Collinson and our Clients product ecosystem through shared roadmaps cocreation and innovation.

As Head of Client Success in Product your primary purpose is to deliver:

• Shared capability roadmaps for your aligned clients.
• Strong product led relationships that maximise client retention and growth.
• CoCreation to unlock client product capabilities and value.
• Client demos of new features using insights and data to enhance iteration.
• Seamless adoption of client products capabilities and features.
• Voice of the Client 360 feedback loop and client forums.
• Positive Client Product Health and sentiment.

This role spans the complete product lifecycle including client / market needs identifying new product and capability opportunities driving existing product growth and iteration developing and maintaining revenue generating products and services training launch and adoption. One of the core responsibilities includes leadership and mentoring of our Product Client Success Managers and the wider B2B team where required. There will also be situations where you will be asked to lead and coordinate an entire stream of product delivery on behalf on clients working cross functionally and including 3^rd party engagements.

Key Responsibilities

Our Client Success mission is to place product and client together at the center to deliver exceptional experiences across the entire customer journey. You will be aligned to one or more clients and accountable for developing positive product experiences high client product sentiment and health alongside ensuring the success of our new capabilities and product pipelines. The scope of work will vary based on growth commercial and consumer aspirations of your assigned clients.

Key responsibilities are:

• Engage listen and fully understand client product needs goals challenges and opportunities developing and maintaining very strong relationships with key clients both in the short and long term.
• Establish clear client product goals and objectives through shared capability roadmaps with realistic milestones in line with Collinson B2B product strategy and OKRs. At times you will be asked to contribute and represent your clients requirements to help shape the overall Product & Innovation strategy and direction.
• Act as the primary point of contact for escalated client product issues working cross functionally to drive timely resolution and client satisfaction. Where relevant lead cross functional hypercare sessions to deliver change/improvements at pace.
• Work collaboratively with the product management and development teams to provide feedback on client needs and detailed requirements Contributing directly to product changes enhancements and improvements.
• Prepare for and attend client QBRs to represent product in partnership with Commercial teams.
• Monitor performance metrics to ensure client product targets are met and exceeded.
• Implement the agreed cocreation ideation and prioritisation framework for your clients product pipeline ensuring alignment and delivery is mapped against overall global priorities for client capability.
• Provide strong leadership and mentorship where asked across the Client Success Team fostering at all levels a culture of excellence strong working relationships collaboration and continuous improvement within our global and regionally embedded product teams.
• Develop strategies to drive product adoption and utilisation leveraging data best practices and market insights.
• Design and lead client success initiatives such as product knowledge demos training sessions and workshops to ensure clients are equipped to maximise value from our products.
• Implement an agreed framework to review client sentiment and concerns conduct regular Client Health checks and forums to improve and/or maintain high Client CX and CSAT.
• Establish KPIs and metrics to ensure initiatives are successful and regularly report to senior management up to and including board level.
• Continuously evaluate and optimize client success processes and programs to enhance effectiveness and scalability of the function. Conduct data and insights analysis to derive actionable items to inform decision making and drive continuous improvements in B2B Product for Collinson.
• Ensure product development and innovation spend delivers ROI for your aligned clients and is considerate of existing or future gross margin.
• Align client product needs with global and regional priorities to research design conceptualise prototype and develop across our product pipelines.

About you

We are seeking a dynamic and strategic leader to ensure our clients derive maximum value from our products. Ultimately driving product satisfaction retention and growth you will have a creator and builder mindset. You love getting into detail as much as the big picture work. You thrive in a collaborative client facing and crossfunctional environment leading and working collaboratively across multiple stakeholders clients sales data product growth design marketing teams and everyone else inbetween to deliver exceptional Product Client Success. Strong and demonstratable leadership skills are a must.

Continually learning and adapting you strive to grow yourself and those around you. You love to take greenfield opportunities and build solutions to address real world client opportunities and are comfortable to challenge teams & processes to prioritise and solve them. Living and breathing all things product and client growth you:

• Make strategic data and insight informed decisions and deliver on them.
• Have a passion for experimentation using data and insights to derive hypothesis to test and learn unlocking learnings and product growth.
• Think big with a bias for action to deliver near term value aligned to longer term goals.
• Ideally have a bachelors degree or equivalent in business product or a related field.
• Have previous demonstratable experience in a senior level role ideally Customer or Client Success and within a Product / Technical capacity.
• Possess strong leadership skills with the ability to inspire and motivate others to achieve goals.
• Have tangible experience of largescale Client Product Led Delivery and Growth
• Have awareness of Commercial Product Marketing and Proposition Led Growth
• Previously worked within B2B and / or Partnership environments
• Have exceptional communication and interpersonal skills with the ability to build rapport trust and empathy with clients and internal teams at all levels.
• Can work effectively and collaboratively as part of a diverse global regional and cross functional team.
• Are a strategic thinker with a data driven approach to problem solving and solution designing.
• Can demonstrate high drive and proven delivery for Client Experience across a diverse portfolio with a level head and at scale.
• Worked successfully within and delivered against Agile principles or similar product delivery methodologies.
• Have relevant start up or scaleup experience in SaaS technology or travel organisations working across either B2B or Consumer markets although this is not essential.
• Demonstrate ability to manage multiple product delivery initiatives and priorities in a fastpaced environment.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).

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We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.