Job Description

The Head of B2B Customer Success will maintain and grow our existing customer base through relationship management. Reporting to the Business Development Director, this role will lead the Customer Success team to grow all existing relationships using a consultative approach across customers, recycling merchants & other B2B partners



Main Responsibilities



You will be the face of our operation, regularly joining team members to visit and build relationships with our customers, and spending time in person with your direct reports to support their development

Create and implement growth strategy with individual team members owning the strategy and the success of the team

Commit to specific targets, take full responsibility for performance tracking and delivery in line with the Group's FY23 Annual Operating Plan

Collaborate closely with the product team to inform the product roadmap based on customer needs and feedback.

Work closely with the Centre of Excellence & Logistics Team to identify key pain points. Manage with specific customers and escalate to the relevant business partners.

Ensure consistent and engaging communication flows throughout the customer journey. Plan, document, and execute all phases of the customer roll-out lifecycle. Share learnings and feedback with internal business partners

Create and maintain a Playbook that is shared among all team members to ensure that best practices are implemented across the team.

Lead, mentor and develop team members to empower actions and drive accountability for each individual's contribution

Support team members in building effective, solution-focused proposals to scale existing customer revenue & renew contracts - securing favourable terms that maximise margin

Build data capabilities to track performance across the areas you directly and indirectly control, understand how key metrics can be impacted, as well as leveraging data capability to provide standardised customer-facing MI that drives behaviour and generates growth

Accountability for our CRM to ensure the business has clear sight of existing customer growth opportunities in the near & long-term

Work closely with the B2B marketing team to develop targeted user marketing campaigns that drive activation, engagement, re-activation & minimise churn

Build strong, trusted relationships with all internal networks/stakeholders that deliver continued team cohesion and a culture of excellence, collaboration & accountability, ensuring end users and decision-makers receive a standardised experience across all interactions with the group

Work closely with the Head of New Business to ensure customers make a successful transition to the Customer Success Team

Partner with the finance team to control aged debt

Contribute to sector knowledge, insights, and value growth - being viewed as a thought leader within Recommerce, and sustainability.



Person specification



Experience, qualifications



Proven experience in Customer Success leadership roles.

Business degree or equivalent

Demonstrated success in developing and maintaining strong customer relationships

Extensive experience using CRM systems such as HubSpot, Salesforce or similar to run operations

Experience successfully onboarding new customers onto Complex SaaS software and real-world operational services.

Experience managing enterprise customers through full Joint Business Planning cycles with full P&L responsibility



Skills and abilities



Highly strategic & commercial mindset, with a focus on margin and a deep understanding of contract review and negotiation processes and a track record of driving team performance to hit and exceed targets

Ability to utilise data/data analytics to drive decisions and recommendations related to process optimisation/cost savings

Ability to balance day-to-day business management activity (organisation, planning, data numeracy) with strategic planning across multiple workstreams and customer and internal stakeholders

Able to manage diverse stakeholders and to understand and analyse complex problems

Positive personality with an energetic leadership style and strong resilience. An entrepreneurial mindset capable of doing a lot with a little.

Excellent written and verbal communication skills-comfortable influencing at the board/senior executive level



Travel and attendance



Ability to travel to customer sites and the company offices in London, West Sussex and Coventry.



Our Group

Founded in 2002, World of Books is a circular economy, for profit company that supports charities and protects the planet by enabling more goods to be reused. We are pioneers in the re-use and recycling of unwanted books, recycling about 80 million books each year, equivalent to around half a million trees.



We achieve this through three direct-to-consumer e-commerce businesses, supported by our own technology.

Find out more about the World of Books Group here:

https://www.worldofbooks.com/en-gb/about-us/group



World of Books

Is the UK's largest seller of used books online; selling to over 190 countries through our own website, marketplaces and wholesale partners. World of Books inventory is in excess of 4 million books, purchased from UK charities in return for payment and saving their waste disposal costs.

For those books we cannot sell, we ensure they are recycled and turned into products such as newspaper, cardboard packaging and tissue products.

Find out more about World of Books here:

https://www.worldofbooks.com/en-gb/about-us



Ziffit.com

Established in 2013, to buy unwanted books, CD's DVD's, Blu-ray and console games directly from consumers via its market leading app. The smart technology enables consumers to use their mobile device to scan a product bar code or to simply tap in an ISBN code from a book for an instant valuation.



Ziffit sells all its books, CDs, DVDs and games via World of Books own website or partner websites such as Amazon and eBay.

Find out more about Ziffit.com here:

https://www.ziffit.com/en-gb/about-us



World of Rare Books

Sells books published prior to 1970 (including rare, vintage and 1st edition titles) alongside vinyl and other ephemera through our own websites and other marketplaces. This business offers one of the largest selections of pre-ISBN books in the market and is the largest supplier of wholesale vintage books for decoration in Europe.

Find out more about World of Rare Books:

https://www.worldofrarebooks.com/about-us



Our Technology

Our success is underpinned by our technology. We have developed bespoke software solutions to tackle changing market conditions and pricing. Our technology manages our warehouse, streams our stock and extends our reach to over 20 global marketplaces.



Our Vision

To be the leading seller of used books globally, while helping people to reuse and recycle for less through innovation and technology



Our Values

Responsibility:

We work responsibly, value each other and treat the planet with respect.

Action:

We take actions that improve our business for customers, colleagues, partners and shareholders.

Pioneering:

We find new ways to better ourselves, lower our costs and grow our business.



Business for Good

World of Books Group is committed to using its business as a force for good in the world and we take our social and environmental responsibilities seriously. Our business model is designed to do good: helping charities, the environment and providing access to literature. As our business grows, so will its impact across these areas.